Maharajan Chidambaram

About Maharajan Chidambaram

I am a CX leader driving analytics-led customer experience transformation at scale across high-volume, pan-India ecommerce operations.At Wakefit, I have led customer experience transformation across the end-to-end order lifecycle, spanning customer journeys, Voice of Customer, and CX governance across critical touch points. My work has focused on converting customer insights into practical improvements in service quality, cost-to-serve, and customer retention through disciplined execution and data-driven prioritisation.Previously, I spent over a decade at Flipkart, where I led CX, analytics, and journey transformation initiatives across complex, marketplace-scale environments. This involved scaling customer experience while balancing efficiency, cost control, and service quality in high-volume operations.My background in Industrial Engineering (Texas A&M) and Six Sigma underpins a structured, outcome-driven approach to CX. I view customer experience as an operating lever, closely integrated with supply chain, fulfilment, and service operations rather than a standalone function.I am interested in senior leadership roles where customer experience, operations, and analytics come together to deliver sustainable customer and business outcomes in consumer and ecommerce organisations.

Experience

1. AVP, Customer Experience

   Wakefit

   Dec 2024 — Present · Bengaluru, IN

   OVERVIEWLed enterprise-wide Customer Experience transformation across Mattresses, Furniture, and Home Furnishings, spanning the full journey from order placement through delivery, installation, returns, and customer support, using NPS, VoC, and enterprise analytics as core levers.NPS PROGRAMOwned NPS as a company-wide CX program across categories, leveraging VoC and analytics to prioritise cross-functional actions; delivered a 1.8× NPS improvement within 12 months.CX → BUSINESS IMPACT ANALYTICSPartnered with Analytics to link NPS and “Perfect Experience” to repeat purchase, quantifying Promoter vs Detractor lift (~13% vs ~9%) and Perfect vs Imperfect Order impact (~11% vs ~6%).DELIVERY EXPERIENCELed CX and analytics initiatives with Operations, including fake-delivery detection (IVR/WhatsApp) and planning-stage availability checks, contributing to an overall ~7 pp improvement in delivery SLA adherence over 6 months.INSTALLATION EXPERIENCERedesigned installation communication across IVR and WhatsApp, introducing early site-readiness checks and installation-fake guardrails, contributing to an overall ~9 pp improvement in same-day installation adherence.REVERSE PICKUPRecalibrated pickup promise SLAs using performance data (recommended 50% SLA reduction), established baseline visibility, and surfaced systemic VoC-driven issues impacting refunds and replacements.CUSTOMER SUPPORTReduced query-to-resolution TAT by ~2 days through end-to-end process redesign and stronger governance.MANUFACTURING QUALITY CONTROLEnabled use of customer VoC (images/videos) for deeper root-cause analysis, driving targeted packaging and process interventions to reduce customer return rates.CUSTOMER-FACING POLICY CORRECTIONSRe-engineered SKUs through catalogue and policy standardisation to simplify service, return, and exchange constructs. Led an AI pilot for returns automation using customer-submitted images/videos to enable near-real-time decisioning.

Education

• Texas A&M University

  Masters, Industrial and Systems Engineering

  2002 — 2004

• PSG College of Technology

  Bachelor of Engineering (B.E.), Production Engineering

  1998 — 2002

• The University of Texas at Austin

  Post Graduate Program, Data Science and Business Analytics

  2019 — 2020

• Great Lakes Institute of Management

  Post Graduate Program, Data Science and Business Analytics

  2019 — 2020