Gaurav Pathak

The Client Team at Boston Consulting Group (BCG) is committed to enhancing client relationships and creating value. This is achieved through:

• Collaborative efforts with internal partners across various departments—including Regions, Practice Areas, People Team, Marketing, Finance, and IT—to foster innovation and implement industry best practices.
• A strategic focus on three main areas:
• Client Service Excellence: Enhancing service quality by providing comprehensive training, necessary resources, and cultivating a client-centered culture.
• Pricing and Revenue Management: Evolving BCG’s business model through coaching teams on sophisticated commercial strategies and pricing arrangements.
• Investment Services Delivery: Empowering BCG teams to secure key client engagements with competitive, differentiated pricing strategies and thorough strategic analysis.

• Part of the team driving the commercial agenda (Pricing, Revenue Management, Account Management & Investments) and Sales Process Transformation across AP.

• Internal management consulting to help bolster business development and commercial agenda.

• - Formulating & driving go-to-market strategies to reach out to unexplored market segments/customers
• Preparing Annual Operating Plan
• Work with different teams to identify issues in program deployment and solve for them
• Tracking program milestones and developing best practices
• Do Competitor/Market analysis and develop growth strategy.

• Enhanced customer usage by implementing automated self-service tools for onboarding and issue resolution, significantly boosting user engagement across the existing customer base.
• Introduced a company-wide Net Promoter Score (NPS) system through automation to efficiently manage customer feedback, generating support tickets for detractors and promotional links for advocates.
• Developed and curated a comprehensive library of self-help materials, facilitating self-service and reducing customer support inquiries.
• Designed and executed a customer engagement strategy using both automated and manual methods, which tripled median user engagement, enhanced customer satisfaction, decreased customer churn, and improved revenue retention.
• Streamlined the requirements gathering process with a templated approach, achieving a 40% reduction in change requests.

• - Part of Project Rainbow, undertaken to automate the lead management system for the bank
• Country spoc for CitiPhone for Project Hello, a global project within Citi aimed at increasing New to Bank (NTB) customers for primary products (Credit Cards, Banking, Personal loans etc) from tele-channels
• Responsible for conception, launch and growth of credit card sales through the inbound channel leading to business growth from 0 to 500 cards monthly in the first quarter
• Restructured the variable compensation structure enabling a cost savings of ~20 lacs per month.

• Spearheaded turnaround strategies for non-performing branches, achieving a 93% resolution of pending dues and significantly reducing financial losses.

• Played a pivotal role in the launch and sustainability of Citimax, a pilot sales incentive program that was expanded across Asia-Pacific due to its success.