Senior Partner & Managing Director
Ian Walsh on Customer Service Operations
Ian Walsh is a core member of the Financial Institutions practice at the Boston Consulting Group, with experience in retail banking, commercial banking, and asset management. He also has considerable experience in the media and private equity sectors. He has led programs on organizational design, digital transformation, agile delivery, distribution optimization, customer experience, advanced analytics, operational effectiveness, and cost improvement. Ian has supported clients in over 30 countries across Europe, North America, South America, the Middle East, Asia, and Australia.
Ian has led and grown BCG’s global Retail Banking practice, UK Financial Institutions practice, and global Customer Service topic. He has served on BCG’s global leadership teams for Financial Institutions, Operations, and Marketing & Sales. He was a core member of BCG2020, BCG’s internal strategic review, and has held a wide range of internal roles within BCG UK.
Ian is a board member of Sutton Trust, a charity that pilots programs and advocates improvements in social mobility through education and employment. He is an advisory board member of the Education Endowment Foundation, a £250 million fund established to improve educational performance in the UK, and a Young Global Leader at the World Economic Forum. He also led BCG’s support of the London Olympics 2012.