This is a profile image of Brian Blackader

Brian Blackader

Helps service organizations transform and improve their performance

Brian works closely with financial services, telecommunications, and business process outsourcing (BPO) companies to transform and improve their performance. He is a leader in McKinsey’s service operations unit and has two decades of expertise in operations, commercial excellence, and strategy.

Before joining McKinsey, Brian worked as a CEO and in a variety of other executive roles in the BPO industry. He brings a unique and credible perspective when speaking to CEOs, investors, and their teams.

Recent examples of Brian’s work include:

  • guiding the customer care footprint design and outsourcing strategy for a North American telco
  • helping design a five-year servicing strategy for a global bank
  • collaborating on the creation of an AI-based platform for the coaching of frontline employees for a European telco
  • spearheading multiple strategy and M&A studies for BPO companies and investors in financial services, insurance, healthcare, customer experience (CX), and content moderation
  • supporting the post-merger integration and full-potential plan for a top ten CX BPO company
  • leading the sales and operations transformation for a top 15 BPO, including the relaunch of a digital offering

In addition to his role at McKinsey, Brian is a leader and committee member for the American Chamber of Commerce in Germany for the state of North Rhine-Westphalia.

PUBLISHED WORK

The evolution of customer care: AI and the Gen Z effect,” McKinsey & Company, July 2024

Why your kids aren’t calling you, but they are calling their bank,” McKinsey & Company, April 2024

Where is customer care in 2024?,” McKinsey & Company, March 2024

Gamechanger Künstliche Intelligenz, Haufe Verlag, February 2024

Everything is Going Hybrid – Future of Service with Jonathan Shroyer,” Apple Podcasts, September 2022

PAST EXPERIENCE

Teleperformance
CEO
Executive vice president
Strategic accounts
Various leadership roles

Sony Music Entertainment
Marketing

Education

The University of Wisconsin-Madison
BBA, finance, investment and banking