Gaurav Nagpal

Management Consultant @Sutra Management

Noida, IN

Strategy & Growth - Customer Initiatives - Led a data-driven Customer Lifecycle Program for a credit card portfolio, driving a 24% growth in spending through strategic acquisitions, customer engagement initiatives, and retention strategies across the entire customer journey. Liaised with product & analytics teams to boost customer satisfaction by blending customer insights, data-driven planning.Fraud Management Transformation - Spear transformation of fraud operations, reducing turnaround time & false positives by 16% using AI-ML models and tech-enabled detection mechanisms - mirroring CX cost-to-value conversion and improving digital trust.Campaign Performance Reporting - Developed a real-time CX analytics dashboards for C-suite stakeholders at a leading Dubai bank, enabling better decisions around campaign performance, customer feedback loops, & channel efficiency, thereby contributing to cost-efficiency.Cross-sell Strategy Development: Developed data-driven credit card cross-sell framework for a major UAE bank, leveraging analytics to identify high-potential segments - improving conversion rates by 30%, supporting long-term monetization and customer profitability.