As the global leader of McKinsey Design, Travis drives our efforts to put design at the heart of the business and growth strategies of our clients. The recent growth of McKinsey Design allows us to offer clients a new range of capabilities, including physical product design and prototyping, service and experience design, and deep user research and insights on customers’ unmet needs—all at the scale of a top 10 global design firm, with more than 300 professionals and 12 design studios on 4 continents.
In his advisory work, Travis helps clients drive growth by creating breakthrough new products, services, and experiences and by delivering the operational and organizational change necessary to achieve impact at scale. His recent work includes projects with a Fortune 100 retailer to reimagine the end-to-end customer experience for its most profitable business segment; with a global aerospace and defense company to design and develop commercially viable products and open up a new vector for growth; and with a global hospitality company to design an enhanced customer experience for its highest-value segment. Typical focus areas for projects include frontline performance improvement, products and pricing, store-format design, and omnichannel customer engagement. He has deep experience in a range of industries including telecommunications, media, transport, logistics, retail, and healthcare.
Travis currently co-chairs the global committee that elects new McKinsey senior partners. Prior to taking on leadership for McKinsey Design, he led our global Service Operations practice for several years.
Beyond his client work,he serves as a member of the advisory council for the McCombs School of Business at the University of Texas. He also holds an MPA from McCombs, where he was a Sommerfeld Scholar and received the Dean’s Award for academic excellence.
“Redefining service innovation at Starwood,” McKinsey Quarterly, February 2015
“Service innovation in a digital world,” McKinsey Quarterly, February 2015
“Understanding the services revolution,” McKinsey & Company, June 2014
“Research priorities for the science of service: CSL report,” Center for Services Leadership, W.P. Carey School of Buisness, Arizona State University, 2010
VP, customer experience
VP, customer care, online financial services
Senior manager, sales and service
Arthur Andersen Business Consulting
McCombs School of Business, University of Texas at Austin
University of Texas