Nikhil Gawade
Customer Experience & Omni-Channel Operations Leader | Driving NPS, Service Transformation & Scaled Delivery for Global Banking
- Role
- Unit Leader at NatWest Group
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Nikhil Gawade
Customer Experience and Omni-Channel Operations leader with experience building, scaling, and transforming customer service operations in global banking environments.Currently leading high-volume, multi-channel service teams within an offshore GCC model, partnering closely with onshore stakeholders to deliver measurable improvements in customer outcomes, operational efficiency, and service performance.My expertise spans omni-channel service delivery, performance management, vendor governance, and operational transformation—bridging strategy and execution across voice, digital, and assisted channels.Known for driving clarity in complex environments, developing leaders, and delivering sustainable improvements in NPS, productivity, and cost-to-serve.Actively focused on expanding enterprise-level impact across customer experience, digital service transformation, and operating model excellence.
Experience
Unit Leader
Sep 2025 — Present · Chennai, IN
Education
University of Mumbai
Bachelor of Commerce (B.Com.), Business/Commerce, General
2012 — 2015
Skills
- Management
- Performance Management
- Team Management
- Vendor Management
- Business Process Outsourcing (Bpo)
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