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Alex Singla

Senior Partner, Chicago
Advises financial institutions and other companies on strategy, operations, and enterprise transformation to achieve step-change improvements in effectiveness, efficiency, and customer experience

About Alex

Alex leads McKinsey’s service-operations work globally, helping clients achieve step-change improvement in customer experience, digital and analytics operating models, frontline and sales effectiveness, and business support functions. With nearly two decades of experience, he is also a core leader in McKinsey’s Financial Services Practice.

Alex has advised clients on issues including strategy, service operations, digital, advanced analytics, automation, distribution, technology, underwriting, claims, marketing, cost, and holistic enterprise transformation.

Examples of Alex’s recent client work include the following:

  • leading an effort to transform an insurer’s personal lines insurance market, leveraging the power of analytics and digital to dramatically improve the customer experience and disproportionately accelerate growth through improved pricing
  • deploying a comprehensive frontline transformation program to more than 20,000 employees of a major financial institution to achieve industry-leading customer experience, growth, employee engagement, and efficiency
  • working with a leading life insurer on a holistic enterprise transformation that included a multiyear strategy, reimagining and digitizing the core customer end-to-end journeys, and instituting a growth-and-operations frontline transformation to significantly increase earnings within five years
  • leading an effort with a top industrials company to transform its manufacturing, supply chain, and quality operations through analytics, frontline adoption, and change management

In addition to Alex’s work with McKinsey, he is a certified public accountant, a member of the board of trustees of the John G. Shedd Aquarium in Chicago, and an active supporter of the American India Foundation.


The future of insurance claims,” McKinsey & Company, October 2019

From touchpoints to journeys: Seeing the world as customers do,” McKinsey & Company, March 2016

Published work

Six lessons on how to embrace the next-generation operating model,” McKinsey & Company, Januray 2019

How to extract maximum value from a zero-based design approach to customer journeys” McKinsey & Company, January 2019

Podcast: Rethinking customer journeys with the next-generation operating model,” McKinsey & Company, January 2018

The next-generation operating model for the digital world,” McKinsey & Company, March 2017

Transforming operations management for a digital world,” McKinsey & Company, October 2016

Building a culture of continuous improvement in insurance, McKinsey & Company, April 2015

Past experience

Arthur Andersen
Senior Consultant


The University of Chicago Booth School of Business
MBA, strategy, finance, and entrepreneurship

Gies College of Business, University of Illinois, Urbana-Champaign
BS, finance and accounting