Indrani Duttagupta

About Indrani Duttagupta

I build and scale enterprise learning ecosystems and service excellence academies that raise organisational capability, strengthen customer experience, and unlock measurable business performance. Over two decades across Banking & Financial Services, Aviation & Travel, Retail, Logistics, and Global Business Services, I’ve partnered with executive teams across the US, GCC, APAC, and India to design talent engines that directly enable operational and commercial goals.My approach treats capability as a business system, not a set of training programs. I embed the governance, technology, measurement, and behavioural architecture that allow organisations to improve readiness, accelerate time-to-proficiency, strengthen leadership pipelines, and deliver consistent experiences across markets.Signature achievements include conceptualizing and building DBS Academy—winner of the Brandon Hall Gold Award—reducing onboarding time by three weeks, achieving 83% adoption in 90 days, and integrating AI-enabled learning tools that personalize development at scale. I’ve introduced simulation-based learning that reduced handling time and errors for global logistics and airline clients, and built multi-market CX capability frameworks that improved consistency and elevated customer satisfaction.I work at the intersection of capability, customer excellence, digital transformation, and leadership development — delivering solutions that help organisations grow, scale, and compete.Today, I am focused on senior roles that require building or transforming L&D, CX, or capability functions across Banking, Government/Semi-Govt, Aviation/Travel, GBS, and Retail/Real Estate sectors globally, in APAC, Middle East and India.Focus Areas: Enterprise Learning Strategy • Academy Build & Governance • CX & Service Excellence • Leadership Development • Digital Learning (Microlearning, AI, Simulation) • Nationalization & Localization • Skills Taxonomy • Competency Frameworks • KPI & ROI Measurement • UAE • KSA • GCC

Experience

1. Global Head of Training - Digital Finance

   Sutherland

   Jul 2022 — Present · Mumbai, IN

   GlobalScope:Lead enterprise L&D for Finance & Banking across employees and 30 global clients. Oversee academy architecture, digital learning strategy, vendor governance, talent frameworks, skills taxonomies, and LMS performance across the US, MEA, APAC, and India.What I Led:Designed and built DBS Academy, transforming 195+ hours of ILT into digital, role-based pathways for P2P, O2C, and R2R.Introduced AI-enabled learning recommendations and a global skills taxonomy.Built multi-country governance models and capability scorecards tied to operational KPIs.Led a global team of IDs, facilitators, and capability leads across seven markets.Why It Mattered:Onboarding reduced by 3 weeks; NPS improved from 30 → 65.83% adoption in 90 days; readiness improved by 20%.Won Brandon Hall Gold for Best Custom Content.AgodaHead – L&D, Customer Experience Group | 2020–2021 | Bangkok / RegionalScope:Led CX capability and learning strategy across North Asia, EMEA, and ASEAN.What I Led:Standardized learning governance and CX capability frameworks across markets.Designed onboarding matrix for Agoda Flights, enabling scalable airline supplier integration.Built leadership development programs with cross-functional (Product, Ops, HR) alignment.Why It Mattered:Reduced confirmation turnaround from 4–6 hours to real-time.Improved CSAT by 5 points.Enabled 20% internal mobility across markets.

Education

• San José State University

  Course, Mass Communication/Media Studies

  2002 — 2003

• Indian Institute of Management Ahmedabad

  Executive Management program, Business Administration and Management, General

  2016 — 2017

• University of Mumbai

  Bachelor's degree, Economics