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Raelyn Jacobson


Advises companies across industries to transform end-to-end customer and patient facing operations and services

Raelyn is a leader in the Service Operations practice in North America, transforming customer and patient-facing operations and services. She focuses on improving the effectiveness of service channels, elevating frontline engagement, enabling growth, and enhancing organizational health to support the end user experience. Raelyn spends most of her time serving consumer, healthcare, healthcare-services, and wellness organizations to build lasting capabilities across all aspects of the customer and patient journey. She also builds on her broader work within the healthcare space to support organizations in standing up net new services for populations in need. She is a passionate advocate for diversity and a leader in EQUAL at McKinsey, the Firm's LGBTQ+ affiliation group.

Examples of Raelyn’s recent client work include:

  • revamping the patient journey for a North American provider including digital and phone touchpoints to increase engagement and simplify the healthcare journey
  • improving operations for a 24/7 crisis line to ensure counselors are available and able to deliver services around the clock
  • providing technical and operational support to stand up net new behavioral health navigation service
  • defining north-star growth strategy and transforming end-to-end customer experience across channels for large health and wellness company to improve customer conversion, experience, and retention
  • building patient access center servicing strategy and network design for distributed health system
  • redesigning the operating model for a large consumer company, including adoption of next-generation customer servicing tools and redesigned digital customer journeys
  • building an agile-style contact deflection program to reduce volumes by over 50 percent, streamline the experience, and embed a sustained advanced analytics capability
  • designing and deploying a complaints management transformation for a multinational company to improve responsiveness and embed data-driven feedback loops

Published Work

Active allyship: Do your LGBTQ+ employees feel supported and included?,” McKinsey & Company, June 2022

Addressing the unprecedented behavioral-health challenges facing Generation Z,” McKinsey & Company, January 2022

The future of customer experience: Personalized white-glove service for all,” McKinsey & Company, June 2020

Customer care: The future talent factory,” McKinsey & Company, June 2020

Redefine the omnichannel approach: Focus on what really matters,” McKinsey & Company, June 2020

Shaping and safeguarding the banking workforce after COVID-19,” McKinsey & Company, April 2020

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

Bringing agile to customer care,” McKinsey & Company, February 2019

Customer First Personalizing the customer care journey,” McKinsey & Company, February 2019

Boosting contact center performance through employee engagement,” McKinsey & Company, March 2018

Past Experience

Bain & Company
Summer Associate

Chef at Café X


Ross School of Business, University of Michigan

School for Environment and Sustainability, University of Michigan
MS, sustainable systems

Le Cordon Bleu London
Le Grand Diplôme

University of San Diego, California
BA, Psychology | BA, Media (Film Production)