Chicago-based Senior Principal Adds More Than 20 Years of Healthcare and Telecommunications ExperienceWest Monroe Partners, a full-service North American business and technology consultancy, today announced that Cindy Thomas has joined the firm as a senior principal in the Customer Experience Practice. She has more than 20 years of experience in the healthcare and telecommunications industries and has held executive positions in administration, operations, and customer experience.
Thomas’s professional achievements include leading large business and IT transformation efforts, developing and executing call center strategy, driving successful organizational change, developing competitive differentiation, and implementing cost-effective solutions while enhancing customer experience.
“Cindy Thomas is an innovative, customer-focused executive with an outstanding track record for directing large-scale business operations and key strategic initiatives,” said Doug Armstrong, West Monroe Partners’ Customer Experience practice leader. “Her expertise will be invaluable to our clients, across industries, which are looking at customer experience as a way to distinguish themselves in the marketplace and strengthen competitive position.”
Thomas joined West Monroe Partners from CIGNA Healthcare, where she was vice president for national service operations and customer experience. In this role, she directed a 1,300-employee service organization and received recognition for successfully migrating customers to a new core administration system and seamlessly consolidating work from nine centers to six centers.
“Delivering a differentiated customer experience is a big change for most organizations, requiring shifts in both operations and culture,” said Thomas. “West Monroe Partners has demonstrated distinctive capabilities and impressive results in this area, and I’m pleased to have this opportunity to apply my experience and insights across a broad spectrum of enterprises.”
Previously, Thomas was vice president for national service center operations for Great-West Life and Annuity, which was acquired by CIGNA Healthcare. She also served in several other management and executive roles related to telecommunications, field operations, and administration for Great-West Life and Annuity during her more than 22 years with the company.
Thomas earned a Bachelor of Science degree in Business Administration from Colorado State University and a Masters of Telecommunications degree from the University of Denver. She completed the American Health Insurance Plan’s Executive Leadership Program and earned the distinction of Certified Health Insurance Executive.
About West Monroe Partners
West Monroe Partners is a North American business and technology consulting firm focused on guiding organizations through projects that fundamentally transform their business. With the experience to create the most ambitious visions as well as the skills to implement the smallest details of our client’s most critical projects, West Monroe Partners is a proven provider of growth and efficiency to large enterprises, as well as more nimble middle-market organizations. Our more than 350 consulting professionals drive better business results by harnessing our collective experience across a range of industries, serving clients out of offices across the US and Canada.