Akansha Kapoor
Customer & Experience Transformation Lead | Enterprise Change | CX, Digital & Operating Model Strategy | Ex. PwC Senior Manager
- Role
- Customer Experience Lead at MetLife
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Akansha Kapoor
I’m a customer and experience transformation leader with a background in delivering large-scale, customer-led change across complex, regulated organisations.My work sits at the intersection of customer experience, digital transformation, and enterprise change. I specialise in taking ambiguous problems — unclear customer needs, fragmented journeys, misaligned teams — and turning them into clear strategies that organisations can actually execute.Over the past decade, I’ve led and supported multi-year transformation programs spanning customer journeys, digital platforms, operating models, and service delivery. I’m known for my ability to synthesise complexity, align senior stakeholders, and create momentum across cross-functional teams including technology, design, operations, risk, and brand.Previously, I was a Senior Manager at PwC, where I partnered with executive teams to deliver customer-led digital and service transformations across financial services, government, and consumer sectors. I currently work in-house in New York, leading experience transformation initiatives within a large, regulated enterprise.I’m particularly interested in roles where experience is used as a strategic lever for growth and where leaders are looking for someone who can bridge strategy and execution — not just design ideas, but land them at scale.Outside of corporate work, I’m deeply interested in storytelling, creativity, and how brands build emotional connection with customers — perspectives that increasingly inform how I think about experience, culture, and change.
Experience
Customer Experience Lead
Sep 2024 — Present · NY, US
Leading Customer Experience (Acquisition & Retention) for MetLife’s Direct-to-Consumer products.
Education
Monash University
Bachelor of Business Information Systems
2013 — 2015
Skills
- Pmo
- Leadership
- Microsoft Excel
- Lotus Notes
- Project Management
- Management
- Strategy
- Gls
- Gbs
- Data Analysis
- Microsoft Office
- Gps
- Public Speaking
- Os X
- Data Management
- Business Analysis
- Database Design
- Visual Basic
- Consulting
- Databases
- Business Analytics
- Networking
- Quality Assurance
- Business Process Improvement
- Teamwork
- Report Writing
- Analysis
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