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Jeff Berg

Jeff Berg

Advises executive and frontline leadership teams in the development and implementation of new operating strategies, with a focus operational capacity, customer satisfaction, employee engagement, and product/service quality to ensure near-term operational impact and long-term sustainability


Jeff brings over 14 years of experience working with executives to transform their service operations into a source of sustained competitive advantage.

In this role, Jeff advises clients from a variety of industries—airlines, high-tech, financial services, and insurance, among others—as they seek to enhance the capacity and efficiency of their customer-facing networks, back offices, and other business-support functions. With Jeff’s guidance, companies have reduced their servicing costs without compromising customer satisfaction levels.

In addition to designing streamlined processes to boost profitability, Jeff helps companies change the way they think and behave. Through capability-building programs designed for specific organizational needs, he helps leaders mobilize a culture of continual improvement within their workforce and lead change independently as the competitive landscape shifts.

Examples of his work include the following:

  • devising and implementing an enhanced maintenance, operating strategy for a major North American airline that improved aircraft reliability and boosted the labor productivity of frontline technicians
  • conducting a global delivery diagnostic for high tech services company, resulting in execution of end-to-end delivery excellence program
  • directing a multiyear performance transformation for a property-and-casualty insurance provider that drove productivity improvements in both consumer-facing and back-office operations and led to enhanced revenues and a better customer experience
  • leading a global transformation program for a major IT service provider that optimized service-desk call operations—resulting in capacity gains across the network—and established a capability building and performance governance program to ensure improvements over the long term

Before joining McKinsey, Jeff was a submarine officer in the United States Navy, where he served in nuclear engineering, quality assurance, and communications capacities onboard USS Bremerton, a Los Angeles–class nuclear submarine, and with the Deep Submergence Unit, the Navy’s lone submarine rescue force. Jeff is an active volunteer in the San Diego chapter of the Cystic Fibrosis Foundation.

Published work

The state of customer care in 2022,” McKinsey & Company, July 2022

Customer-care organizations: Moving from crisis management to recovery,” McKinsey & Company, April 2020

How advanced analytics can help contact centers put the customer first,” McKinsey & Company, February 2019

Charting the future of customer care through a core optimization philosophy,” McKinsey & Company, March 2018

Past experience

United States Navy
Submarine Officer


San Diego State University

Old Dominion University
MS, engineering management

United States Naval Academy
BS, control-systems-engineering