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Christopher Paquette

Partner, Chicago
Assists cross-sector institutions with all aspects of digital and analytics transformation, including strategy, implementation, capability building, and sustainability

About Christopher

Christopher serves clients across multiple sectors including banking, insurance, retail, and industrial. He advises them on all stages of digital transformation, including technology architecture, the implementation of agile at scale, operations and customer-journey reimagination, customer-experience improvement, enhanced digital sales and marketing processes, capability building, and organizational and cultural transformation.

In his recent work, he has developed technology and digital strategies, with a dual focus on enhanced revenue growth and better customer relationships, for several top-ten North American banks. This includes the redesign of mortgage fulfillment, auto loan origination, commercial lending, and customer-service operations, as well as a back-office redesign and digitization program across eight core banking processes.

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

  • assisting a major retailer with designing a digital and analytics strategy for growth, including the required agile operating model, data architecture, and people development strategy
  • building a digital and analytics transformation strategy for a leading international airline, including how to execute at speed and scale with legacy and external business partners
  • creating a digital, experience-driven transformation strategy for an industrial distributor and retailer, underpinned by technology modernization, with significant value at stake from the initial prioritized journeys that were reimagined

Christopher’s work has helped to identify and capture hundreds of millions of dollars of bottom-line impact. It has engendered material improvement in consumer and corporate customer experience, including a 30 to 80 percent reduction in wait time and a 40 to 80 percent reduction in administrative touchpoints and data gathering. It has also led to meaningful improvement in risk, quality, and control. One bank, for example, improved compliance and regulatory adherence from approximately 80 to 100 percent.

Video

How organizations can digitize end-to-end processes and services in a way that’s accelerated and enterprise-wide,” PegaWORLD 2015: Accelerating Digital Transformation

Published work

Leading agile transformation: The new capabilities leaders need to build 21st-century organizations,” McKinsey.com, October 2018

Busting a digital myth: the naturally-gifted product owner,McKinsey Digital Blog, June 1, 2018

How to start building your next-generation operating model,” McKinsey & Company, March 2017

What your business needs to put in place if it wants to be agile, fast, and digital,” McKinsey Digital Blog, March 21, 2017

Speed and scale: Unlocking digital value in customer journeys,” McKinsey & Company, November 2015

Past experience

Marsh & McLennan
Director of client service

Accenture
Analyst

Education

Kellogg Graduate School of Management
MBA, strategic management and information technology

Northwestern University
BA, economics and psychology