Doug Armstrong is West Monroe Partners’ chief operating officer and a member of the firm’s Board of Directors and Executive Team. He has more than 30 years of business consulting, technology, and leadership experience helping organizations deliver effortless and differentiated experiences that build brand loyalty and profitability.
As chief operating officer, Doug Armstrong promotes collaboration and operating consistency across all West Monroe offices. He is also leader of the firm’s Chicago office.
Doug Armstrong joined West Monroe Partners in 2004 to lead its Customer Experience practice. Since then, his leadership roles have broadened to include business development and marketing, all business consulting services, and then the Chicago office in 2014. Since then, the office has more than doubled in size and earned recognition as once of the city’s top workplaces. He has also played an integral role in creating the firm’s global alliance with BearingPoint Europe.
Doug has led numerous teams that harness West Monroe’s distinctive business insight and deep technology skills to create business advantage through solutions involving customer acquisition and retention strategy, eCommerce and business strategy, customer relationship management, knowledge sharing and collaboration, IT and customer due diligence, and transaction-related services. His clients span a wide range of dynamic industries, including private equity, financial services, life sciences, and healthcare payer enterprises. Doug also has led complex, multi-faceted projects with numerous stakeholders and objectives, including those associated with merger and acquisition and carve-out transactions.
Prior to joining West Monroe, Doug was a partner with Arthur Andersen's Business Consulting practice, where he created, led, and managed a global Internet consultancy practice of more than 200 professionals.
A recognized subject matter expert in applying technology to advance business goals, Doug served as an adjunct professor at Northwestern University and at DePaul University's Kellstadt Graduate School of Business, where he instructed undergraduate and MBA students in "Strategic Marketing," "Integrated Marketing Communications," and "Technology and the Marketing Function." He co-authored The Clickable Corporation: Successful Strategies for Capturing the Internet Advantage (The Free Press, July 1999) and “Customer Experience 2.0: How Data, Technology, and Advanced Analytics are Taking an Integrated, Seamless Customer Experience to the Next Frontier” for Northwestern University’s Journal of Integrated Marketing Communications (January 2013). Doug completed the Yale School of Management’s rigorous Executive Leadership program and Harvard Business School’s Leading Professional Services Firms executive education program. Doug continues to share his insight and unique perspective on the changing customer experience landscape at industry conferences and seminars.
Doug received a Master of Business Administration degree in Marketing from the University of Illinois, Champaign-Urbana, and a Bachelor of Arts degree in Public Policy from Tulane University in New Orleans. He is a member of the executive board of Springboard Foundation, which was created to improve the quality of life in Chicago's economically challenged neighborhoods through the support of small grassroots nonprofit organizations throughout Chicago. Doug lives in Oak Park with his wife, two children, two dogs, and one cat.