Anshul Bahl, CCXP
Customer Experience & Insights Leader
Dubai
Summary
Customer Experience & Insights professional with diverse experience helping brands unlock new areas of growth by monitoring consumer behavior as well as defining & improving customer experiences across the journey, with a focus on key insights, strategy, sales, operations, process improvement & organizational adoption.
Strong focus on methodological know-how, acquired analytical expertise & business acumen, to help organizations drive long-term customer loyalty & realize incremental revenue growth
Overview
13
13
years of professional experience
3
3
Certifications
Work History
Senior Manager - Customer Experience
Majid Al Futtaim
06.2022 - Current
- Leading MAF's Voice of Customer (VOC) program responsible for the overall health, deploying new initiatives, enhancements, existing program maintenance and driving higher program adoption. 2Mn+ feedback across 25+ brands spread over 15 markets globally
- Learning and enablement of Qualtrics technical aspects for CX teams within MAF. Designing CX programs, understanding customer feedback across multiple channels leveraging surveys, focus groups, Social Media handles and monitoring service standard compliance via Mystery Shopping program
- Produce periodic executive summary reports for senior stakeholders & support strategic projects with issue based insights having clear focus on the expected ROI. Delivered a project highlighting potential revenue at risk worth 240 Mn AED for a retail brand within UAE.
- Co-owner of MAF's Continuous Improvement Framework of functional systems, processes and practices. Leveraging the Double Diamond framework to execute Design Thinking projects across our brand portfolio.
Sr. Manager-Customer Experience
Zalando SE
09.2020 - 04.2022
- Led the CX Program for partner ecosystem, ensuring partner satisfaction across multiple touchpoints throughout the journey
- Responsible for monitoring and improving overall program matrices (survey response rates up 6 pp, NPS up by 2 points in 14 months
- Program manager for cross functional improvement initiative targeting a potential saving of Euro 300 Mn annually
Customer Experience Manager
Kantar
09.2015 - 08.2020
- Helped mitigate potential revenue loss ~$1 Mn annually, basis the design & implementation of a (VoC) program for a leading retail conglomerate in MEA spanning 20+ brands, 350+ stores, 12+ markets & 9 websites with key focus on brands including IKEA, Marks & Spencer, Robinsons, Guess & Kate Spade
- Led the transactional CX program for the largest retail bank in the UAE rolling out ~900k surveys (across e-mail, app & digital assets). Helped design & implement a robust close loop process to address & action customer feedback
- Skilled at collecting & interpreting customer response from different sources & leveraging Data / Text Analytics to democratize insights, & identify opportunities to improve the overall customer, brand & product experience
Senior Consultant, Advisory Services
KPMG
01.2015 - 09.2015
- Part of the priority accounts team, serviced top 3 clients within the Telecom, Media & Technology sector for KPMG India
- Experience defining key success metrics, setting performance goals, and continually monitoring key performance indicators to improve the sales pipeline
- 40% higher operational efficiencies by re-engineering processes involving sales/revenue reporting. Determined areas for improvement and implemented processes to alleviate problems.
Research Executive
Nielsen IQ
11.2012 - 12.2014
- Chosen among top-15 young employees in India, put on a 1-year fast track leadership training program with a skip promotion
- Qualitative research exposure to moderate focus groups as well as in-depth interviews for clients across FMCG, Retail & Technology (B2B) vertical
- Part of a Business Process Improvement project that helped Nielsen India save ~ USD 400k
- Global assignments across FMCG, Telecom & Technology clients – Customer experience/ NPS program, Brand equity measurement, Product/Concept test
Research Associate
Ingersoll Rand
05.2011 - 10.2012
- Analyzing industry/market information across secondary data sources to improvise on B2C market entry strategy for an Industrial HVAC brand part of the B2B portfolio
- Tasked with moderating focus groups / In-depth qualitative interviews to support desk & quantitative research findings
Education
Customer Experience Masterclass -
Wilms & Co.
The Netherlands 09.2018 - 2019.05
Master of Science - Market Research
Nielsen IQ Academy (Northpoint Centre of Learning
India 06.2012 - 2013.05
Bachelor of Science - Biotechnology
Amity University
India 05.2006 - 2010.05
Skills
- CX Platforms (Medallia, Qualtrics etc)
Consultative Sales, Stakeholder Mgmt
Secondary Research (Forrester, Ovum)
Program Management
Certification
Qualtrics L1 CX Certification
Timeline
Senior Manager - Customer Experience
Majid Al Futtaim
06.2022 - Current
Qualtrics L1 CX Certification
09-2021
Sr. Manager-Customer Experience
Zalando SE
09.2020 - 04.2022
Certified Customer Experience Professional (CCXP))
02-2020
Medallia CX Product Certification
03-2019
Customer Experience Masterclass -
Wilms & Co.
09.2018 - 2019.05
Customer Experience Manager
Kantar
09.2015 - 08.2020
Senior Consultant, Advisory Services
KPMG
01.2015 - 09.2015
Research Executive
Nielsen IQ
11.2012 - 12.2014
Master of Science - Market Research
Nielsen IQ Academy (Northpoint Centre of Learning
06.2012 - 2013.05
Research Associate
Ingersoll Rand
05.2011 - 10.2012
Bachelor of Science - Biotechnology
Amity University
05.2006 - 2010.05
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