Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Divya Baweja

Divya Baweja

Gurugram

Summary

I serve as a Practice Director at Everest Group, leading advisory and research initiatives in the Business Process Services (BPS) space, with a core focus on outsourced Customer Experience Management (CXM), and sales services. I have advised Fortune 500 clients on a broad range of priorities, including sales and marketing strategy, go-to-market planning, sourcing and vendor management, budget optimization, benchmarking, and digital transformation. In my role, I work closely with CXO-level stakeholders to strengthen client relationships and drive business growth for the firm. I also lead a team of over 10 analysts who support various aspects of our client engagements, and research agenda.

Overview

8
8
years of professional experience

Work History

Practice Director

Everest Group
Gurugram
02.2022 - Current
  • Lead the CXM and sales services practice, managing a US$3M+ portfolio with 15–20% annual growth by driving strategic account management (95%+ renewal rate), and expanding into new client segments. The client portfolio includes leading CX providers, sales service providers, conversational AI vendors, and CCaaS (Contact Center as a Service) platforms
  • Lead advisory projects across sales and marketing strategies, go-to-market planning, sourcing and vendor management, budget and cost optimization, and digital transformation, while overseeing end-to-end engagement governance to ensure timely delivery, executive stakeholder alignment, and proactive risk mitigation
  • Drive executive-level engagement with CXOs to sustain long-term relationships and originate new business opportunities through market research and identification of enterprises' priorities and pain points
  • Spearhead the CX Excellence practice in the EMEA region, focusing on large enterprise clients, building long-term strategic partnerships, and delivering high-impact advisory sessions
  • Collaborate with the healthcare team to shape the healthcare CX strategy, and capture emerging trends and growth opportunities within the sector
  • Develop and promote market-facing thought leadership—including PEAK Matrix® Assessments, state-of-the-market reports, and white papers on topics such as gen AI, agentic AI, real-time language translation, lead management platforms, order management systems—while also representing the firm at client conferences, delivering webinars, and hosting LinkedIn Live sessions
  • Lead and mentor a high-performing team of 10+ analysts, driving skill development and quality delivery

Associate Solution Advisor

Deloitte USI
Gurugram
04.2021 - 02.2022
  • Led a comprehensive business and digital transformation program for a public sector wholesale lending bank, focusing on improving operational efficiency and customer engagement
  • Facilitated visioning workshops with key stakeholders to uncover process inefficiencies, technology gaps, and strategic aspirations for a future-state operating model
  • Conducted through evaluations and assessments of various solutions and modules, including Salesforce and Microsoft Dynamics 365, to ensure the selection of the right modules with the bank's target state requirements now
  • Authored a research paper on revenue leakage

Executive Assistant

Deloitte Haskins and Sells LLP
Gurugram
08.2017 - 08.2018
  • Assisted in the preparation of the Transfer Pricing Report and Form 3CEB
  • Prepared documents for representation before the Transfer Pricing Officer (TPO) and the Income Tax Appellate Tribunal (ITAT) on behalf of the clients
  • Benchmarked intra-group transactions using various transfer pricing methods, including the Comparable Uncontrolled Price (CUP) method, Resale Price Method (RPM), Transactional Net Margin Method (TNMM), and Transactional Profit Split Method
  • Conducted function, asset, and risk analysis for various reputed clients
  • Computed profitability margin and made a working capital adjustment

Education

MBA - Finance

TA PAI Management Institute
Manipal
04-2021

Bachelor of Arts - Economics

Sri Venkateswara College, Delhi University
Delhi
06-2017

Skills

  • Strategic market intelligence
  • Executive advisory services
  • Senior stakeholder relationship management
  • Business development
  • Research program development
  • Thought leadership and industry influence
  • Project and engagement governance
  • High-performance team leadership

Accomplishments

  • Innovation in client service and engagement, Everest Group, 2024
  • Best reimagining of an existing publishing topic, Everest Group, 2023
  • SPOT Award for going above and beyond, Deloitte USI, 2022

Timeline

Practice Director

Everest Group
02.2022 - Current

Associate Solution Advisor

Deloitte USI
04.2021 - 02.2022

Executive Assistant

Deloitte Haskins and Sells LLP
08.2017 - 08.2018

MBA - Finance

TA PAI Management Institute

Bachelor of Arts - Economics

Sri Venkateswara College, Delhi University

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Divya Baweja