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Catharine Kelly

Director, People Digital Systems and Strategy Atlanta

Applies broad business technology and customer experience to build clients' operations and sales and marketing capabilities

As a partner in McKinsey’s McKinsey Digital Practice, Catharine serves clients across multiple industries to help solve technology-enabled sales and marketing issues. Catharine is also the leader of McKinsey's multichannel work in North American.

Catharine brings deep expertise in developing customer-driven strategies and service-delivery models, including digital B2B strategies and capabilities. Her most recent client contributions were in the insurance and banking sectors, where she helped companies in projects, including business-transformation initiatives, channel distribution and technology-strategy development, and sales and marketing operations and enablement.

Examples of her client work include the following:

  • developing the B2B portal strategy, business case, implementation road map, and use cases for a client, which included conducting customer focus groups and developing a best-practices library for the client
  • developing the channel-distribution strategy and capability road map for a global retail financial-services firm, including identifying trends in digital technologies, determining the transformation and governance approach, and estimating potential value and returns on investment
  • defining the integrated customer-data strategy, architecture, and governance model to help a complex, multiproduct, multigeography business achieve a 360-degree view of its customer base and meet compliance requirements
  • designing a horizontal call-center operating model and assessing the enterprise-telephony platform options, implementation approach, and business-process-outsourcing strategy for a client that required an efficient global virtual call-center floor
  • defining the household-lending strategy, operating model, and business case for a retail bank, including sales and service operations, technology investments, and risk-management requirements

Before joining McKinsey, Catharine led strategic marketing and sales operations for a retail financial business, and spent ten years with Accenture where she supported client business-strategy initiatives, product and channel reinvention, customer-relationship-management projects, and business transformations and technology implementations.

Published work

A business-back approach to technology consumption,” McKinsey on Payments, June 2011 (PDF–86.9 KB)

Past experience

Bank of America
Leader, wealth marketing

Management consultant


Duke University, Fuqua School of Business

University of North Carolina, Chapel Hill
BS, business administration