Ewan leads our Design Practice in North America and our work in customer experience and engagement, as well as our partnerships with technology platforms for our Marketing & Sales Practice. His design perspective is highly influential in our North American work in the telecommunications, technology, and media sectors, as well as our work in digital and analytics, service operations, and marketing and sales.
In client work, Ewan brings together multiple disciplines to help companies drive growth through simple and easy customer experiences, improved employee engagement, and digital products and business processes.
Before joining McKinsey, Ewan specialized in the development of innovative, user-centric new products and services. He has a background in design and engineering and serves on the board of the Technology Alliance in Seattle.
Published work
“True customer-centricity: An operating model for competitive advantage,” McKinsey & Company, December 2024
“CX without design only gets you halfway,” McKinsey & Company, June 2022
“Making the cloud pay: How industrial companies can accelerate impact from the cloud,” McKinsey.com, October 2020
“Accelerating the shift to a next-generation operating model,” McKinsey.com, December 2017
“Avoiding the seven deadly sins of customer-experience transformations,” McKinsey.com, April 2017
“Putting customer experience at the heart of next-generation operating models,” McKinsey.com, March 2017
“The growth engine: Superior customer experience in insurance,” McKinsey.com, April 2016
“Six building blocks for creating a high-performing digital enterprise,” McKinsey.com, September 2015
“Service innovation in a digital world,” McKinsey Quarterly, February 2015
“Next frontiers for lean,” McKinsey Quarterly, February 2014
“Customer journey transformation: The idea, the impact, and how to start,” McKinsey Chief Marketing & Sales Officer Forum, September 2013
“The truth about customer experience,” Harvard Business Review, August 2013
“Developing a fine-grained look at how digital consumers behave,” McKinsey.com, July 2013
“Digital Youth: A glimpse into future market evolution,” iConsumer Life Online compendium, McKinsey.com, February 2013
“E-journey: Digital marketing and the ‘path to purchase’,” McKinsey.com, January 2013
Past experience
Divine interVentures
VP, consulting
Doblin
Director
Education
Institute of Design, Illinois Institute of Technology
MDes, design planning
Glasgow University and Glasgow School of Art
BEng, product design engineering
