David Tilson is a director at West Monroe Partners, focused on business development. Over more than 20 years, he has applied a strong blend of business and technology expertise to help organizations enable and improve customer experiences across all channels as well as improve overall operations through performance management, process improvement and employee engagement.
David Tilson’s experience and leadership in the energy and utilities, banking and insurance, telecommunications, and high-tech industries brings a wealth of business and technical knowledge to West Monroe Partners’ clients. His passion for process improvement and behavioral change drives his vision for building and maintaining optimal customer experiences and enabling internal orchestration to serve customers’ and organizational needs.
David works with his clients to align their strategies with their customer engagement and experience processes. Specifically, he helps his clients apply technology and other disciplines to address problem areas within their marketing and sales functions, customer-enabling teams, call centers, websites, web self-service portals, mobile and social channels, customer relationship management (CRM) systems, and customer experience operations. David works with his clients to continually measure their progress toward their strategic goals and objectives.
Before joining West Monroe Partners in 2005, David held several positions with Washington Mutual Bank including technical project manager and senior business analyst. He contributed to the success of the Telephone and Online banking group by leading project teams to enhance customers’ branch and online experiences. His contributions were instrumental in redesigning the bank’s customer service, direct sales business processes and technology capability for the Home Loans and Retail Banking operations. David also spent seven years as a consultant for Ernst & Young (now Cap Gemini) and PricewaterhouseCoopers (now IBM Global Services). He has authored several articles on the value of customer experience and information within organizations and has delivered conference presentations around the country on these topics.
David earned a Master of Business Administration degree with distinction from DePaul University’s Kellstadt Graduate School of Business, with a concentration in Marketing Strategy. He holds a Bachelor of Science degree in Computer Science from Purdue University. He is Vice President and on the Board of Directors of the Fundraising Committee for his neighborhood school and on the Mission Council Team within his church which raises and allocates funding for Missions that span the globe.