Ketan Savla

Head of Customer Experience & Business Transformation | 25+ Years in Retail & Digital Banking | CX Strategy & CRM | Customer Journey Mapping & Voice of the Customer | Digital CX & Omnichannel Transformation

Role: Senior Vice President at HDFC Bank
Location: Mumbai, MH, IN
LinkedIn followers: 500 followers

General Business & ManagementView LinkedIn profile

About Ketan Savla

I am a senior leader in Customer Experience Management and Business Transformation, with 25+ years across retail and digital banking. My expertise spans CX strategy, customer journey mapping, Voice of the Customer programs, and CRM-driven service improvement. • Spearheaded NPS growth and Customer Satisfaction improvements (+20%) by designing and implementing voice of customer frameworks, segmentation strategies, and journey optimization. • Led omnichannel CX transformation, achieving 90% digital adoption and enhanced customer engagement across branch, mobile, and assisted channels. • Implemented process improvements and automation to achieve 30% reduction in controllable complaints and faster resolution times. • Directed cross-functional teams and partnered with product, marketing, compliance, and IT stakeholders to embed CX governance, service design, and CRM alignment. • Integrated emerging technologies—including AI tools and digital support platforms—to drive efficiency and elevate service delivery KPIs.Currently enrolled in the Senior Management Program at IIM Ahmedabad, I am sharpening my strategic leadership to continue elevating digital CX transformation and customer engagement in financial services.Core Strengths:Customer Experience Strategy • Customer Journey Mapping • Voice of the Customer • Net Promoter Score Governance • Omnichannel CX • CRM Strategy • Process Reengineering • AI & Automation in CX • Cross-Functional Leadership • Regulatory Compliance • Digital Banking Transformation • Change Management • KPI & SLA Optimization

Experience

Senior Vice President
HDFC Bank
Dec 2024 — Present · Mumbai, IN

Education

Indian Institute of Management Ahmedabad
Senior Management Program, Business Administration and Management, General
Laxmi Education Societys Chinai College of Commerce & Economics Dr S Radhakrishnan Marg Andheri East Mumbai 400 069
Bachelor of Commerce - BCom, Business/Commerce, General
1992 — 1997

Contact information

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Personal email
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Current company

HDFC Bank

Banking · 216K employees · Mumbai, Maharashtra, India

HDFC Bank is India's largest private sector bank, offering a comprehensive range of financial products and services to our customer base of over 92 million. Our extensive distribution network of 8,919 branches and 21,031 ATMs across 3,836 cities and towns as of August 2024, reaches every corner of the country, making us accessible to millions. Promoted by Housing Development Finance Corporation (HDFC), India's leading housing finance company, HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank". With a single-minded focus on product leadership, customer focus and operational excellence, we have emerged as a leading player in all our business segments. We cater to individuals and businesses, offering a full range of innovative banking solutions including loans, payments, and wealth management. Our business solutions empower companies of all sizes, from MSMEs to large corporations, helping them grow with tailored banking services and financial tools. In 2023, the Bank merged with HDFC Ltd, combining our robust banking services with HDFC Ltd's legacy of leadership in housing finance. This merger enhances our ability to offer home loans and other financial services, ensuring seamless access for customers across urban and rural areas. As a socially responsible corporate citizen, we believe in banking with a purpose. Through our CSR initiative, Parivartan, we actively work to drive positive change across education, healthcare, skills training, and sustainable livelihoods impacting over 10 crore lives across the country. Our commitment to community impact is as strong as our dedication to delivering value to our stakeholders. As we expand, we continue to stay at the forefront of innovation, offering seamless digital banking experiences to enhance the lives of our customers. HDFC Bank prioritises the security of its systems and remains committed to maintaining the confidentiality of its customers' data. As a precaution

hdfc.bank.in

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About Ketan Savla

Experience

Senior Vice President

Education

Indian Institute of Management Ahmedabad

Laxmi Education Societys Chinai College of Commerce & Economics Dr S Radhakrishnan Marg Andheri East Mumbai 400 069

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