Chitrita Nath

About Chitrita Nath

Redefining how global energy enterprises think, decide, and operate through data, AI, and intelligent performance systems that connect insight to impact. A two-decade journey shaped at the intersection of finance, risk analytics, and digital transformation, steering Shell’s evolution from data enablement to enterprise-scale AI leadership across 87 markets and five business lines. Enterprise Performance & Digital Strategy: Architected Shell’s global performance framework that unites leading and lagging KPIs, benchmarking across energy leaders in the market. Embedded data-driven decision systems that power $ multi-billion customer operations across B2B and B2C businesses, driving consistency, transparency, and growth readiness. AI Transformation & Intelligent Operations: Spearheaded Shell’s first GenAI orchestration layer, automating B2B order placement and customer interaction workflows across Europe. The initiative delivered $4.1M in OPEX savings, liberated 40% frontline effort, and became the blueprint for scaling AI adoption across global operations. Data Platforms & Digital Enablement: As part of Shell’s enterprise data modernization efforts, I led the design and implementation of the Coral Data Layer, a unified data foundation enabling real-time insights across multiple business functions. As the business sponsor, I partnered with the IT team to shape the Coral Data Layer architecture and advised on the design of CI/CD pipelines that streamlined data ingestion and accelerated delivery. This initiative significantly improved data reliability, reduced release cycles, and enhanced self-service analytics adoption across teams. Value Recovery & Governance Impact: Under CO transformation, identified and corrected value leakages exceeding $20M, strengthened sales contract management processes, and institutionalised Recognition & Industry Thought Leadership: Named among the Top Women Leaders in AI & Analytics (Analytics India Magazine, 2020) and recipient of the SHELL.AI “Into the Future” Award (2023) for innovation excellence. Regularly invited to speak at leading institutes like the Goa Institute of Management and St. Joseph’s College on the advancement of AI and data science in enterprise transformation.governance around invoice integrity, risk exposure, and data privacy across global markets. Leadership Ethos: Believes technology creates value only when it amplifies human judgment. Expert in building diverse, high-performing teams that blend analytical depth with commercial clarity.

Experience

1. Global Delivery Lead Performance, Digital Analytics, Cxe, Customer Operations (2022 Present)

   Shell

   Apr 2022 — Present · Bengaluru, IN

   This role represents the culmination of Shell’s digital and AI transformation in Customer Operations, bringing data, technology, and design together to reshape how 87 markets and five business lines operate. The mandate extends from KPI governance and analytics modernisation to embedding GenAI into frontline decision-making and customer experience. Eventually moving towards Smart GEN AI driven operations with concept of \"Human in the Loop\".Leading a diverse team of data scientists, engineers, and analytics specialists, focus on making data actionable and AI scalable, not as projects, but as part of the operating fabric.Key highlights of the stint include:→ Designed Shell’s enterprise-wide performance and KPI framework, now used across Mobility, Lubricants, Fleet, Sectors, and Trading.→ Built a global insights hub, providing country-level visibility and faster data-to-decision cycles.→ Launched First Contact (Shell’s first GenAI orchestration platform for B2B order placement), automating orders, saving multi-million US$ in OPEX, and freeing 40% frontline workload.→ Introduced Hummingbird, an NLP-based sentiment model analysing 10K+ monthly customer interactions and saving up to 800 analyst hours.→ Identified multi-million US$ in commercial leakage under the coded program, improving billing accuracy and customer value recovery.This role embodies Shell’s shift from traditional operations to intelligence-led, powered by AI, governed by performance, and measured by customer impact.

Education

• Indian Business Academy

  PGDBM, Finance and Marketing

  2004 — 2006

Skills

• Transition Management
• Business Analysis
• Cross Selling
• Analytics
• Banking
• Mis
• Risk Management
• Crm
• Sas
• Management
• Team Management
• Business Process Improvement
• Management Consulting
• Business Process Re-Engineering
• Six Sigma
• Business Analytics
• Financial Modeling
• Outsourcing
• Business Transformation
• Business Process
• Business Intelligence
• Financial Risk
• Vendor Management
• Bpo