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Presentation
I am a dynamic and results-driven Client Experience Leader with over 24+ years of experience in the IT sector, specializing in Customer Experience Management. My expertise lies in developing and executing customer-centric strategies that drive client satisfaction and business growth. I excel at building strong client relationships and leading high-performing teams to optimize client experiences. My consultative approach and strategic thinking
enable me to identify opportunities for operational improvements that enhance client interactions. Throughout my career, I have achieved significant milestones, including successfully anchoring multi-million euro wins and transforming client visit experiences across global delivery centers. I have a proven track record of leveraging technology to enhance client experiences and implementing data-driven improvements based on client feedback. My leadership style is characterized by a commitment to excellence and a focus on fostering a positive and engaging environment for both clients and team members.
I own the full client lifecycle from engagement strategy to delivery governance. I work directly with global stakeholders to strengthen relationships, resolve conflicts, and translate business priorities into measurable experience outcomes.
My work focuses on three results:
• Higher client retention through structured communication frameworks and executive reporting rhythms
• Stronger satisfaction scores through process redesign and service recovery models
• Faster adoption of solutions through technology enabled engagement models
I bring strength in enterprise planning, experience design, and executive communication. I am most effective in roles that require ownership of a function, accountability for client outcomes, and authority to align teams across regions.
My Core strengths include:
• Enterprise growth strategy, GTM transformation, and customer-centric business innovation.
• Global engineering offerings portfolio management, including positioning, packaging, pricing, and lifecycle management.
• Sales enablement through playbooks, value propositions, solution narratives, estimation, orals, battlecards, and reusable pre-sales assets.
• Development and governance of global offerings repositories, case studies, demos, PoCs, and reference architectures.
• Executive engagement with C-suite stakeholders to strengthen market positioning, client retention, and business expansion.
• Building and leading high-performing global teams, leveraging data-driven insights to deliver measurable business outcomes.
enable me to identify opportunities for operational improvements that enhance client interactions. Throughout my career, I have achieved significant milestones, including successfully anchoring multi-million euro wins and transforming client visit experiences across global delivery centers. I have a proven track record of leveraging technology to enhance client experiences and implementing data-driven improvements based on client feedback. My leadership style is characterized by a commitment to excellence and a focus on fostering a positive and engaging environment for both clients and team members.
I own the full client lifecycle from engagement strategy to delivery governance. I work directly with global stakeholders to strengthen relationships, resolve conflicts, and translate business priorities into measurable experience outcomes.
My work focuses on three results:
• Higher client retention through structured communication frameworks and executive reporting rhythms
• Stronger satisfaction scores through process redesign and service recovery models
• Faster adoption of solutions through technology enabled engagement models
I bring strength in enterprise planning, experience design, and executive communication. I am most effective in roles that require ownership of a function, accountability for client outcomes, and authority to align teams across regions.
My Core strengths include:
• Enterprise growth strategy, GTM transformation, and customer-centric business innovation.
• Global engineering offerings portfolio management, including positioning, packaging, pricing, and lifecycle management.
• Sales enablement through playbooks, value propositions, solution narratives, estimation, orals, battlecards, and reusable pre-sales assets.
• Development and governance of global offerings repositories, case studies, demos, PoCs, and reference architectures.
• Executive engagement with C-suite stakeholders to strengthen market positioning, client retention, and business expansion.
• Building and leading high-performing global teams, leveraging data-driven insights to deliver measurable business outcomes.
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Offered services
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Background
Senior Director, Client Experience and Strategy
Leadership Impact & Strategic Contributions
• Lead the strategic design and execution of client engagement models across global Acceleration Centers, directly influencing
revenue growth and multi-million-dollar deal outcomes
• Partner with global leadership to embed customer experience into enterprise sales and growth strategy, driving pipeline conversion
and client retention
• Define and institutionalize scalable operating models, KPIs, and governance frameworks to ensure consistent and measurable
business impact
• Act as a strategic advisor to senior stakeholders, shaping account strategies and enhancing competitive positioning in complex deal
environments
• Drive cross-geography integration and transformation initiatives, improving operational efficiency and global alignment
Transformation & Innovation Initiatives
• Established a dedicated, scalable CX function, expanding scope to include senior partner and strategic account engagements.
• Integrated cross-geo operations (including Mexico) into a unified global CX framework, enhancing consistency and operational efficiency.
