Tanaya Kilara

Tanaya Kilara is the Director of Customer Experience at Bridge International Academies.

Formerly, Tanaya Kilara was a member of the Customers at the Center team at CGAP from 2010 to 2015, leading work on youth financial services and translating consumer insights into better delivery. She has an MBA from the Wharton School and a Bachelors Degree with Honors in Economics from St. Stephen’s College, Delhi. Ms. Kilara speaks three Indian languages in addition to English.

By Tanaya Kilara

Research

Customer-Centricity for Financial Inclusion

Financial service providers who are serving or who want to serve this important customer segment need to invest in understanding these customers’ needs and develop products that meet those needs.
Blog

Creating an Insights Engine for a Customer Centric Organization

In the first of a multi-part blog series, we take a look at a unique customer profiling tool called Kaleido. Created by Janalakshmi Financial Services, the tool maps the financial context of a household, getting us closer to a customer-centricity.
Blog

The Journey to Client Centricity in Financial Inclusion

CGAP's partnership with Janalakshmi Financial Services seeks to learn more about understanding customers, designing effective product delivery, and making the economics behind client-centric financial services for the poor work.
Blog

How Best Can We Listen to Clients?

Barring a few steadfast voices over the last two decades, the financial inclusion field as a whole has only started coming around to ‘client-centricity’ as compared to others in the development field or even commercial industries. Everyone seems to agree that the starting point is to understand clients better. But these discussions become about methods very quickly.
Blog

Linking Youth Transitions to Financial Services

There are an estimated 1.2 billion young people around the world between the ages of 15-24, with the vast majority living in developing countries. Whether countries are able to harness the potential of the vast numbers of youth in their economies will depend in part on how they manage the individual transitions that youth make in their lives.