Headline

SVP, Consumer Strategy & Experience | Building AI-Native CX | Agentic AI, Automation & Retention at Scale | P&L Owner

About

Your customer doesn't care about your AI. They care about their problem. I have spent 13+ years in CX, building it from zero at Fresh Bus, Infra.Market, Swiggy, and Airtel. Owning the P&L. Living the CSAT/NPS grind. Now I am obsessed with one question: where does AI actually fix the customer's problem, and where does it just add a shinier layer of friction? My take: AI flags the problem. Humans heal the moment. The real unlock isn't a better chatbot but it's the coordination layer underneath that connects a customer's issue to the people who can actually solve it. That's what I'm building today. Less automation theatre. More resolution. If you're working on AI in CX and you care about the experience more than the demo, let's talk.

Location

Gurgaon

AI stack

anthropic apis

claude code

claude

elevenlabs

gemini

notion

Work experience

Senior Vice President (SVP)-Consumer Strategy & Experience at Fresh Bus, Oct 2023 - Present · 2 yrs 11 mos, Hyderabad, Telangana, India, Leading Consumer Strategy & Experience for India's first electric inter-city bus service, where every passenger interaction spans app, call center, and on-ground ops. • Own the AI-CX agenda, deploying Generative and Agentic AI to automate tier-1 resolution and build a "coordination layer" that routes a passenger's problem to the team that can actually fix it, rather than a chatbot that simply deflects • Cut support load by 80% and improved resolution quality by 25% through AI-led automation of Unified Customer Journey • Built the Voice of Customer (VoC) engine that turns passenger feedback into product, ops, and experience fixes, closing the loop instead of just collecting NPS • Drove operational excellence through audits, training, and standardized quality frameworks across digital and field teams • Own measurable impact on CSAT, NPS, and retention at scale, partnering across product, ops, and tech

Sr. General Manager- Head of CX, Product Support & Inside Sales at Infra.Market, May 2022 - Oct 2023 · 1 yr 6 mos, Noida, Uttar Pradesh, India, Built the entire CX function from scratch for a leading B2B construction materials marketplace, spanning Customer Experience, Product Support, and Inside Sales. • Set the CX vision and strategy to support hyper-growth, then built it 0 to 1, hiring, training, and leading a 24-member team across multiple verticals • Designed the end-to-end customer journey and onboarded automation and CRM technology to scale support without scaling headcount linearly • Structured the function across People, Process, and Product stages, embedding data and self-serve to deflect repeat queries • Created a CX-Centric Competency Framework to grow talent as the team scaled • Owned the function's P&L, optimizing ROI across verticals and locations

General Manager- Head of Customer Experience(SuprDaily) at Swiggy, Nov 2020 - Apr 2022 · 1 yr 6 mos, Gurugram, Haryana, India, Led Customer Experience for SuprDaily (Swiggy's daily-essentials business), owning the function end to end across a 500+ person operation. • Owned national CSAT and NPS (transactional and conversational), driving a data-first approach that turned analytics into measurable experience gains • Built the CX function 0 to 1, scaling self-serve penetration to deflect repeat contacts and reduce cost to serve • Aligned operations to a Customer Effort Score (CES) framework, focusing the team on reducing friction, not just closing tickets • Managed the full P&L for the Customer Service vertical, balancing experience quality with operational viability • Ran multi-channel care across inbound, chat, email, and social, while tracking and improving partner performance • Acted as customer champion with Tech and Product, co-creating data-led solutions to recurring pain points

Multiple Roles at Ministry of Micro, Small and Medium Enterprises, Government of India, Aug 2017 - Oct 2020 · 3 yrs 3 mos, New Delhi

Product Digital CX at airtel, May 2015 - Jun 2017 · 2 yrs 2 mos, Gurugram, Haryana, India, - Customer Experience Strategy: Developed and executed the customer experience strategy - Identified opportunities to enhance customer satisfaction, loyalty, and engagement through product improvements and innovative solutions - Product Planning and Roadmap: Define and prioritize product features and enhancements based on customer needs, market research, and competitive analysis. Create and maintain a product roadmap that aligns with the customer experience strategy and business objectives - User Research and Insights: Conduct user research, gather customer feedback, and analyze market trends to gain insights into customer preferences, pain points, and behavior. Utilize this information to inform product decisions and optimize the customer experience.

CX Strategy Manager at airtel, Jun 2013 - Jun 2015 · 2 yrs 1 mo, Gurugram, Haryana, India, Role of a Business Manager at Airtel is fairly challenging and exciting as it entails managing and delivering quality service to Airtel's vast customer base keeping the cost of service in limits - Partner Management- Partner viability, P& L, Organization and Manpower management(Airtel Processes), Hiring adequate manpower etc. -BPO operations management, Service Level delivery, Delivery on quality parameters(Customer repeat calls), NSS(Net Satisfaction Score), NPS(Net promoter Score), - Postpaid and Prepaid Product and Process understanding and improvements through continuous suggestion to marketing teams basis customer VOC, Indirectly involved in product design

Management Trainee at airtel, Jun 2013 - Jan 2014 · 8 mos, Gurgaon, India, Strategic Projects in different verticals of Airtel 1. Customer Service - Collections and Retentions of B1 bucket in Lucknow city 2. Acquisition Experience Process streamlining(reduction of acquisition TAT for the customers) 3. Rural Sales - Reduction of NIL SSO (Sim selling outlets) and designing distribution network 4. Marketing Management - 4G Launch at Bangalore, part of the Launch team

Education

Post Graduate Diploma in Management(PGDM), Marketing and Operations Management, Management Development Institute, Gurgaon

Leadership with AI, Artificial Intelligence, Indian School of Business