Victoria is a leading expert in customer experience. She created McKinsey’s portfolio of customer experience technology assets that accelerate the impact of our customer experience transformation programs. She is the inventor of cutting-edge AI capabilities that predict which combinations of customer experiences drive behavior changes like repeat purchases or contract renewals.
Victoria also helps clients design and implement customer-centric growth programs that improve wallet share and retention rates. She leads agile cross-functional design teams that reimagine customer experiences and implement AI-enabled systems that provide automated, personalized customer interactions.
Her client engagements include:
- developing a two-phase program for a large logistics provider to improve both shipper and recipient experience and drive millions in incremental spend per shipper while simultaneously decreasing customer service costs
- designing and implementing new preflight, in-airport, inflight, and post-trip experiences for a large airline that drove a 50-point increase in NPS and 32 percent revenue growth over four years
- developing and implementing an AI-enabled “smart label” and other farmer-centric prototypes to help a leading crop science company drive over €1 billion in revenue growth through their distribution channels in 35 countries
- building a new customer feedback management system for a leading athletic apparel manufacturer to improve customer experiences with third-party retailers that drive 56 percent of revenue
- implementing a new executive governance model, performance reporting system, and customer feedback management capabilities to drive a 30-point NPS improvement for a top Australian retail and commercial bank
- designing a global customer experience program across six lighthouse countries for a leading European chemicals company and building a million-dollar business case based on improvements in cross-selling and retention
Before joining McKinsey, Victoria launched and led the global consulting business for Forrester Research, where she built new practices to deliver asset-enabled consulting services. Her previous role was leading Forrester’s global customer experience practice. She started her career as a management consultant at Kearney, where she led cross-functional teams in implementing business growth strategies. Victoria holds graduate degrees from Harvard Business School and Georgetown University and an undergraduate degree from Tufts University.