Mazen Ghalayini

Mazen Ghalayini

Managing Director Customer Experience Chicago

With a unique perspective on customer experience informed by more than 20 years of business transformation leadership, Mazen creates measurable impact. He led a customer experience transformation initiative at a regional bank that increased revenue by 25% and reduced operational cycle times by more than 75%.

Mazen built our CRM practice, which has grown to an industry-leading group that designs, implements, and runs Salesforce for enterprise clients. Today he leads the entire Customer Experience practice that helps clients win the battle for customers. The group partners with clients to define the strategy, design the experience, and transform operations and tech to create measurable competitive advantage. He has guided global, high-performing teams of 100-plus people through multi-year, multi-million-dollar business and technology transformations.

Mazen is passionate about building our next generation of leaders and is deeply invested in mentoring and developing talent. He builds high-performing teams that deliver significant value to clients across industries and distinguishes our organization in the marketplace.

As a board member and member of our Executive Team, Mazen helps guide the firm through a cross-industry, cross-geography lens. And he brings nearly two decades of institutional knowledge to these roles. In 2019, he was named one of the Top 25 Consultants by Consulting Magazine for Excellence in Leadership.

Before joining us in 2004, Mazen worked at AT&T where he helped middle-market companies leverage technology to grow their business. He earned a bachelor’s degree in electrical engineering from the University of Illinois.

What makes Mazen different

Mazen has traveled to more than 40 countries on five continents and believes that exposure to diverse cultures makes us better business leaders and people.

Where Mazen makes an impact

Mazen serves as a board member of the Ray Graham Association, an organization devoted to empowering people with disabilities to reach, grow, and achieve. He has a personal connection to the Ray Graham Association, as it has provided services to his younger sister for more than 20 years.

Meet the Executive Team