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Shital Chheda

PartnerChicago

Helps clients strategize and drive growth through digital, analytics, customer experience and operating-model transformations

Shital helps clients strategize and drive growth through digital and customer-experience transformations. He focuses on topics related to B2B and B2C client experience, digital strategy and transformations, digital marketing and growth, and agile operating models across the firm’s financial-services, public sector, and professional-services clients. He leads McKinsey’s customer experience in banking and professional services and is a key leader in the firm’s digital-growth work.

Shital brings almost 20 years of industry experience in helping enterprises drive growth. Examples of his recent client work includes the following:

Examples of Shital’s recent client engagements include the following:

  • comprehensive growth strategy, including deposits and customer growth, for a large retail bank
  • enterprise digital strategy and build out of a digital factory and agile operating model for a large commercial bank.
  • digital transformation of treasury management for a regional bank
  • client experience strategy and program for a global professional-services group, including in-depth voice of client research
  • digital business building and development of new digital experiences for a financial-services group
  • marketing transformation for a large financial-services group, including an agile-marketing operating model, marketing-technology stack, and training program
  • marketing organization and operating-model design for large North American bank

Before joining McKinsey, Shital held many leadership positions within technology and manufacturing companies.

Published work

"The Value of Digital Transformations,” Harvard Business Review, July 2023

Five ways to drive experience-led growth in banking,” McKinsey & Company, May 2023

Making customer experience pay off in banking,” McKinsey & Company, November 2020

Remaking banking customer experience in response to coronavirus,” McKinsey & Company, April 2020

Cutting through the noise in retail banking customer experience,” McKinsey & Company, May 2019

Customer mindshare: The new battleground in US retail banking,” McKinsey & Company, February 2019

PAST EXPERIENCE

Google
Head of industry

Zendesk Sell (formerly Base CRM)
Vice president, sales

Texas Instruments
Global sales manager, semiconductors

EDUCATION

Kellogg School of Management at Northwestern University
MBA

Virginia Polytechnic Institute and State University
MS, computer and electrical engineering
BS, computer engineering