Lisa Stahl

Lisa is a Financial Sector Analyst with the Customer & Provider Solutions Team. She works on technical topics such as segmentation and customer value, looking into how financial service providers can enhance customer value propositions by lowering costs customers face when using financial services. Lisa also supports financial service providers in the adoption of a more customer-centric approach to business through building insights into customer’s needs, wants and behaviors and applying these to improve the development and delivery of financial services. Lisa further worked with five research partners under the Financial Inclusion Research Fund, investigating client’s needs, preferences and behaviors.

Before joining CGAP in 2015, Lisa worked for the World Bank’s Africa region on finance and private sector development, specifically financial inclusion projects in Madagascar and Rwanda, the development and support of partial credit guarantee schemes in both of these countries as well as MSME finance analytical work on Ethiopia. Previously, as a Project Manager for the World Savings Banks Institute (WSBI), she managed the implementation of five mobile and branchless banking projects in close partnership with African Postbanks. She was also part of a microfinance impact assessment research project with the International Labour Office (ILO) and worked on project development and training of MFI staff with PlaNet Finance Advisory Services based in Senegal.

Lisa holds a complementary Master in Microfinance from the Solvay Brussels School of Economics and Management (Université Libre de Bruxelles), a Diploma from SciencesPo Bordeaux as well as a French-German double Master’s degree in Risk Management and Economic Development from University of Stuttgart and SciencesPo Bordeaux. 


By Lisa Stahl


From Data to Customer Insights: 3 Tips for Providers

Financial services providers often struggle to manage the vast amounts of data their customers generate. Here are three tips for providers looking to get the most out of their data.

The Business Case for Customer Centricity

Generating greater value for customers is good for business. Research from a developed market context has found that customer retention leads to a decrease in operating costs, while a decrease in customer satisfaction leads to a decrease in return on investment.

How to Better Serve Customers: Insights from 5 Research Projects

CGAP's Customers at the Center Research Fund has generated insights about the world’s unbanked over the past two years. Here are the top insights from the Fund’s five projects and the lessons we have learned.

Leading – by Learning – on Customer Centricity

Pioneer, a Philippines-based company, participated in a May 2016 learning visit to South Africa and Zambia to learn from other CGAP partners working on customer centricity: Zoona, PEP, and Hollard. What did they learn?