Anubhav Mehrotra

About Anubhav Mehrotra

Customer Experience & Operations Leader with over 25 years of driving digital transformation, AI-led automation, and profitable customer loyalty programs. Experienced in leading large-scale service delivery, retention strategy, and business transformation across global and Indian markets.At Tata 1mg, as Head of Customer Experience, I am shaping how one of India’s most trusted Health-Tech brands delivers value, consistently, profitably, and at scale.My work has ranged from introducing AI-driven personalization and automating high-volume operations to improving NPS, CSAT, and First-Contact Resolution while reducing the cost-to-serve.Career Highlights:Led CX transformation at Tata 1mg — Winner, Tata Group’s Best Customer Service Team (2024)Improved NPS & CSAT by double digits while optimizing operational costsNamed CX Leader of the Year 2024 for customer-centric innovationScaled operations to manage exceptional demand during COVID, seasonal surges, and festive peaks without compromising qualityBuilt AI-powered Voice of Customer and Root Cause Analysis systems, now used company-wide for strategic decisionsI believe the foundation of exceptional CX is built on people as much as processes. I take pride in creating purpose-led, high-performing teams, mentoring future leaders, and fostering a culture where growth.both personal and organizational. is always in focus!

Experience

1. Vice President Customer Experience

   Tata 1mg

   Aug 2021 — Present · Gurugram, IN

Education

• Chaudhary Charan Singh University

  Bachelor of Hotel Management, F&B Production and Front Office Management

  1996 — 1999

Skills

• Operational Excellence
• Leadership
• Bpo
• Business Change Management
• Call Centers
• Business Development
• Operations Management
• Personnel Management
• Customer Relationship Management (Crm)
• Contact Centers
• Performance Management
• Crm
• Outsourcing Management
• Service Delivery
• Business Analysis
• Customer Service, Relations and Satisfaction
• Management
• Business Strategy
• Business Process Outsourcing (Bpo)
• Satisfaction
• Employee Engagement
• Team Management
• Business Process Improvement
• Customer Satisfaction
• Management Information Systems (Mis)
• Recruiting
• Team Leadership
• Outsourcing
• Process Improvement
• Customer Service
• Change Management
• People Management
• Vendor Management
• Transition Management