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Alex Singla

Senior Partner, Chicago
Advises clients on strategy, digital, analytics, operations, and enterprise transformation to achieve step-change and sustainable improvement in value creation; works across industries, with a focus on financial services and insurance

About Alex

Alex is the global leader of McKinsey’s Digital & Analytics Operations practice and the global leader of McKinsey Transformation’s work in insurance. In these roles, he helps companies transform their frontline sales and service operations, customer experience, and corporate and business functions by ensuring digital and analytics solutions go from pilot to full-scale adoption and scaling. He embeds change management and capability building as core elements to every transformation to ensure sustainable and step-change improvements in effectiveness, cost, and profitability.

In his more than 20 years with McKinsey, Alex has advised clients on a range of topics: including strategy, digital, advanced analytics, enterprise transformation, service operations, distribution, e2e customer journeys, technology, risk assessment, warranty and claims, marketing, and cost.

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

  • leading an effort to re-imagine the homeowner insurance market and using analytics and digital to improve the customer experience, cycle time, and growth. All solutions were fully deployed to nearly 2,000 outbound customer-care agents
  • leading an analytics and operations transformation to improve product quality, warranty costs, customer experience, and market share for a Fortune-200 heavy industrial company. Solutions were fully deployed to approximately 500 customer-facing sales and service representatives who utilize the analytic insights daily
  • working with a leading life insurer on a holistic enterprise transformation that included developing 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
  • supporting a major financial institution on a comprehensive transformation across 15,000 employees to achieve industry-leading customer experience, growth, employee engagement, and efficiency
  • leading a frontline sales and pricing transformation from pilots to a national launch with frontline capability building and performance management of more than 2000 field and inside-sales agents; resulting in increased sales and margins

Outside of work, Alex enjoys spending time with his wife Parita and their three children. He is a member of the board of trustees of the Shedd Aquarium in Chicago, and an active supporter of American India Foundation.

Video

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

What is a customer journey?,” McKinsey & Company, October 2019

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

Podcast

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

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

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

Education

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

University of Illinois Gies College of Business
BS, finance and accounting