• Partnered with Learning & Development to embed CX capabilities into leadership onboarding programs, elevating organizational maturity.
• Launched structured employee recognition and engagement programs, improving morale, retention, and team performance.
• Contributed to strategic talent development through participation in consulting capability-building initiatives and leadership programs.
• Actively support CSR and diversity initiatives, including Women in Technology, strengthening organizational culture and brand.
• Lead the strategic design and execution of client engagement models across global Acceleration Centers, directly influencing
revenue growth and multi-million-dollar deal outcomes
• Partner with global leadership to embed customer experience into enterprise sales and growth strategy, driving pipeline conversion
and client retention
• Define and institutionalize scalable operating models, KPIs, and governance frameworks to ensure consistent and measurable
business impact
• Act as a strategic advisor to senior stakeholders, shaping account strategies and enhancing competitive positioning in complex deal
environments
• Drive cross-geography integration and transformation initiatives, improving operational efficiency and global alignment
Transformation & Innovation Initiatives
• Established a dedicated, scalable CX function, expanding scope to include senior partner and strategic account engagements.
• Integrated cross-geo operations (including Mexico) into a unified global CX framework, enhancing consistency and operational efficiency.
• Partnered with Learning & Development to embed CX capabilities into leadership onboarding programs, elevating organizational maturity.
• Launched structured employee recognition and engagement programs, improving morale, retention, and team performance.
• Contributed to strategic talent development through participation in consulting capability-building initiatives and leadership programs.
• Actively support CSR and diversity initiatives, including Women in Technology, strengthening organizational culture and brand.
Vice President-Global CX Strategy
Strategic Responsibilities & Excellence
• Owned and executed global CX and engagement strategy as a core revenue enabler, contributing to multi-million-euro wins
• Built a globally aligned operating model, integrating regional teams into a unified, strategy-led organization
• Partnered with sales, marketing, and innovation teams to drive solution-led GTM strategies and differentiated client positioning
• Leveraged analytics and client insights to optimize engagement strategy, improve conversion rates, and enhance client lifetime value
• Led digital transformation initiatives, including virtual platforms and immersive experiences to scale global client engagement
Global Leadership & Business Impact
• Led the global CX strategy and execution for client visit experiences, directly contributing to multi-million-euro deal wins and revenue
growth.
• Built and managed a ONE GLOBAL CX organization, aligning regional teams to deliver consistent, high-quality, and differentiated client
engagements.
• Positioned CX as a core component of sales and account strategy, enhancing client perception, trust, and long-term partnerships.
Innovation & Digital Enablement
• Conceptualized and launched a virtual immersive client experience platform, enabling global clients to experience facilities remotely—
enhancing accessibility and reducing costs.
• Advanced innovation lab experiences showcasing Digital Operations, Analytics, and Intelligent Automation capabilities to strengthen client
engagement.
• Integrated emerging technologies (VR, digital interfaces, interactive tools) to deliver immersive and differentiated client experiences.
• Owned and executed global CX and engagement strategy as a core revenue enabler, contributing to multi-million-euro wins
• Built a globally aligned operating model, integrating regional teams into a unified, strategy-led organization
• Partnered with sales, marketing, and innovation teams to drive solution-led GTM strategies and differentiated client positioning
• Leveraged analytics and client insights to optimize engagement strategy, improve conversion rates, and enhance client lifetime value
• Led digital transformation initiatives, including virtual platforms and immersive experiences to scale global client engagement
Global Leadership & Business Impact
• Led the global CX strategy and execution for client visit experiences, directly contributing to multi-million-euro deal wins and revenue
growth.
• Built and managed a ONE GLOBAL CX organization, aligning regional teams to deliver consistent, high-quality, and differentiated client
engagements.
• Positioned CX as a core component of sales and account strategy, enhancing client perception, trust, and long-term partnerships.
Innovation & Digital Enablement
• Conceptualized and launched a virtual immersive client experience platform, enabling global clients to experience facilities remotely—
enhancing accessibility and reducing costs.
• Advanced innovation lab experiences showcasing Digital Operations, Analytics, and Intelligent Automation capabilities to strengthen client
engagement.
• Integrated emerging technologies (VR, digital interfaces, interactive tools) to deliver immersive and differentiated client experiences.
