Deepak Nayak
Senior Vice President, Customer Experience @ Gameskraft | Customer Experience Management, Product/ Program Management, Business Strategy & Transformation | Previously worked at Amazon, Bain & Co, KPMG & TSMG |
- Role
- SVP Customer Experience at Gameskraft
- Location
- Bengaluru, IN
- LinkedIn followers
- 500 followers
About Deepak Nayak
Business & Revenue focussed leadership professional with 24+ yrs of experience with Global Orgs & Startups, primarily in the area of Customer Experience Management, Product/Program Management, Business Strategy & Transformation. Essayed key roles at GamesKraft, Amazon, Bain & Co, KPMG & Tata Strategic Management Group Customer Experience & Product Management: 8+ yrs of Leading CX & Product charters with mandate for conceptualising, deploying & scaling of experiences across GamesKraft & Amazon. Successfully deploying ML to solve large & ambiguous customer problems for the past 8 years. Presently spearheading the deployment of AI enabled exp. at GamesKraft Global Consulting Experience @ Bain & Co, KPMG & TSMG -(Manufacturing & Services Industry): 11+ yrs of consulting exp. providing advisory services to C-suite & board members of large orgs & businesses globally. Delivered full spectrum of advisory experience across differing Business Maturity (Incubation to Transformation) in core areas like Strategy, Planning, Operations & Supply Chain 10 – 100 Journeys: Thought leader in spearheading 10 to 100 journeys of building many industry-first interventions/solutions that have resulted in offering significant benefits to the overall ecosystem. Presently championing the deployment of latest innovations in Conversational AI to enhance customer experience in the areas of sentiment mining & customer assistance Key Role Snapshot: Sr. Vice President - Customer Experience - GamesKraft Customer Experience Lead - Amazon Manager - Bain & Co Associate Director - KPMG Project Leader - Tata Strategic Management Key Contributions: GamesKraft: Conceptualized & deployed the concept of “Responsible Gaming” for players to ensure a win-win value proposition for Industry, Player and Regulators. Reduced financial loss driven player distress by ~12% through deployment of “Responsible Gaming” philosophy Amazon: Led four key initiatives for Amazon’s High Consideration business in India that comprised of (1) Creating tie-breaking Fulfilment Experience (includes Delivery / Return / Ownership Experience)(2) enhancing critical business inputs that drives Customer Experience (3) driving P&L profitability through business waste reduction initiatives and (4) Scaling specialized Heavy & Bulky Fulfilment Network via product & program interventions Bain & Co, KPMG & TSMG: Advised CXOs & Board Members on multiple consulting and advisory assignments such as setting up a new plant in India or scaling their new service led revenue stream
Experience
SVP Customer Experience
Jan 2023 — Present · Bangalore, IN
Education
SPJIMR SP Jain Institute of Management & Research
PGDM
2002 — 2004
National Institute of Technology Rourkela
BE
1993 — 1997
Skills
- Strategy
- Competitive Analysis
- Management Consulting
- Sales Process
- Business Process Improvement
- Strategic Planning
- Sales Management
- Management
- Project Management
- Team Management
- Business Transformation
- Leadership
- Business Planning
- Marketing
- Business Analysis
- Program Management
- Consulting
- Sales
- Product Management
- Business Strategy
- Business Development
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