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Nimish Jain

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

Nimish is a partner in McKinsey’s Southern California office, and one of the leaders of our work on customer experience 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 clients with advanced-analytics transformations.

Examples of Nimish’s recent work include the following:

  • rolling out multiple customer-analytics use cases across collections, call deflection, and marketing, projected to save $50 million in annual operation and maintenance spending for a leading North American utility
  • developing a five-year customer roadmap to eliminate 40 percent of agent-offered calls using technologies such as predictive interactive voice response
  • working on a customer-experience strategy that included journey prioritization, redesign, and an implementation plan, and coaching the energy client on adopting agile methodologies
  • 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 an industrial services 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

"How utilities can use advanced analytics to elevate customer experience,"  McKinsey & Company, August 2022

Transforming customer experience in utilities,” McKinsey & Company, October 2021

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

Strategy manager, online services business development

Monitor Group
Senior module leader


University of Pennsylvania, Wharton School

Princeton University
BSE, operations research engineering