John Haley has over 20 years of professional experience, the majority of which he spent providing management consulting services to Fortune 500 companies. Having worked extensively across the multiple industries his industry expertise is deepest in Banking and Health Insurance. His functional expertise is in customer experience and customer engagement. John operates across the breadth of the customer lifecycle, and is highly experienced in improving the effectiveness and efficiency of customer facing operations (sales, marketing, servicing).John is a senior Associate Partner in the Health & Life Sciences practice of Oliver Wyman Group, a premier strategy management consultancy. He works within the Healthcare industry with a focus on Payers. John is a practice lead for customer experience and customer engagement where he is applying those disciplines to reduce medical expenses inflation/trend through Member, Provider, and Employer behavior change.Previously John was a Managing Director at PricewaterhouseCoopers serving in the Financial Services consulting practice where he worked with clients including banking, health insurance, consumer finance, and capital markets companies. John was a lead in the Customer Centricity Practice whose focus is on customer experience management. John was also a lead in the Credit Card & Payments Practice helping to lead ~130 mid and senior level consultants. Prior to PwC John worked at Razorfish Inc, one of the world’s largest interactive technology and marketing consultancies. John was a co-founder of the strategy practice and P&L lead for the Financial Services strategy practice servicing banking, insurance, and capital markets sectors. As Client Partner, John led teams that helped Fortune 500 companies manage their clients across the Customer Lifecycle from strategy through implementation including channel management, marketing, sales, and servicing. A number of his clients’ work products have been cited by independent third parties as ‘best practice’ and ‘best of breed’. John is a 1988 graduate of the United States Military Academy: West Point, and a 1995 graduate of the University of Chicago: Booth School of Business.
May 2008 - Present
A lead within Oliver Wyman’s Healthcare Practice focused on business strategy development and business transformation. Particular expertise in Customer Experience management and Customer Engagement, whose ultimate focus is to change behaviors (of members, providers, and employers) to improve member health and health outcomes and reduce medical expense/trend. Works with Healthcare stakeholders to improve their capabilities in this regard through a holistic approach (people, process, technology) across coordinated channels operating across the breadth of the Customer Lifecycle and the Care Continuum. Conducts primary research to better understand customers and analyze the opportunity for revenue, cost, and customer engagement enhancement.
> Contributing to the design and development of a new model in healthcare for delivering enhanced customer experience evolving into customer engagement with the ultimate objective of reducing medical expenses through behavior change of members, providers, and employers for improved health and health resource utilization.
- Lead author for multiple developing white papers on the topic of applying customer experience and engagement into the US health insurance industry for the purpose of reducing medical cost inflation/trend.
> For a large regional health insurance company, developed the customer engagement strategy and roadmap.Co-led implementation over 10 months.Led/facilitated development of foundational elements of the customer engagement capability to include servicing organization design, integration across sales, servicing, and medical management, Web strategy and channel development, member engagement attitudinal segmentation (1,300 members),single view of the customer, e-mail channel development, channel management and integration, and voice of the customer program.
Jan 2006 - May 2008
A Financial Services practice lead with a focus in customer experience management (sales, marketing, and servicing operations).Responsible for selling and leading client engagements across strategy, people, process and technology and industries including banking, consumer finance, health insurance/payer, insurance, capital markets/wealth management.
> "Catalyst Hire” recruited by the Partnership as part of a formal program to bring customer experience senior leadership into the consultancy to help clients grow their top line and profitability. > National practice lead in the Customer Centricity Practice whose focus is on customer experience management including sales & marketing operations, customer lifecycle, cross selling, loyalty, and channel management.
> National practice lead in the Card & Payments Practice helping to lead 130 mid and senior level resources.
> Designated point partner for the firm for a top 5 diversified financial services company
> Chairman’s award recipient.Awarded for top performance by senior leadership in each evaluation period.
> Recognized for staff leadership excellence through upward feedback reviews
> For a top three US financial exchange, developed the customer experience management strategy and implementation roadmap across retail, commercial, and wholesale portfolios.Areas addressed included sales and marketing, Web, call center, account management, segmentation, single view of the customer, and org redesign.
> For a multinational European bank, led large scale program and change management impacting wholesale, commercial, and institutional lines of businesses across new client acquisition and on-boarding processes.
