Dinesh Davidson J
Customer Experience Leader | Digital Transformation | AI & CX Platforms | NPS | Cost Optimization
- Role
- Senior Vice President - Customer Experience at YES BANK
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Dinesh Davidson J
I am a Customer Experience and Service Excellence leader with 20+ years of experience…
Experience
Senior Vice President - Customer Experience
Oct 2022 — Present · Mumbai, IN
Architected comprehensive CX strategy for Branch Banking & Retail Asset Operations, implementing AI-driven CX solutions and frontline empowerment tools resulting in 4-point NPS improvement• Deployed enterprise-level CX platforms for real-time customer feedback management and analytics across touchpoints• Orchestrated digital transformation initiatives leveraging GenAI applications for enhanced customer interactions, reducing response time by 40% and improving first-time resolution rates• Established robust CX governance framework with board-level reporting mechanisms, ensuring strategic alignment and continuous improvement across all customer journeys• Transformed organizational culture through digital learning initiatives and structured detractor communication programs, achieving 20% reduction in detractors from 7% to 5%
Education
SRM IST Chennai
Doctor of Philosophy - PhD, Management Studies
2024 — 2028
Loyola College, Chennai
Bachelor of Science - BS, Chemistry
2004
The ICFAI University, Tripura
Master of Business Administration - MBA, Operations Management
2009 — 2012
Skills
- 5s
- Employee Training
- Outsourcing
- Program Management
- Continuous Improvement
- Service Delivery
- Training & Development
- Iso
- Business Process Improvement
- Tqm
- Training
- Kaizen
- Bpi
- Quality Management
- Quality Assurance
- Lean Manufacturing
- Business Process
- Process Excellence
- Quality System
- Lean Sigma
- Poka Yoke
- Internal Audit
- Process Improvement
- Data Analysis
- Six Sigma
- Project Management
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