Konark Panday

About Konark Panday

I build customer-centric operating systems from scratch in complex, multi-market, trust-intensive environments — and connect them directly to revenue growth and capital efficiency.Over 14 years in business transformation, brand strategy, and CX leadership, I\'ve owned the promise-to-delivery value chain. I bring three things hard to find in one person: strategic and innovative thinking to architect experience-as-revenue systems, operational rigour to build cross-functional frameworks from scratch, and executive command to get complex programs delivered.The mechanism is consistent across every context I\'ve worked in — place customer trust as a direct input to revenue, not a parallel outcome. The result: accelerated cash flows, structural repeat purchase, and reduced cost of customer acquisition. At Godrej Properties, this translated to 65%+ NPS sustained across 9 markets,~10% referral sales growth, and in cash flow acceleration.What I\'m drawn to is the problem no one has solved yet. A US Patent, a Limca Book of Records brand campaign, market share grab from a 30-year-old legacy competitor, an industry-first mobile app sustaining 4+ ratings, and another industry-first product readiness index that collapsed month-long cross-functional decisions into a 30-minute objective call — none of these started with a playbook.If you\'re building or transforming your customer operating system, especially in the financial asset/services space, and need someone who has done it before, I\'d welcome a conversation.

Experience

1. Customer Experience Head

   Godrej Properties Limited

   Dec 2019 — Present · Mumbai, IN

   Led enterprise-wide CX transformation for one of India\'s largest real estate developers — a business selling high-value, trust-intensive financial assets across 9 markets and 100+ active projects. Built the governance systems, data infrastructure, and cross-functional frameworks that connected customer experience directly to revenue growth and capital efficiency. Sustained 65%+ NPS as a system, generating measurable outcomes in brand differentiation, referral sales growth, collection efficiency, and cost of acquisition

Education

• Don Bosco School, Alaknanda, New Delhi

  HSC

  1992 — 2005

• Indian Institute of Management Bangalore

  Master of Business Administration, Marketing/Marketing Management, General

• Birla Institute of Technology and Science, Pilani

  Bachelor of Engineering, Electrical and Electronics Engineering