Raj Nair
Head of Customer Experience @Piramal Finance
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WORK HISTORY
Head of Customer Experience @Piramal Finance
Mumbai, IN
Joining Piramal Finance was stepping into a world of opportunities to redefine customer experience in a start-up environment. My role isn’t just a title—it’s about creating a culture of customer-centricity in every interaction.From establishing Centers of Excellence like Conversational AI, to designing KPIs for NPS and CSAT, my focus has been on embedding governance and service quality across the organization. Whether managing P&L for platforms like the mobile app and WhatsApp or leveraging Generative AI to transform service delivery, my mission is to create simple, impactful, and scalable digital journeys.A rewarding part of this role has been addressing common organizational challenges like abandoned carts, high CAC, and low engagement. By building outbound contact centers and enhancing retention strategies, we’ve driven sales and reduced acquisition costs—all while staying true to a customer-first philosophy.
EDUCATION
UCLA Anderson School of Management
UCLA Anderson PGPX, Business Administration and Management, General
University of Mumbai
Master of Business Administration - MBA, Business, Management, Marketing, and Related Support Services
ABOUT RAJ NAIR
What makes a customer stay?For 25+ years, I have explored that question, and built ecosystems that answer it everyday.From my first sales role at Philips to leadership roles at HDFC Bank, Kotak, IDFC First, and now Piramal Finance, I’ve consistently scaled people, platforms, and customer-centric cultures.Along the way: Built India’s first AI-powered bilingual Voice Bot (NASSCOM Innovation awardee) Transformed CX across multiple business verticals Led award-winning digital journeys & AI initiativesI believe great CX is simple:→ Listen deeply→ Use tech wisely→ Aim higher ET Top 100 Tech Leader | Best AI-Driven CX Leader UCLA Anderson School of Business Let’s connect if you’re building in AI, CX, or want help shaping culture in a digital world. I’m open to mentoring, advisory roles, and speaking gigs.
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