Tushar Gupta profile photo 1 on Tal

Tushar Gupta

Data Science @Uber

Bengaluru

8+ years of work experience

Uber
Jul 20263 mosPresent

Bengaluru, Karnataka, India

Swiggy
Apr 20233 yrs 3 mosJun 2026

Bengaluru, Karnataka, India

Responsible for Analytics roadmap creation, and its execution to drive org's AOP goals ● Customer Hazard Score (CHS): Redefined the North star metric for CX from Voice of customer (NPS) based methodology to customer behavior based metric called CHS (defined based on retention repeats) leading to major changes in the CX strategy driving over ~20K iOPD for Food & Instamart Marketplace ● CCC (Consecutive Compounding Crazy) Interventions: Responsible for creation of a customer churn risk score and E2E execution of Priority Mode based on CCC score for the customers who were grieved by bad experience multiple times driving ~5K iOPD by focusing on right set of customers ● Trusted DE: Collaborated to create 4 DE Fraud Models (based on cancellations, Complaints, DE Pay-out & Floating Cash) which were combined to generate a trusted DE cohort having 3x better Performance on the platform. Also, responsible for productionalisation of the framework in Swiggy’s assignment logic from analytics perspective ● Ring-fencing Target Group: Developed framework to define premium and potentially premium customers based on past behaviour, affluent markers & loyalty, who are required to be safe guarded for better experience across all touchpoints from Swiggy, which showed 3.5x ROI on CCC interventions & 1.5x returns on customer complaints from OPD perspective ● Driven ~1.5 Rs reduction in cost for Swiggy PnL across multiple initiatives in the Trust & Safety charter. Identified Fraud & inefficiencies in inventory management from POD x Warehouse side contributing to ~70p goodness. Real-time monitoring for potential COD customer driven cancellation prone orders leading to ~10p savings. ~30p opportunity was realised from Free cash abuse by New/Dormant users on Instamart ● Managed a group of 5-6 analysts directly, mentored them on their business acumen, Problem solving etc
Swiggy
Oct 20211 yr 6 mosMar 2023

Bengaluru, Karnataka, India

Responsible for driving analytics for CX and Fraud teams at swiggy (food and instamart) ● Operationalized a mechanism for identifying egregiously impacted customers by various bad experiences and designed ways to save customer experience for them ● Redesigned the mechanism for identifying high value customers from customer perspective and sentiments leading to 14p savings and improving overall CX on the platform ● Used text analysis to understand the major topics of pain points highlighted by the customer in NPS surveys ● Responsible for saving ~1.2 Rs in fraud by creating high precision rules to identify frivolous customers, delivery partners, restaurants and Instamart PODs ● Responsible for streamlining Sprint planning in whole analytics team of 30+ subteams ● Managed 4-5 peers directly, improving their acumen on problem solving, technical skills, presentation and stakeholder management
Swiggy
Apr 20201 yr 6 mosSep 2021

India

Responsible for driving outcomes and decisions CX analytics charter. ● Worked with stakeholders to improve cancellations and Food experience for a customer with minimal impact on cost ● Drove ~3Rs per order impact by improving Food complaints and cancellation policies ● Created a mechanism to gauge impact of improvement in NPS on order growth ● Helped the org to understand detarction and created a framework on detraction events to save customers from any bad experience ● Guided and enabled 5 juniors to handle difficult unstructured problems on their own
Mu Sigma Inc.
Sep 20171 yr 6 mosFeb 2019

Bangalore, India

● Worked with the Dubai based mall operating conglomerate in the retail industry ● Helped the marketing and administrative teams to help solve complex real world problems ● Campaign targeting, customer segmentation and parking optimization are the major projects having my contribution ● Specializes in R and SQL
DIC Panjab University
Jan 20177 mosJul 2017

Chandigarh, Chandigarh, India

● Worked in the field of Traffic Sensing and IT. Designed a Traffic light system for free passage for Emergency vehicles at the traffic lights.

