Akash Jaggi

About Akash Jaggi

Global Leader with proven track record in establishing and scaling capabilities and operations globally. An expert in transforming cost centers into strategic innovation hubs, delivering 30-40% efficiency in 3 to 4 years span.Core expertise: AI/ML/GenAI transformation, Global Service delivery strategy and Operations, multi-geography stakeholder management, and crisis leadership. Builder of high-performing organizations with proven ability to influence global stakeholders and drive strategic initiatives across complex matrix organizations.Currently, strategizing for an 800+ team, supporting $8.5B customer revenue base across the globe by overlooking all the defined six customer touchpoints, driving growth and experience, with special focus on global GTM strategy for Cloud and Service Provider segments for improved YoY growth. Deliver operational efficiencies, reduce Cost of Poor Quality and implement \"Issue to Prevention\" methodology for enhanced quality, delivery, and escalation management for stakeholders.

Experience

1. Global Director - Customer Satisfaction & Quality

   Schneider Electric

   Nov 2021 — Present · IN

   AGM : Sept\'15 to Mar\'17 | GM : Apr\'18 to Nov\'19 | Director : Dec\'19 to Oct\'21 | Global Director : Nov\'21 till date.Career contextStrategizing for an 800+ team, supporting $8.5B customer revenue base across the globe by overlooking all the defined six customer touchpoints, driving growth and experience, with special focus on global GTM strategy for Cloud and Service Provider segments for improved YoY growth. Deliver operational efficiencies, reduce Cost of Poor Quality and implement \"Issue to Prevention\" methodology for enhanced quality, delivery, and escalation management for stakeholders.Overview of capabilities built and the impactStrategy & Transformation•Smart plants and Warehouses: Leveraged cutting-edge technology and real-time process tracking to deliver 60% MDR reduction, 25% throughput improvement, and 27% decrease in Cost of Poor QualityInnovation & Technical hubs: •Established innovation hubs to accelerate R&D for product modernization and new launches•Built technical labs reducing root cause analysis time by 70%, enabling faster resolution & improved product reliability•Training labs: Generated $0.5M commercial benefits in 2 years by training external talent, while strengthening internal competency programs. Also successfully created a talent pipeline by gaining early access to top market talent for in-house operationsOperational Excellence•Risk of Loss Index: Introduced a unified metric to quantify customer pain points to drive stronger relationship with top customers & delivered 12% business growth with top customers•Systemic Issue Management: Implemented a structured approach to resolve critical customer issues, ensuring cross-functional lookback and close-looped preventive actions to eliminate root causes. Reduced FFR by 27%.•CX Playbook Deployment: Designed and rolled out a global playbook across all regions, resulting in +30 point improvement in Delivery Net Satisfaction Score and +8-point increase in NPS in 3 years

Education

• HansRaj model school

  Bachelor of Commerce (B.Com.), Commerce

  1996 — 1998

• INSEAD

  Tailored SE Leadership Program Level 3, Business Administration and Management, General

• Delhi University

  Bachelor of Commerce - BCom, Business/Commerce, General

• INSEAD

  Tailored SE Leadership Program Level 4, Business Administration and Management, General