Mazen Ghalayini is a managing director with West Monroe and a member of the Executive Team. He leads the firm’s Customer Experience practice. Mazen is a creative, compassionate and collaborative leader with nearly 20 years of business advisory, management, and technology experience.
Throughout his career, Mazen has advised clients as they navigate the journey to become customer-centric organizations that deliver effective, profitable, and engaged customer experiences. He leverages diverse business, operational, and digital technology expertise to help senior executives consider how to monetize customer experience and empower and enable their workforces to deliver differentiated experiences.
Mazen is an entrepreneurial leader who created West Monroe’s customer relationship management (CRM) practice in 2010 and continued to guide its growth and evolution, including multiple acquisitions. Today, he is responsible for leading the Customer Experience practice firmwide, which includes talent in most West Monroe offices. He collaborates with directors across the firm to develop and articulate the practice’s strategy and then bring it to life through distinctive capabilities and solutions.
Earlier in his career, Mazen led large-scale client transformation programs. He facilitated visioning sessions with executives to create actionable strategies and roadmaps and guided global, high-performing teams of 100 people or more through complex multi-year, multi-million dollar business and technology changes spanning the front office to the back office.
Through all the business and technology initiatives Mazen has led, he has remained keenly in tune with the people and organizational change implications, including the vital connection between employee experience and customer experience.
While Mazen has had exposure to a number of industries throughout his career, including healthcare and energy and utilities, he has focused much of his career working in the financial services vertical with banks, credit unions, and investment management firms.
Mazen received a Bachelor of Science degree in Electrical Engineering from the University of Illinois at Urbana-Champaign. He is a member of the board of the Ray Graham Association, an organization devoted to empowering people with disabilities to reach, grow, and achieve.