Tushar’s AI Stack

claude code
claude code
gemini
gemini

Education

UIET Panjab University

Bachelor’s Degree, Electronics and Communications Engineering

UIET Panjab University

20134 yrs2017
Central Board of Secondary Education

High School, Non Medical

Central Board of Secondary Education

199914 yrs2013

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Headline

Data Science @Uber

About

Enabling Customer Experience & Fraud business outcomes by data driven decisions

Location

Bengaluru

AI stack

claude code

gemini

Work experience

Senior Scientist at Uber, Jul 2026 - Present · 3 mos, Bengaluru, Karnataka, India

Senior Manager Analytics at Swiggy, Apr 2023 - Jun 2026 · 3 yrs 3 mos, Bengaluru, Karnataka, India, Responsible for Analytics roadmap creation, and its execution to drive org's AOP goals ● Customer Hazard Score (CHS): Redefined the North star metric for CX from Voice of customer (NPS) based methodology to customer behavior based metric called CHS (defined based on retention repeats) leading to major changes in the CX strategy driving over ~20K iOPD for Food & Instamart Marketplace ● CCC (Consecutive Compounding Crazy) Interventions: Responsible for creation of a customer churn risk score and E2E execution of Priority Mode based on CCC score for the customers who were grieved by bad experience multiple times driving ~5K iOPD by focusing on right set of customers ● Trusted DE: Collaborated to create 4 DE Fraud Models (based on cancellations, Complaints, DE Pay-out & Floating Cash) which were combined to generate a trusted DE cohort having 3x better Performance on the platform. Also, responsible for productionalisation of the framework in Swiggy’s assignment logic from analytics perspective ● Ring-fencing Target Group: Developed framework to define premium and potentially premium customers based on past behaviour, affluent markers & loyalty, who are required to be safe guarded for better experience across all touchpoints from Swiggy, which showed 3.5x ROI on CCC interventions & 1.5x returns on customer complaints from OPD perspective ● Driven ~1.5 Rs reduction in cost for Swiggy PnL across multiple initiatives in the Trust & Safety charter. Identified Fraud & inefficiencies in inventory management from POD x Warehouse side contributing to ~70p goodness. Real-time monitoring for potential COD customer driven cancellation prone orders leading to ~10p savings. ~30p opportunity was realised from Free cash abuse by New/Dormant users on Instamart ● Managed a group of 5-6 analysts directly, mentored them on their business acumen, Problem solving etc

Analytics Manager at Swiggy, Oct 2021 - Mar 2023 · 1 yr 6 mos, Bengaluru, Karnataka, India, Responsible for driving analytics for CX and Fraud teams at swiggy (food and instamart) ● Operationalized a mechanism for identifying egregiously impacted customers by various bad experiences and designed ways to save customer experience for them ● Redesigned the mechanism for identifying high value customers from customer perspective and sentiments leading to 14p savings and improving overall CX on the platform ● Used text analysis to understand the major topics of pain points highlighted by the customer in NPS surveys ● Responsible for saving ~1.2 Rs in fraud by creating high precision rules to identify frivolous customers, delivery partners, restaurants and Instamart PODs ● Responsible for streamlining Sprint planning in whole analytics team of 30+ subteams ● Managed 4-5 peers directly, improving their acumen on problem solving, technical skills, presentation and stakeholder management

Senior Business Analyst at Swiggy, Apr 2020 - Sep 2021 · 1 yr 6 mos, India, Responsible for driving outcomes and decisions CX analytics charter. ● Worked with stakeholders to improve cancellations and Food experience for a customer with minimal impact on cost ● Drove ~3Rs per order impact by improving Food complaints and cancellation policies ● Created a mechanism to gauge impact of improvement in NPS on order growth ● Helped the org to understand detarction and created a framework on detraction events to save customers from any bad experience ● Guided and enabled 5 juniors to handle difficult unstructured problems on their own

Trainee Decision Scientist at Mu Sigma Inc., Sep 2017 - Feb 2019 · 1 yr 6 mos, Bangalore, India, ● Worked with the Dubai based mall operating conglomerate in the retail industry ● Helped the marketing and administrative teams to help solve complex real world problems ● Campaign targeting, customer segmentation and parking optimization are the major projects having my contribution ● Specializes in R and SQL

Research Intern at DIC Panjab University, Jan 2017 - Jul 2017 · 7 mos, Chandigarh, Chandigarh, India, ● Worked in the field of Traffic Sensing and IT. Designed a Traffic light system for free passage for Emergency vehicles at the traffic lights.

Education

Bachelor’s Degree, Electronics and Communications Engineering, UIET Panjab University

High School, Non Medical, Central Board of Secondary Education