Mazen Ghalayini

Mazen Ghalayini


Mazen Ghalayini is a senior director and leads West Monroe's Customer Experience practice in Chicago as well as the firm’s national CRM practice. Mazen has spent the last 15 years focused on enabling the sales, marketing and service functions at his clients to create more effective, profitable and engaged customer experiences.


Mazen’s background includes a breadth of industries - across many functional and technical competencies. His experience includes facilitating visioning sessions with executives to create actionable strategies and roadmaps as well as leading global, high-performing teams through complex business transformation programs with cross-functional and technical implementations to drive sustained organizational change.

He pairs strong business acumen with extensive experience in customer-facing technologies to lead large-scale program management, business transformation, business process definition and optimization, custom application development, package software implementation initiatives, as well as eCommerce, CRM and ERP, data conversion and systems integration projects.

Under Mazen’s leadership, his team in the CRM practice has completed dozens of successful CRM projects that apply leading technology to drive better performance, competitive advantage, and other business goals. His CRM experience crosses key industries, including capital markets, investment management, private equity and banking. Mazen has managed and served as the engagement lead on many of these projects.

Mazen’s CRM experience includes leading a CRM roadmap project for a global investment management firm. As part of this project Mazen and his team assessed all customer touching technologies resulting in a multi-year phased roadmap that evaluated and considered business processes across sales, marketing and client service as well as more than a dozen systems, and dozens of data sources for conversion and consolidation. The roadmap balanced speed, risk and cost to prioritize the recommendations into an actionable roadmap that Mazen and his team are now partnering with the client to execute against this multi-million dollar, multi-year global business transformation initiative where Mazen is serving as the program advisor and engagement lead.

Before joining West Monroe Partners, Mazen worked with AT&T Business as a client business manager, where he was responsible for managing senior client relationships, as well as supporting teams across functional areas of the organization.

Mazen received his Bachelor of Science degree in electrical engineering from the University of Illinois at Urbana-Champaign.