Headline

Fractional CX Leader | Founder, CustX | Ex–Swiggy | Simpl | AI-Led CX & Revenue Transformation | Built ops for 1.8M orders/day | 97% collections on ₹290 Cr |

About

I build and scale Customer Experience and Revenue Operations engines where AI drives measurable performance — not operational noise. Over the last 20+ years, I’ve led enterprise-scale CX and collections functions across fintech and digital-first businesses. I’ve scaled teams of 1,000+ FTE, driven 97% collection rates on ₹290 Cr portfolios, and helped operations grow from 9,000 to 1.8M orders per day without losing control of performance or trust. One belief anchors my work: AI does not fix broken operations. It amplifies what already exists. That’s why my focus sits at the intersection of: • AI-enabled Customer Experience • Predictive Collections & Revenue Optimization • Contact Center & Workflow Architecture • Intelligent CRM and Knowledge Ecosystems The outcomes have been practical and measurable: • 33% reduction in contact volume through AI-led chatbot design • 3X uplift in collection opportunity using ML prioritization • 13% improvement in same-day collections • 33% reduction in refund leakage costs • End-to-end CX tech stack transformation and workflow redesign 📩 I’m open to strategic conversations around AI-enabled CX and revenue transformation. And equally open to senior leadership roles where Customer Experience, Operations, and AI need to be built, scaled, or fundamentally redesigned at enterprise level.

Location

Bengaluru

AI stack

claude

lovable

n8n

notebooklm

Bolt.new

Gamma

Work experience

Founder & Fractional Head of CX at CustX.in, Aug 2024 - Present · 2 yrs 1 mo, Remote + Onsite Arrangements, I partner with founder-led and PE-backed D2C, fintech and digital-first businesses to redesign Customer Experience and Revenue Operations using AI-enabled operating models. Key Transformations Delivered • Designed AI-led CX strategy frameworks aligning automation, retention and repeat revenue for D2C and digital brands • Built scalable CX operating models — SOP architecture, quality governance, NPS systems and performance dashboards • Enabled CRM and workflow redesign improving resolution speed and reducing cost-to-serve • Structured intelligent collections and recovery prioritization engines improving cash flow visibility (fintech & credit-led models) • Implemented chatbot and self-serve journeys reducing contact dependency while protecting brand trust • Designed customer profiling frameworks (order history, spend, refunds, contact behaviour) enabling contextual automation • Created CX playbooks institutionalising performance across growth-stage businesses

Founding Team Member | Head of CX, Operations & Cost Management at ServiceGTD, Apr 2025 - Sep 2025 · 6 mos, Bengaluru, Karnataka, India, As part of the founding team at an early-stage startup, I led the Customer Experience, Operations, and Cost Management functions to build scalable processes from the ground up. Operational Strategy: Designed and executed the company’s operational blueprint to streamline business functions, improve efficiency, and support rapid growth. CX & CRM Systems: Researched, evaluated, and integrated CRM and sales tools to optimize lead management, conversion, and customer lifecycle tracking. Customer Acquisition: Spearheaded customer acquisition initiatives across Reddit, Facebook (including niche groups), and Instagram, driving community engagement and early growth. Investor Support: Partnered with leadership to create compelling investor presentations and pitch decks that supported successful fundraising efforts. Financial Planning: Built comprehensive financial and cost models to guide budgeting, forecasting, and long-term strategic planning. This role combined CX strategy, technology enablement, and financial discipline to help Service GTD scale effectively from its early stage.

Associate Director Of Operations at Simpl, Dec 2021 - May 2024 · 2 yrs 6 mos, Bengaluru, Karnataka, India, Scaled collections CX capacity from 15,000 to 60,000+ monthly calls while improving customer satisfaction and IR scores. Introduced IVR optimizations and AI-driven voice bots reducing agent load by 30%, boosting NPS by 10 points. Established omnichannel support processes integrating chat, voice, and email, reducing average resolution time by 22%.

Head - Operations at BeyondSkool, Apr 2021 - Dec 2021 · 9 mos, Mumbai, Maharashtra, India, Led customer support and operational excellence for an EdTech platform focused on after-school learning. CX Strategy: Designed and implemented student/parent experience processes, reducing query resolution time and improving satisfaction scores. CRM & Tools: Integrated CRM and support automation platforms to manage inbound queries, track leads, and enhance retention. Team Building: Recruited and trained support and operations teams, instilling a culture of data-driven decision making and SLA adherence. Customer Acquisition Support: Collaborated with marketing to optimize lead conversion funnels from digital campaigns.

Education

Certificate, Leadership with AI, Indian School of Business

Bachelor of Commerce, Accounting and Finance, Mumbai University (2003)

Public links

nilaycx.lovable.app: https://nilaycx.lovable.app/