Paul Hagen

Paul Hagen

Senior Principal Customer Experience San Francisco

Does “innovation” feel like an overused buzzword? A conversation with Paul will change your mind. As the leader of our customer experience and innovation strategy, Paul delivers breakthrough experiences using human-centered design to reframe problems to then solve – and to create real impact.

A seasoned strategy, customer experience, and digital professional, Paul helps clients use emerging technologies to drive transformation and enhance performance. He is a trusted advisor to C-level executives on identifying and executing on strategic initiatives that yield measurable results. He is also is a skilled program manager, adept at leading technical staff and collaborating with stakeholders and team members across the enterprise.

Paul joined West Monroe from Forrester Research’s Customer Experience practice, where he led research on customer experience strategy, culture, and organizational design. Before that, he built a profitable consulting practice that provided business and technology strategy solutions.

Paul earned a bachelor’s degree from Stanford University and a master’s degree from Harvard University.

What makes Paul different

Paul draws inspiration from all over the world: He has lived, studied and/or worked in China, Argentina, France, Austria, Costa Rica, Malawi, and Israel. He also draws inspiration from his twins, whose imagination and wonder knows few bounds.

Where Paul makes an impact

Outside of his consulting work, Paul has held positions with Teach For America and the U.S. Peace Corps.

Meet the Customer Experience team