Carla Heaton

Carla has over 25 years of experience as a management consultant, helping clients in the financial services and professional services industries with growth strategies, customer relationship and experience management, and alignment of business processes to enable growth. She is a creative problem-solver skilled in translating strategy into action through leadership facilitation, cross-functional team building, and organizational change management.

A critical foundation of these transformation efforts is “the voice of the customer” – gleaned from specially designed research efforts and embedded into all facets of business strategy and operations.

During her 20 years with Mercer Management Consulting (now Oliver Wyman) and Marsh & McLennan Companies, Carla led engagements with leading banks, asset managers, credit providers, insurers, brokerage and employee benefits firms to improve their customer focus, top-line growth, and profitability in both B2B and B2C contexts. She also worked in diverse industry verticals to improve customer relationship management, customer experience management across multiple channels, employee engagement in the customer experience, and business process redesign for customer-facing activities. More recently, working with the Monitor Group, Carla enhanced the branch- and web-based customer experience of a bank’s wealth management business and developed segment-focused growth strategies for a retirement plan asset manager, an insurer of health care providers, and a securities industry service provider.

Prior to her consulting career, Carla worked at the U.S. Department of Transportation where she managed a multi-disciplinary team evaluating and disseminating results of federally sponsored innovations in urban transportation.

Carla holds a B.A. (magna cum laude with Honors) in economics from Bryn Mawr College and an M.S. in Management from the Sloan School of Management with concentrations in marketing and corporate strategy.

She currently resides in Boston, MA and serves on the boards of Boston Baroque and the Manhattan Choral Ensemble.