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Expert, Digital Service Operations

Logistics, Shipping & Operations

My passion is digitally transforming customer experiences to improve customer satisfaction, employee engagement, operational efficiency, productivity and quality. I serve as a technology executive leading teams across multiple lines of business to strategize, plan and rapidly deliver multi-million dollar enterprise technology cloud modernization, artificial intelligence and operations change management transformation programs. My combined experience in customer technology strategy and delivery alongside customer operations transformation and change management make me uniquely qualified to lead digital customer organizations.

I have significant experience as an executive advisor and consultant to organizations across sectors in different growth stages from seed-stage through pre-IPO and traditional Fortune 500.

* Industry experience: Technology (Software, Hardware & Services), Consumer (Retail, Apparel, Consumer Goods), Telecom (Mobile & Broadband), Financial Services (Banking, Securities, Insurance), Healthcare (Provider, Payor)
* Functional experience: Digital Strategy, Technology Operations, Customer Operations, Enterprise Shared Services
* Geographic experience: North America, Latin America, Europe, Australia, Asia & Middle East

Leading global executive in customer experience and digital services with expert engineering background in enterprise AI, platforms and architecture within McKinsey's Digital Service Operations practice bringing:
* Proven experience leading multiple large, cross-functional teams in multi-million dollar digital transformation programs working across multiple lines of business to rapidly deliver and continuously improve customer experiences with new cloud and AI technologies and realize business value in improved efficiency, productivity and quality
* Deep expertise evaluating technology products and companies for vendor selection and target acquisitions through assessment of differentiating technology capabilities and architecture, alignment to customer product demand, market opportunity, and organization operating model maturity
* Recognized global executive leadership working with teams in North America, LatAm and Europe and leading internal strategic initiatives including the global lead of Technology Enablement team for Digital Service Operations and Technology Chair for the Enterprise AI SaaS/PaaS Partnerships & Alliances Committee
* Passionate people leadership with a firm belief in diversity and inclusion, serving as training faculty, speaking on panels and sponsoring new faculty from underrepresented profiles

Select project experience:
* Led pre-IPO digital strategy and launch of dual-customer ecosystem support transformation using a design-based approach to digital transformation for one of the top tech IPOs of 2020 to unlock ~$300M savings, reduce contacts by ~10M and create ~15% agent efficiency through modernization of performance management tooling, human-centered redesign of mobile app and implementation of agent-assisted AI; partner to SVP of CX working with team of ~10 engineers, 4 designers collaborating with 7 business VPs and directors with 30+ direct reports
* Principal technology advisor to co-CEOs of SPAC on diligence, private investment fundraising and post-merger integration strategy for $100M ARR AI target leading addressable and obtainable market sizing, technology architecture and capability teardown, strategic product roadmapping for GTM motion and re-organization of technology solutions, product and R&D business units
* Technology strategy and organization lead for 12-month Agile transformation for Retirement and Insurance client CTO consolidating 4 separate IT orgs with 8 pilot products with each Agile team of ~15 engineers and business SMEs and stakeholders in shared services and customer channels delivering $16M savings; ran parallel initiative with IT VP and 3 Directors representing ~60 engineering FTE to standardize ~15 different DevSecOps pipelines representing 100+ tools and 50+ controls to a single enterprise standard for $10M license savings and 15% engineering velocity improvement
* Led 6-person marketing and engineering team on retail media network technology strategy and program planning for regional grocer including 2-year, $60M investment for MarTech modernization with customer data platform and analytics to enable CPG-partner direct ad sales with forecasted $450M+ in new revenue
* Led 5-person strategy team reporting to CTO on LatAm telco customer service modernization to generate $50M savings via automation and eComm self-service improvements across 7 Spanish- and Portuguese-speaking countries including investments in conversational AI and product recommendation engine
* Led 30-person business, operations and Agile engineering team on resident experience digital transformation including technology strategy and delivery and site operations redesign and change management for US REIT COO and COO through conversational AI and unified customer data platform created 25% conversion increase, 20% labor cost reduction and 5% CSAT improvement scaled across entire US market within 7 months of first release

Leading global technology architect in customer decisioning & analytics for the Process & Decision Automation Practice

Select project experience:
* Dell/EMC - lead architect on 5-person platform engineer team for customer engineering support services skill-based matching analytics engine and automated communications for case and ticket management handling an annual 50k inbound customer support tickets and 40M outbound support communications
* Sprint - technology lead for 20-person platform engineering and 10-person marketing SME team on outbound & inbound Next Best Action (NBA) business and consumer customer care platform solution supporting weekly average of 10M outbound customer marketing communications and 400k inbound customer service interactions
* CenturyLink - led redesign of 40+ customer support process to leverage customer account data and next-best-action (NBA) machine learning to troubleshoot account and network issues; ran development, testing and deployment across US market for 500+ support agent FTE
* Warner Bros. - lead architect of 10-person engineering team for digital workflow and case management platform of Warner Bros. TV and media digital content production to produce content to media distribution customer specification from asset masters and distribute over digital channels with accompanying license for use

Associate Manager

Executive owner of technology for seed-stage startup delivering mobile survey platform based in beacon technologies

Responsibilities:
* Responsible for architectural design decisions, work prioritization & planning and release management in technical management of 10+ lean development engineering team in Eastern Europe
* Direct report to CEO responsible for communicating weekly status and collaborating to continuously align technical design & feasibility of 100+ user story backlog with immediate business needs of growing startup
* Successfully launched consumer iOS & Android app betas supported by complex distributed system with business-user Ruby on Rails web app, MariaDB and Sinatra REST API

Executive VP of Technology

John Larson is an Expert, Digital Service Operations at McKinsey & Company in West Hills, CA.

John Larson

John Larson

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