Global Head-Client Visit Experience
Strategic Leadership & Transformation
• Established and scaled the global Client Visit Experience function, transforming it into a strategic lever for client engagement.
• Led the global transformation of 60+ client engagement spaces, aligning infrastructure with digital-first, experience-led design principles.
• Drove innovation in client engagement models, delivering tailored, high-impact experiences aligned to client business objectives.
Operational Excellence & Client Engagement
• Worked as a trusted advisor and primary CX contact for key clients, strengthening relationships and enabling long-term partnerships.
• Designed and executed client workshops, executive briefings, and strategic engagements, facilitating meaningful business dialogues.
• Managed end-to-end CX operations, logistics, and governance, ensuring seamless execution across global delivery centers.
• Leveraged data-driven insights and client feedback to continuously enhance experience quality and business outcomes.
Cross-Functional Collaboration & Capability Building
• Partnered with sales, marketing, and delivery teams to align CX with revenue growth strategies and account expansion initiatives.
• Built organizational capability by training client-facing teams on CX best practices and consultative engagement techniques.
• Established and scaled the global Client Visit Experience function, transforming it into a strategic lever for client engagement.
• Led the global transformation of 60+ client engagement spaces, aligning infrastructure with digital-first, experience-led design principles.
• Drove innovation in client engagement models, delivering tailored, high-impact experiences aligned to client business objectives.
Operational Excellence & Client Engagement
• Worked as a trusted advisor and primary CX contact for key clients, strengthening relationships and enabling long-term partnerships.
• Designed and executed client workshops, executive briefings, and strategic engagements, facilitating meaningful business dialogues.
• Managed end-to-end CX operations, logistics, and governance, ensuring seamless execution across global delivery centers.
• Leveraged data-driven insights and client feedback to continuously enhance experience quality and business outcomes.
Cross-Functional Collaboration & Capability Building
• Partnered with sales, marketing, and delivery teams to align CX with revenue growth strategies and account expansion initiatives.
• Built organizational capability by training client-facing teams on CX best practices and consultative engagement techniques.
Content Architect/Strategist & Usability Consultant
Strategic Content & UX Leadership
• Delivered end-to-end content strategy, UX consulting, and usability solutions for global clients including Apple, Cisco, and American Airlines.
• Aligned content architecture with business objectives and user experience design, enhancing usability & engagement across digital
platforms.
Execution & Thought Leadership
• Developed and governed content frameworks, standards, and style guides, ensuring consistency, quality, and scalability.
• Conducted usability testing, user research, and heuristic evaluations, driving continuous product and experience improvements.
• Collaborated with cross-functional teams to integrate content, design, and technology for cohesive user experiences.
• Mentored teams and conducted training programs on UX, content strategy, and usability best practices.
• Delivered end-to-end content strategy, UX consulting, and usability solutions for global clients including Apple, Cisco, and American Airlines.
• Aligned content architecture with business objectives and user experience design, enhancing usability & engagement across digital
platforms.
Execution & Thought Leadership
• Developed and governed content frameworks, standards, and style guides, ensuring consistency, quality, and scalability.
• Conducted usability testing, user research, and heuristic evaluations, driving continuous product and experience improvements.
• Collaborated with cross-functional teams to integrate content, design, and technology for cohesive user experiences.
• Mentored teams and conducted training programs on UX, content strategy, and usability best practices.
MBA
Masters in Business Administration with Specialization in Marketing
Diploma in Public Relations
Diploma in PR, Advertising and Mass Comm.
Diploma in Information Technology
Information Technology
Bachelor of Arts
Hons in English Literature
Certificate on Executive MBA
MBA, with specialization in Marketing.
Certificate on Information Technology
IT Certificate specialization in Visual Basic from Aptech
Public Relations Diploma Certificate
Diploma in Public Relations and Advertising.
Bachelor of Arts Degree Certificate
Degree Certificate from Calcutta University. English Hons Graduate.
🇬🇧English
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Working hours
Monday
From10h00To18h00
☕From13h00To14h00
Tuesday
From10h00To18h00
☕From13h00To14h00
Wednesday
From10h00To18h00
☕From13h00To14h00
Thursday
From10h00To18h00
☕From13h00To14h00
Friday
From10h00To18h00
☕From13h00To14h00
Saturday
Closed
Sunday â–ª Today
Closed
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