> For a large multi-regional blues plan, over two years provided account advisory services across topics including customer experience management, channel development and management, and product lifecycle management.
> For a top five US insurance company with Life, Annuity, and P&C businesses, developed the enterprise e-business strategy and architecture designed to support enhanced customer experience for the purpose of driving increased revenues through acquisition, retention, and cross selling.
Jan 1999 - Jan 2006
Avenue A | Razorfish (Scient)
Financial Services Industry Strategy Practice Lead and Client Partner responsible for selling and leading client engagements across delivery disciplines that include strategy, technology, and user experience in the industries of banking, consumer finance, insurance/health insurance, and capital markets.
> Consulting team lead over 5 years for the marketing division of a top 5 credit card issuer and diversified financial services company.Led the channel team conducting customer experience management across consumer lending products (credit card, personal loans, home equity, etc) including strategy, process definition, and technology development.
> Consulting team lead over 2 years for a top 5 US bank consumer finance portfolio.Led creation and implementation of the 5 year business strategy including development of the integrated channel strategy and implementation plan for a joint venture.The venture has gone public and is currently a market leader.
-Team lead for business plan and operating model development for the loan/lease analytics company that was eventually purchased by the above joint venture.
Other Leadership Roles Over the Period:
> Co-founder of the strategy practice.P&L responsibility of ~30 business strategists focused on the Financial Services industry.Responsible for hiring, training, and career development of the practice members.Responsible for selling and leading client engagements typically around corporate, business unit, and operating strategies (e.g., channel, market, new product) and developing intellectual capital.Awarded for P&L attaining highest profitability.
-After organization changes became strategy practice lead for the central region and later for the national practice providing community oversight of all respective strategy and business analytics resources.
> Operations lead (i.e., COO/CFO) for practices up to 180 consultants managing forecasting, accounts receivable, organization modeling, resource management, and reductions in force.
- Led the merger team that brought together iXL’s and Scient’s Financial Services Practices.
> Community lead for Chicago providing community oversight of 70 consultants, ~$12 million/yr, 20-25% net income.Led efforts that grew office revenues 40% over 12 months.
> Acquisition lead for Central Region:Led the acquisition of Leapnet Partners, LLC and NVU Productions to add $4.5 million in annual revenues.
Work Recognized by Third Parties
> Forrester Research’s review of the work at one Client, in a competitive review of seventeen Interactive Consultancies, resulted in a top three industry ranking for Razorfish
> Keynote Customer Experience Rankings ranked a Client #1 for online customer experience
> Client frequently cited as a best practice user of personas by Forrester Research
> Media Metrics declared Client among the top 100 most traveled sites on the Web
> Forrester Research ranked Client “best” among credit card companies for presentation of brand via image and action
> Forrester Research ranked Client as top 3 among select major brands online across industries
> Forrester Research ranked Client site among the top three in brand presentation in “How Brands Succeed Online
1994 - 1999
Andersen Consulting (Accenture)
Senior Manager in the strategy practice of Andersen Consulting (Accenture), a global management consulting and technology organization with revenues of $12 billion.
> Fast Tracked to the level of Strategy Senior Manager; ‘Top Band’ rating (top 20%) in every evaluation received
> Utilized as Engagement Manager within half the normal time
> One of two summer 1994 interns (140 candidates); awarded coverage of half of business school tuition.
> Focused on Financial Services and Consumer Packaged Goods industries
May 1988 - Oct 1993
United States Army
Decorated infantry officer (bronze star, ranger) whose service included elite airborne units and combat
> Progressive leadership roles included:
-Commander of airborne infantry rifle platoon (45 soldiers) deployable anywhere in the world in 18 hours
-Second-in-command of an airborne rifle company (180 soldiers) during the Persian Gulf War.
-Second-in-command of the planning cell responsible for the organization and planning of operations of an airborne infantry battalion (750 soldiers) capable of deployment anywhere in the world in 18 hours.
-Class commander of 35 newly commissioned lieutenants in Officer Basic.
> Awards:Airborne Ranger;Bronze Star Medal for meritorious service during combat operations in Iraq;seven commendations for outstanding achievement and meritorious service;Senior Rated Parachutist
> Recommended for early promotion to Major