Lav Kush

About Lav Kush

I have been privileged to build and lead businesses across industries, geographies and growth stages. From early-stage start-ups to scaled operations, my journey has spanned mobility, technology, telecom, e-commerce, customer experience and the rapidly evolving clean transportation ecosystem. I have taken full ownership of P&Ls, built organisations from the ground up, driven digital and operational transformations, and architected scalable models with long-term value creation at their core. Much of my recent work has centred on the intersection of mass mobility, sustainability and digital innovation. Whether launching intercity bus networks from scratch, scaling operations across hundreds of cities, or integrating customer intelligence into enterprise strategy, I have worked at the front lines of business models that seek to balance growth, profitability and environmental responsibility. My exposure to electric mobility, green transport solutions and technology-enabled service design has shaped my operating philosophy in these fast-changing markets. Over the years, I have led the development of more than 29 enterprise-grade digital products, built high-performing teams, and designed customer-centric operating systems that convert vision into consistent execution. My experience spans end-to-end leadership across supply chain, product, finance, HR, legal, technology, customer experience and marketing. Whether building new businesses or transforming legacy organisations, my focus has remained on sustainable scale, disciplined execution and strong organisational culture. I approach business with clarity of purpose, decisiveness in action, and responsibility in outcomes. I thrive in complex, high-accountability environments and believe that resilient enterprises are anchored as much in values as in executional excellence. Beyond my executive responsibilities, I write extensively on organisational design, digital transformation, sustainable mobility and leadership. The opportunity to build, scale and transform forward-looking businesses remains my strongest professional motivation.

Experience

1. Chief Transformation Officer

   D.P. Jewellers

   Oct 2025 — Present · India

   I am building D.P. 2.0. As Chief Transformation Officer at D.P. Abhushan Ltd, the listed luxury jewellery company behind DP Jewellers, I lead the comprehensive reinvention of the business, with one ambition above all others, to make DP Jewellers the most loved jewellery brand in India and beyond. This is a whole-business transformation, owned end to end. I am reshaping the operating model and the commercial practices that underpin it, the brand and the experience customers have of it, the organisation and the people who carry it, and the technology now central to all of it. The aim is a house that holds more than eighty years of trust and operates with the ambition and rigour of the finest companies anywhere. Heritage gives us the right to lead. Transformation is how we earn it again.

2. Angel Investor

   Privately held investment office

   May 2023 — Present · Gurugram, Haryana, India

   Muskan Wellness, Mission Abhyas and OurBus Bharat are among the ventures I’ve backed in education, healthcare/wellness and mobility, sectors I believe are vital for lasting societal impact. Since 2023, I have been investing in early-stage ventures that are addressing high-impact challenges with clarity, purpose and ambition. My core interest lies in education, healthcare and wellness. These are sectors I believe carry deep social relevance along with strong long-term potential. Beyond capital, I offer strategic insight, operational experience and trusted partnership. If you are building something meaningful in these areas, or know someone who is, I would be glad to connect. You can reach me at l•••@lavkush.co.in.

3. Chief Operating Officer

   Rally OurBus

   Jul 2024 — May 2025 · India

   Committed to making Rally OurBus the most beloved and reliable brand across all its operating markets!

4. Chief Experience Officer

   Rally OurBus

   Sep 2023 — Jul 2024 · United States

   Committed to revolutionising the way we move, our mission is to create the best mobility experience on the planet, one innovative ride at a time!

5. Executive Vice President (Global), Customer and People Experience.

   Rally OurBus

   Jan 2023 — Sep 2023

   Working on creating earth's best mobility experience!

6. Senior Vice President, Customer Experience.

   CashKaro.com

   Feb 2022 — Jan 2023 · Gurugram, Haryana, India

   Work on finding ways to make the CashKaro experience, the best shopping experience on planet earth!

7. Vice President of Digital Transformation

   One Point One Solutions

   Apr 2019 — Oct 2021

   Charting out transformational strategies for the organisation, whilst keeping an eye out for developmental opportunities, enhancing organisational decision making process and enriching the product strength by leading efforts in the direction of digital solution development/partnership.

8. AVP Innovation (Customer Experience)

   Karvy Digikonnect

   Jun 2018 — Feb 2019

   Led creation of solution of the future of customer experience and driving organisational innovation and automation efforts.

9. Chief Experience Officer

   Shuttl

   Dec 2017 — May 2018

   Established customer experience function ( from service philosophy design, to product, process design to running day to day operations).

10. Associate Director, Customer Experience

    Wydr

    Sep 2017 — Dec 2017

    Had the responsibility of setting up customer experience function from scratch and ran it, as head of customer services.

11. Associate General Manager, Innovation (India CRM GD)

    Concentrix

    Sep 2013 — Sep 2017

    Started out as training and quality site lead for Ranchi and then progressed to national training and quality leader for all domestic processes (at Minacs), account leader for a leading e-com company (Aurangabad and Pune sites) and finally moved up as Innovation leader for India CRM GD.

12. Customer Interaction Group, Vertical Head

    Videocon Telecommunications Ltd

    May 2010 — May 2013

    Started off as vendor manager for contact center operations and then went to build, launch and run captive contact center for Punjab, Haryana, HP and Gujrat circles.

13. Assistant Manager, Customer Interaction Group

    Stel Telecom

    Sep 2009 — May 2010

    Vendor manager for contact center operations of the B&J circle with complaint management and self help development and customer education, as added responsibilities.

14. Sr Executive, Service Excellence

    Idea Cellular Ltd

    Jun 2008 — Sep 2009

    Led transaction quality monitoring team for the contact centre partners and also the effort to align B&J customer service processes with national Idea processes

15. PMO Lead (Risk Management -BFSI)

    Wipro

    Oct 2005 — May 2008

    Started as MIS team member for a technical troubleshooting account, went on to leader BI and from thereon progressed to leading PMO for one the largest BFSI clients, in WT.

Skills

• Six Sigma
• Team Management
• Digital Strategy
• Customer insight
• Transformation
• Process Automation
• Market Analysis
• COPC
• Business Process Outsourcing (BPO)
• Leadership Development
• Automation
• Operational Excellence
• Business Transformation
• BPO
• Cost Reduction Strategies
• MIS
• Digital Transformation
• Process Improvement
• Change Management
• Global Delivery
• Call center start-up
• Organizational Leadership
• Management
• Customer Experience Management
• Cost Center Management
• Customer Relationship Management (CRM)
• Quality Assurance
• Quality Management
• Training & Development
• Sourcing
• Automation
• Cross-functional Team Leadership
• Transformation
• Marketing Management
• Call Center Administration
• Business Innovation
• Customer Satisfaction
• Customer Self Service
• Management Information Systems (MIS)
• Vendor Management