Omkar Joshi
Leading Customer Experience, ex - Amazon | Uber | EY
- Role
- Head of Customer Experience at Ninjacart
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Omkar Joshi
Leading Customer Experience Strategy and Execution for internet startups since 2016. This is how do it: A. Capture customer feedback for (i) product episodes (ii) Touch points [example: sales reps / contact centres] and customer relationship [ NPS] to establish baselines. B. Block out the noise and objectively understand which feedback [Voice of Customer] that matters for (i) better customer retention (ii) improved AoV and higher LTV C. Zero down on the (i) defects across customer journey and (ii) operational metrics that drive the feedback that matters for retention and growth D. Drive continuous improvement in defect rate % and operational metrics by (i) working with product, program and business teams (ii) relentless focus on KRAs improving SOPs for Contact Center Teams and driving small incremental innovations across the business functions. E. Repeat A,B,C and D while (i) hiring great talent and (ii) building customer centric culture.
Experience
Head of Customer Experience
Apr 2025 — Present · Bangalore Urban, IN
Education
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
Master of Business Administration (M.B.A.), Business Administration, Management and Operations
2014 — 2016
Institute Of Chemical Technology
Bachelor of Technology (B.Tech.), Food Technology and Engineering
2007 — 2011
Skills
- Lean Six Sigma
- Sap Erp
- Management
- Microsoft Office
- Supply Chain Management
- Team Management
- Inventory Management
- Manufacturing Operations Management
- Operations Management
- Lean Manufacturing
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