Lipi Nayak profile photo 1 on Tal

Lipi Nayak

Customer Experience Professional | Six Sigma Green Belt | Project Management Certified

Bengaluru

12+ years of work experience

Bajaj Markets
Jul 20233 yrs 3 mosPresent

Pune, Maharashtra, India

Jul 20233 yrs 3 mosPresent

Leading the Grievance Redressal function as Nodal Officer, reducing overall customer complaints and social media escalations through structured root-cause analysis, governance frameworks, and faster resolution SLAs. Drove end-to-end digital customer journey optimization across app/web platforms by designing high-impact self-service (DIY) journeys, resulting in a 98% improvement in digital self-service success rates and reduced dependency on assisted channels. Increased Customer Satisfaction (CSAT) from 60% to 75% by redesigning key journeys, eliminating top complaint drivers, and improving service quality standards. Implemented RPA-led monitoring of critical digital journeys to proactively detect technical failures, significantly reducing customer-impacting incidents and repeat grievances. Applied Lean Six Sigma and project management methodologies to streamline grievance workflows, improve SLA adherence, and reduce turnaround time for complaint resolution. Partnered with Product, Technology, Compliance, Operations, and Legal teams to embed customer-first design while ensuring regulatory and policy compliance. Built VOC and grievance analytics dashboards to convert complaint trends into actionable CX, product, and policy improvements. Owned the Help & Support experience on mobile apps and web platforms, improving issue discoverability and digital resolution rates. Enabled API-based integrations to strengthen digital self-service and backend grievance resolution workflows, improving resolution accuracy and speed.
Bajaj Finserv
Jul 20211 yr 11 mosMay 2023

Pune, Maharashtra, India

Bajaj Finserv
Jul 20211 yr 11 mosMay 2023

Drove customer experience transformation by leading VOC deep-dives, customer journey mapping on Super App, and evaluating new processes to identify high-impact improvement opportunities. Improved service quality and customer understanding through complaint analytics, InsurTech competitor benchmarking, and simplifying customer communications across key journey touchpoints.
Ujjivan Small Finance Bank Limited
Sep 20191 yr 11 mosJul 2021

Bangalore

Ujjivan Financial Services Pvt Ltd.
May 20147 yrs 3 mosJul 2021

Ujjivan Small Finance Bank Limited
May 20147 yrs 2 mosJun 2021

Implemented regulatory guidelines; coordinated with Compliance/Audit for policy adherence. Developed education programs on complaints, codes, and rights; prepared reports for RBI/Boards. Conducted branch audits, improved CSAT via feedback/training, resolved technical glitches cross-functionally. Handled escalations, recruited/trained Welcome Desk Executives.

Lipi’s AI Stack

gemini
gemini
ChatGPT
ChatGPT
Microsoft Copilot
Microsoft Copilot

Education

Master of Business Administration (MBA), Accounting and Finance

B.K.School of Business Management,Gujarat University

20122 yrs2014

Sheth C.N.Vidyalaya,Ahmedabad

199712 yrs2009

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Headline

Customer Experience Professional | Six Sigma Green Belt | Project Management Certified

Location

Bengaluru

AI stack

gemini

ChatGPT

Microsoft Copilot

Work experience

Lead- Customer Experience at Bajaj Markets, Jul 2023 - Present · 3 yrs 3 mos, Pune, Maharashtra, India

Customer Specialist at Bajaj Finserv Direct Ltd, Jul 2023 - Present · 3 yrs 3 mos, Leading the Grievance Redressal function as Nodal Officer, reducing overall customer complaints and social media escalations through structured root-cause analysis, governance frameworks, and faster resolution SLAs. Drove end-to-end digital customer journey optimization across app/web platforms by designing high-impact self-service (DIY) journeys, resulting in a 98% improvement in digital self-service success rates and reduced dependency on assisted channels. Increased Customer Satisfaction (CSAT) from 60% to 75% by redesigning key journeys, eliminating top complaint drivers, and improving service quality standards. Implemented RPA-led monitoring of critical digital journeys to proactively detect technical failures, significantly reducing customer-impacting incidents and repeat grievances. Applied Lean Six Sigma and project management methodologies to streamline grievance workflows, improve SLA adherence, and reduce turnaround time for complaint resolution. Partnered with Product, Technology, Compliance, Operations, and Legal teams to embed customer-first design while ensuring regulatory and policy compliance. Built VOC and grievance analytics dashboards to convert complaint trends into actionable CX, product, and policy improvements. Owned the Help & Support experience on mobile apps and web platforms, improving issue discoverability and digital resolution rates. Enabled API-based integrations to strengthen digital self-service and backend grievance resolution workflows, improving resolution accuracy and speed.

Cluster Manager -Customer Experience Center of Excellence at Bajaj Finserv, Jul 2021 - May 2023 · 1 yr 11 mos, Pune, Maharashtra, India

Customer Specialist at Bajaj Finserv, Jul 2021 - May 2023 · 1 yr 11 mos, Drove customer experience transformation by leading VOC deep-dives, customer journey mapping on Super App, and evaluating new processes to identify high-impact improvement opportunities. Improved service quality and customer understanding through complaint analytics, InsurTech competitor benchmarking, and simplifying customer communications across key journey touchpoints.

Corporate Manager- Service Quality Compliance at Ujjivan Small Finance Bank Limited, Sep 2019 - Jul 2021 · 1 yr 11 mos, Bangalore

Service Quality Manager at Ujjivan Financial Services Pvt Ltd., May 2014 - Jul 2021 · 7 yrs 3 mos

Service Quality Manager at Ujjivan Small Finance Bank Limited, May 2014 - Jun 2021 · 7 yrs 2 mos, Implemented regulatory guidelines; coordinated with Compliance/Audit for policy adherence. Developed education programs on complaints, codes, and rights; prepared reports for RBI/Boards. Conducted branch audits, improved CSAT via feedback/training, resolved technical glitches cross-functionally. Handled escalations, recruited/trained Welcome Desk Executives.

Education

Master of Business Administration (MBA), Accounting and Finance, B.K.School of Business Management,Gujarat University

Sheth C.N.Vidyalaya,Ahmedabad