Jalpa Jani
Customer Experience Lead | CX Strategy | Voice of Customer (VoC) | CSAT | Customer Journey Mapping | GenAI | Digital Experience
- Role
- Site Experience Lead Ecommerce Dx Customer Experience at Lenovo
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Jalpa Jani
Customer Experience (CX) professional with 15+ years of success in e-commerce environments, specializing in digital transformation, customer journey design, and VoC-driven strategy. Recognized for leading regional CX programs across APAC and EMEA, partnering with cross-functional teams to deliver measurable improvements in CSAT, conversion rates, and end-to-end experience quality.Brings strong expertise in managing complex, high-impact CX projects — from process automation and web quality enhancements to AI-powered insight generation. Demonstrates a deep understanding of customer behaviors through qualitative and quantitative research, enabling targeted CX roadmaps and customer journey mapping to identify and address key friction points.Known for exceeding OSAT KPIs, driving strategic CX action plans, and influencing senior leadership through data-driven reporting, customer feedback insights, and solution design. SkillsCustomer Experience (CX)| Voice of Customer (VoC)| Customer Journey Mapping | eCommerce Strategy | CSAT & OSAT Analysis | Digital Experience Optimization | CX Project Leadership | Process Automation | Quantum Metrics | Web Content & Site Quality | Generative AI in CX
Experience
Site Experience Lead Ecommerce Dx Customer Experience
Nov 2025 — Present · Gurugram, IN
Education
Daxina Murti Vinay Mandir Bhavnagar
School
University
Master of Computer Applications - MCA, Computer Science
2001 — 2004
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