Debodutta Sinha

About Debodutta Sinha

Customer Experience & Insights professional with 5+ years of experience designing and scaling NPS, VOC, and CX analytics programs across banking, insurance, and logistics organizations.I work at the intersection of customer data, business strategy, and technology—transforming feedback into insights that influence product decisions, process improvements, and customer-first culture. My expertise lies in building structured CX frameworks, managing enterprise CX platforms, and enabling stakeholders to take data-backed actions that improve customer satisfaction and long-term loyalty.Currently at Axis Bank, I lead the organization-wide NPS and insights charter across multiple banking verticals, set CX performance benchmarks, and partner closely with IT, product, InfoSec, and data privacy teams. A key milestone has been the end-to-end migration of 80+ customer touchpoints and surveys to a new CX platform within six months, ensuring scalability, governance, and business impact.My prior experience with Maersk, IndiaFirst Life Insurance, and Aditya Birla Sun Life Insurance has strengthened my ability to drive CX maturity in complex, multi-stakeholder environments—standardizing service quality, improving customer communication, and embedding VOC into decision-making processes.I bring a strong analytical mindset supported by Excel, Power BI, and CX platforms, combined with hands-on experience in customer journey mapping, UX analysis, and stakeholder alignment.I’m motivated by one core belief: great customer experiences are built when data meets empathy and execution.

Experience

1. Customer Experience Manager

   Axis Bank

   Aug 2022 — Present

   I specialize in translating customer feedback into actionable business insights that improve customer satisfaction, operational efficiency, and revenue outcomes. My work spans designing and scaling NPS programs, managing enterprise-wide CX platforms, and partnering with IT, product, InfoSec, data privacy, and business teams to deliver seamless customer experiences.At Axis Bank, I currently manage the organization-wide NPS ecosystem across multiple banking verticals, set CX performance targets, and led the successful migration of 80+ surveys/touchpoints to a new CX platform within six months. I actively leverage promoter insights for referral and acquisition initiatives while addressing detractor themes through VOC-led process improvements.Core strengths include: • NPS, VOC & CSAT program management • Customer journey mapping & UX analysis • CX platform implementation & migration • Stakeholder management & cross-functional collaboration • Advanced analytics using Excel & Power BII’m passionate about using data to humanize experiences and build sustainable customer loyalty.

Education

• ITM Kharghar

  PGDM , Information Technology

  2016 — 2018

• Sathyabama University

  Bachelor of Technology (B.Tech.), Information Technology

  2008 — 2012