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Nimish Jain

Partner, Bay Area
Supports companies in the energy, technology, and travel sectors with customer-experience and customer-analytics transformations to improve customer satisfaction and reduce costs

About Nimish

Nimish is a partner in McKinsey’s San Francisco office, and one of the leaders of our work on customer experience in the utilities sector in North America. He specializes in developing and implementing customer-experience journeys that deploy digital technologies to improve customer satisfaction and reduce costs. In addition, he brings experience supporting energy companies with advanced-analytics transformations.

Examples of Nimish’s recent work with a range of leading utilities across North America include the following:

  • helping to roll out multiple customer-analytics use cases across collections, call deflection, and marketing, projected to save $50 million in annual operation and maintenance spending
  • developing a five-year customer roadmap to eliminate 40 percent of agent-offered calls using technologies such as chatbots and predictive interactive voice response
  • working on a customer-experience strategy that included journey prioritization, redesign, and an implementation plan, and coaching the client on adopting agile methodologies
  • supporting a cost-reduction effort in a utility’s customer function, with a focus on the care center, billing, and energy efficiency
  • devising a customer-experience measurement strategy that included adopting an enterprise-wide customer-satisfaction metric, devising specific measures for each business unit and function, and revising the utility’s “voice of the customer” approach
  • designing a customer experience strategy for a pre-IPO SaaS company, including voice of customer research
  • developing a three-year roadmap for a waste management company to improve its net promoter score (NPS) and build a customer-centric culture

Outside of his client work, Nimish contributes to our knowledge development and has published a series of articles on customer-experience topics.

Before joining McKinsey, Nimish was a strategy manager at Microsoft, working on business development in online services. He holds an MBA from the Wharton School at the University of Pennsylvania and a BSE in operations research and financial engineering from Princeton University.

Published Work

The human touch at the center of customer-experience excellence,” McKinsey & Company, October 2020

Transforming interactive voice response systems in utilities,” McKinsey & Company, September 2020

Elevating customer experience excellence in the next normal,” McKinsey & Company, May 2020

Why are your customers calling you again?,” McKinsey & Company, September 2019

Past experience

Microsoft
Strategy manager, online services business development

Monitor Group
Senior module leader

Education

University of Pennsylvania, Wharton School
MBA

Princeton University
BSE, operations research engineering