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Ian Walsh on Customer Service Operations

Ian Walsh joined The Boston Consulting Group in 1999. He leads the retail banking area globally and the Financial Institutions practice locally in the UK. He also leads the firm’s customer-service operations topic. He is a member of the global leadership teams in BCG's Financial Institutions and Operations practices.

Ian has considerable experience in retail and commercial banking, asset management, wealth management, and insurance. His project experience covers organization design, operational effectiveness, distribution strategy, proposition design, financial performance, and corporate strategy. He has worked on more than 100 projects in multiple industries across the UK, US, Canada, Australia, Europe, and Asia.

As global leader of the customer service topic in the Operations practice, he has spearheaded and supported projects in customer service, experience, and retention in various industries, including telecommunications, utilities, health care, retail, airlines, and hospitality.

Ian coled BCG's pro bono support of the London Olympics in 2012. He is a board member of Sutton Trust, a charity that pilots programs and advocates improvements in social mobility through education. He is an advisory board member of the Education Endowment Foundation, an approximately £250 million fund established to improve educational performance in the UK. He has also been selected as a Young Global Leader at the World Economic Forum.

Areas of Expertise

  • Leads BCG's global work in retail banking
  • Asset management
  • Wealth management
  • Organization design
  • Operational effectiveness
  • Distribution strategy
  • Proposition design and pricing
  • Financial performance and cost leadership
  • Corporate strategy
  • Customer experience, retention, and analysis
  • Customer centricity


  • Barrister at Law, Honorable Society of King’s Inns
  • Masters in Finance, University College Dublin, School of Business
  • Bachelor of Commerce, University College Dublin

Honors and Awards

  • Young Global Leader, World Economic Forum
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