Himanshi Jain
Process Excellence & Customer Experience @ Groww | Ex- Leap | Ex-Testbook | Ex-Droom | Great Lakes | Dean\'s List Recipient
- Role
- Manager - Process Excellence at Groww
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Himanshi Jain
I’m a customer-obsessed program and process excellence specialist with experience leading…
Experience
Manager - Process Excellence
May 2024 — Present · Bengaluru, IN
Process Excellence & Governance: Standardized high-revenue pod workflows by driving centralized documentation, gap analysis, and scalable governance dashboards—enhancing audit readiness and operational reliability across functions-> Customer Experience Strategy: Improved NPS from 47 to 62 in 4 months by redesigning NPS surveys, integrating cohort-driven feedback loops, and embedding RCA-based process improvements-> Support Ops Optimization: Closely worked with the CEO & led a strategic CS ops review by analyzing support calls and TAT data—identified top 10 legacy issues, co-led fixes, and reduced query volume by 6% in a quarter-> Escalation Workflow Transformation: Built and launched JIRA–Freshdesk integration to replace ad-hoc Slack tracking; reduced escalation TAT by 46%(48 → 26 hrs), clarified ownership, and improved FCR through structured governance and taxonomy-> Voice Ops Uplift via Exotel: Overhauled voice support processes—fixed gaps in call routing, agent mapping, and CSAT tracking. Deployed data models for user anxiety detection (>3 calls/day) and revamped callback logic, enabling 1-ticket-per-user continuity-> AI-Led Automation: Spearheaded in-house AI tool development for onboarding ~10K users/day, saving ~₹18L annually, freeing 2 FTEs, and setting a benchmark for ops automation as part of Groww’s AI Task Force.
Education
Great Lakes Institute of Management, Gurgaon
PGDM
2019 — 2021
Shri Vaishnav Institute of Technology & Science, Gram Baroli (Indore Sanwer Road), Via Hatod, Indore
Bachelor of Engineering
2015 — 2019
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