A leader of McKinsey’s work on digitizing customer journeys, Joao is a member of our Business Technology Practice. He advises global banking and insurance clients on how to harness the power of digital to improve the way they connect with customers, deliver great customer experiences, become more agile, and cut costs—all with a focus on the transformation of underlying operations and digital capabilities.
Recently, Joao led large, end-to-end transformations at several leading European banks and insurance companies. He supported a major European bank that transformed its critical corporate-banking customer journeys, leading to 40 percent improvements in efficiency and the customer experience. His work supporting an end-to-end digitization and automation program at a leading global insurance company resulted in a 30 to 50 percent reduction of expenses across customer journeys.
Joao now focuses on helping companies transform and scale up their digital capabilities to achieve optimum performance.
“Two critical steps for digital change: What capabilities do companies need?,”
“How to start building your next-generation operating model,” McKinsey & Company, March 2017
“Automating the bank’s back office,” McKinsey & Company, July 2012
INSEAD (Singapore and Fontainebleau)
School of Economics and Management, University of Porto