Karim Dhanani, Senior Consultant

Dhanani-Karim-174Karim Dhanani joined RCDA as a Senior Consultant in 2016. Karim is an accomplished customer experience and financial services professional with a track record spanning more than 25 years succeeding in transformational projects and initiatives from strategic and tactical and execution perspectives. He is an expert at evaluating and enhancing the customer experience, customer data analytics, process improvement and customer care continuous improvement.

Karim’s expertise is bringing valuable insights and operational savvy to clients and business partners who are seeking to improve profitability by increasing revenue and reducing costs. His business acumen, collaborative style, ability to work in a cross-cultural/global environment and keen understanding of leveraging data are unique qualifications to elevate an organization to succeed in an increasingly competitive global economy.

Before joining RCDA, Karim worked for AIG for 22 years. His roles included Process Excellence Director, Customer Experience Director, Financial Planning and Analysis Manager and several other positions.

In his most recent roles at AIG Karim achieved cost savings of $25 million and revenue increases of $50 million for the company and was an internal consultant for AIG business unites in Lean Six Sigma Business Process Improvement, Voice of the Customer (VOC) and IT implementation. He engaged with business partners within the organization to provide customized solutions by product line, business function and customer segment and developed customer perception metrics including customer effort, customer satisfaction and net promoter scores (NPS). He also provided baseline evaluations of current state customer perceptions, capability analysis and future state recommendations including implementation road maps, conducting “deep dive” journeys into customer experience to identify moments of truth. Karim captured an annual $15 million improvement in lost revenue by uncovering moments of truth during the new business acquisition process. He also implemented best practices and built capability to analyze customer calls resulting in 12% reduction in call backs.

Karim holds a BS in Economics from New York University and is Lean Six Sigma Certified.