Aman Chawla

About Aman Chawla

I lead customer experience transformation for large, complex organizations — combining data, dialogue, applied AI, and operational rigor to build experiences that are intelligent, human, and continuously improving.Over two decades, I’ve shaped global CX programs at scale, with deep focus on analytics, conversation intelligence, and quality evolution. I’ve led teams that redesign how contact centers operate, how customer interactions are understood, and how quality frameworks evolve — all while aligning with globally recognized standards like COPC.My work integrates AI into QA and conversation analytics, unlocks actionable insights from voice, chat, and email channels, and enables measurable improvements in CX outcomes, consistency, and first-contact resolution.I believe the best service models are built at the intersection of data, empathy, and operational excellence — and I work closely with cross-functional teams to make that vision real.

Experience

1. Vice President, Tp Digital Coe

   TP

   Jan 2021 — Present

Education

• Apeejay School of Management

  Post Graduate Diploma, Business Management

  1999 — 2001

• University of West London

  MBA, Marketing

  1999 — 2002

• Apeejay School of Management

  Bachelors, Business Administration

  2001

Skills

• Service-Level Agreements (Sla)
• Vendor Management
• Process Excellence
• Leadership
• Workforce Management
• Outsourcing
• Customer Experience
• Customer Service
• Prince2
• Transition Management
• Business Process
• Offshoring
• New Restaurant Openings
• Interaction Analytics
• Project Planning
• Customer Relationship Management (Crm)
• Contact Centers
• Six Sigma
• Sla
• Restaurants
• Management
• Team Building
• Customer Satisfaction
• Training
• Team Leadership
• Bpo
• Team Management
• Call Centers
• Service Delivery
• Business Process Outsourcing (Bpo)
• Restaurant Management
• Performance Management