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Chris is passionate about helping government give citizens the personal service they deserve. In helping agencies like the Internal Revenue Service improve the customer experience, he draws on his expertise leading user experience (UX) and online strategy for companies like CIGNA healthcare and JPMorgan Chase & Company.
He credits his grandfather, CEO of their family-owned structural steel and custom fabrication business, with the principles he applies to his work at Booz Allen: to be a steward of the company he’s with and a champion of all those who work there—resulting in higher innovation and better service for citizens and clients alike.
“Getting to know the people and their needs comes first. The technology helps us understand what people need and how they need it—but before we get to the what and how, we need to get to why.”
What is the most important thing your grandfather taught you? He had only two rules: 1. If you need help, ask; 2. If you're asked, help. And he taught me that he worked for those who worked for him. No one can build a power station or car assembly plant alone—but if a leader invests in the success of those around him, there's no limit on what they can do together.
As a young professional, I leaned into my love of people and technology to build tools that turn big problems into great experiences. As a leader, I help shape how our firm delivers value to our people and the market, and how our clients fulfill their mission.
You’ve said that transformation is a people issue, not a technology issue. Can you give details? My grandfather built for people with steel, and I build for people with pixels. People are the center of everything I've done: whether helping people access financial tools at chase.com, or better health at cigna.com, or insurance protection from AIG, or training at PMI.org. Now I’m helping government serve the people at Booz Allen. Whatever the mission, getting to know the people and their needs comes first. The technology helps us understand what people need and how they need it—but before we get to the what and how we need to get to why.
Why do you feel helping the government improve the customer experience is so important? The American dream is built on the promise of opportunity through personal responsibility and hard work. To keep the dream alive for future generations, we must offer meaningful engagement to citizens and aspiring citizens alike. When we help
What would you say to someone who needs to make transformation happen for