Dipronil Mondal
Strategic Program Management | Product, CX & Digital Strategy | Ex-Flipkart, xto10x | MBA – IIM Mumbai
- Role
- Deputy Vice President at Kotak Neo
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Dipronil Mondal
Seasoned professional with 10+ years of experience driving retention-led growth, digital transformation, and customer strategy across fintech, e-commerce, retail, SaaS and global operations.I specialise in solving real customer problems, shaping product roadmaps, and building journeys that improve activation, conversion, NPS and customer lifetime value.Across my previous organisations, I’ve led CX & product transformations for India, GCC and ASEAN markets, delivering:35%+ TNPS uplift, 23% reduction in contacts & ₹1M annual savings5–11 point NPS improvements across app journeys10–15% improvement in product conversions20–33% increase in CSAT across segments30%+ efficiency gains through workflow redesign, automation & self-serviceI bring a mix of product strategy, customer insights, analytics, and cross-functional program leadership—backed by an MBA from IIM Mumbai.
Experience
Deputy Vice President
Jul 2024 — Present
Leading Customer Experience transformation across key journeys, improving user satisfaction and service quality- Driving product strategy and digital journey optimization for trading and investing experiences- Partnering with cross-functional teams to design scalable customer-facing experiences that reduce friction and improve outcomes- Using customer insights, analytics and VOC to shape roadmaps, prioritisation, and strategic initiatives- Delivering continuous improvements in onboarding, activation, support and engagement journeys- Driving experience governance, CX metrics and feedback loops to align business, product and operations teams
Education
Calcutta Institute of Engineering and Management
Bachelor’s Degree, Information Technology
2010 — 2014
Indian Institute of Management Mumbai
Master of Business Administration (M.B.A.)
2014 — 2016
Kendriya Vidyalaya
High School, Science & Computer Science
2006 — 2010
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