Bhanu Pratap Singh
Customer Experience Leader | Built & Scaled Global CX Orgs | NPS, CX DPMO, Retention, Revenue Impact | AI-based CX strategy & CS transformation | Amazon | Ex Tata, Honeywell, GE
- Role
- Senior Customer Experience Manager at Amazon
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Bhanu Pratap Singh
Customer Experience (CX) Leader with 15 years of experience at Fortune 500 companies, including Amazon, GE, Honeywell, and Tata Group.2. Proven track record in creating CX design vision, leveraging ML/ LLM-driven insights to influence cross-functional Leadership, digital transformation through strategic initiatives, and tech/ process automation.3. Launched best-in-class customer feedback management tools, including AI-based Sentiment Analysis to create prioritization mechanisms.4. Built, scaled, and mentored global high-performing teams, with high job and manager satisfaction scores. Additionally, led large teams across 4 continents without authority to convert customer pain points to opportunities for quicker revenue realization and sustained customer satisfaction.5. Partnered with Product, Engineering, and Operations teams to implement strategic CX automation programs, thereby improving people productivity, customer experience & revenue realisation.
Experience
Senior Customer Experience Manager
Nov 2021 — Present · Hyderabad, IN
Designed and implemented a multi-channel global Customer Experience (CX) framework. Investigated root causes and created path-to-green initiatives for various Amazon businesses, to ensure CX goals are met year-on-year.Led planning, content curation, and delivery of two Global CX Summits annually, to enable FinOps teams to understand the overarching CX vision, adopt best practices, and recognize Amazonians for customer obsession. The latest CX Summit witnessed participation from >800 people and recorded participant satisfaction score of 97.1.Led the integration of machine learning (ML) models with FinTech teams to automate negative sentiment analysis (NSA), improving sentiment detection accuracy from 70% to 85% in 12 months.
Education
Indian School of Business
Executive Education, Leadership Development Programme
Symbiosis Institute of Management Studies
Master of Business Administration, Marketing
Army Institute of Technology, Pune
Bachelor of Engineering, Mechanics
Army Institute of Technology (University of Pune)
Bachelor of Engineering (B.E.), Mechanical Engineering
2004 — 2008
Symbiosis Institute of Management Studies
MBA, Marketing (major) & International Business (Minor)
2011 — 2013
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