Gaurav Bhatnagar

About Gaurav Bhatnagar

Brief Intro: A dynamic professional with 20+ years of experience delivering Quality…

Experience

1. Project Manager (Customer Experience) - Value Plus

   HCLTech

   May 2025 — Present · Noida, IN

   Customer Experience leader with a strategic mindset and hands-on expertise in designing and executing CX programs that align with XMO and CXO-level priorities. Skilled in Customer Journey Mapping, Persona Creation, and Experience Level Agreements (XLA).Key Responsibilities:CX Strategy & Program Leadership• Led CX transformation initiatives by onboarding client teams through CX Maturity Assessments and Customer Learning sessions, uncovering key pain points and aligning stakeholders to CX goals. Delivered people, process, and technology improvements that boosted NPS by 10%, reduced complaints by 10%, and accelerated digital adoption by 20%.Customer Insights & Experience Design• Established XMO Scorecards across two accounts, tracking Experience Health Index, VoC-to-Action Rate, and Journey Ownership—resulting in improved governance maturity and 90% adoption of CX rituals. Developed personas, journey maps, and experience blueprints to guide teams through complex challenges, and built executive dashboards to inform strategic decisions.Cross-functional Collaboration & Facilitation• Partnered cross-functionally with IT, service delivery, and Process Excellence teams to ensure seamless customer experiences. Assessed digital friction points and recommended UX improvements that enhanced usability and engagement.CX Tools, Adoption & Change Management• Led adoption campaigns for CX tools, journey mapping platforms, and survey systems. Defined usage KPIs, conducted behavioral research, and implemented change strategies that improved tool engagement and operational efficiency.Communication & Stakeholder Engagement• Regularly communicated CX progress and insights through compelling storytelling and data visualization, influencing leadership buy-in and driving alignment across business units.

Education

• Delhi University

  Bachelor of Commerce (B.Com.), Business/Commerce, General

  1999 — 2004

• Kendriya Vidyalaya

  Bachelor of Commerce - BCom, Humanities/Humanistic Studies

Skills

• Project Planning
• Process Excellence
• Mis
• Workforce Management
• Transition Management
• Crm Development
• Sla
• Itil Certified
• Project Management
• Customer Service
• Leadership
• Six Sigma
• Business Process
• Talent Acquisition
• Training
• Team Management
• IT Service Management
• Customer Experience Analysis
• Vendor Management
• Call Centers
• Process Improvement
• Business Process Mapping
• Service Delivery
• Iso 9000
• Performance Management
• Crm
• Operations Management
• Analysis
• Quality Assurance
• Bpo
• Business Process Design