Amelia Dunlop

Principal, Chief Experience Officer Deloitte Digital

Last Reviewed: September 18, 2026

Executive Summary

Amelia Dunlop is Principal and Chief Experience Officer at Deloitte Digital and leads Deloitte’s US Customer Strategy and Applied Design practice. Her argument, developed across two bestselling books and a steady stream of writing in Harvard Business Review and MIT Sloan Management Review, is that the discipline of customer experience is drawn too narrowly: organizations that treat the people they serve as customers first and human beings second will lose them. She reframes the work around what she calls the human experience, combining human-centered design with customer-insights strategy, and extends the same lens inward to employees, where her first book locates the question of worth at work. That position gives Deloitte Digital an unusual centre of gravity for a practice built on innovation, creativity and digital strategy, and it is the through-line from her consulting work to her public writing on trust.

Career Highlights

• Principal at Deloitte LLP and Chief Experience Officer of Deloitte Digital, leading the US Customer Strategy and Applied Design practice.
• Author of ‘Elevating the Human Experience: Three Paths to Love and Worth at Work’, a Wall Street Journal and national bestseller.
• Co-author of ‘The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty’, also a national bestseller.
• Named one of the Top 50 Women Leaders of Massachusetts for 2023 by Women We Admire.
• Received Consulting Magazine’s 2020 Top Women in Technology Award for Excellence in Innovation.
• Former Partner at Monitor Group, the strategy firm acquired by Deloitte in 2013.
• Published on human experience, trust and customer strategy in Harvard Business Review, MIT Sloan Management Review, Forbes, Wired and Entrepreneur.

Professional Journey

Dunlop began her career in strategy consulting and rose to Partner at Monitor Group, the Cambridge, Massachusetts strategy firm founded by Michael Porter and colleagues. Monitor was acquired by Deloitte in 2013 and folded in as Monitor Deloitte; she has subsequently been identified as a Principal there, and the acquisition is the most plausible route by which she came into the Deloitte partnership, though no source consulted states the year she joined.

At Deloitte she moved from classical strategy work toward the intersection of strategy, design and customer insight, eventually taking the Chief Experience Officer role at Deloitte Digital and leading the US Customer Strategy and Applied Design practice. The remit is deliberately broad: teams that combine research, creative and digital strategy to help organizations decide not just what to build but who they are building it for. Her framing of that work as human rather than merely customer experience became the organizing idea of the practice.

That idea reached a wider audience with ‘Elevating the Human Experience: Three Paths to Love and Worth at Work’ in 2021, which argued that a sense of worth is a precondition for good work rather than a by-product of it, and which became a Wall Street Journal bestseller. She followed it as co-author of ‘The Four Factors of Trust: How Organizations Can Earn Lifelong Loyalty’, which turned the same lens on the measurable components of institutional trust. Alongside the books she writes and speaks regularly, and her recognition - Consulting Magazine’s Top Women in Technology award for Excellence in Innovation in 2020, and a place on Women We Admire’s Top 50 Women Leaders of Massachusetts in 2023 - tracks that combination of practice leadership and public argument.

Born in London, Dunlop has lived and worked across Europe, Asia, Africa, the Middle East and India before settling in the Boston area, and she has described that range as formative for a body of work about how differently people experience the same institutions.

Education

Harvard University

Bachelor’s degree, Sociology

Boston College

Master’s degree, Theology

University of Cambridge

MBA, Business Administration