Kristen is a partner in McKinsey’s Chicago office. She advises property and casualty, group benefits, and life insurers on how they can best drive change and transformations in an increasingly digital and AI-driven world.
Kristen’s experience in lean process improvement, digitization, analytics, and generative AI (gen AI) helps insurers redesign how they work to deliver higher-quality decisions, improved customer experience, and greater efficiency. She focuses on leveraging transparency to drive decision making and on building capabilities at all organizational levels (from frontline teams to executive leadership) to sustain value created by transformations.
Examples of her recent client work include:
- Delivering a novel gen AI proof-of-concept build to synthesize medical records and treatment guidelines
- Redesigning insurance customer care to simplify customer and agent interactions using gen AI, digital, and automation
- Supporting a private-equity-owned company in developing its AI strategy and playbook
- Partnering with more than ten insurance companies to identify, design, and execute on initiatives to deliver end-to-end cost and growth transformations via process reimagination, digital, automation, analytics, AI, and outsourcing levers
- Leading more than five lean/continuous improvement transformations at insurance carriers