Pankaj Kumar Jha

About Pankaj Kumar Jha

I’ve spent 15 years doing one thing across eight very different industries: figuring out why customer experience breaks — and building the systems to fix it at scale. From US healthcare call centers to India’s fastest-growing EdTech, from fresh meat D2C to health-tech apps, the failure modes are always different. But the underlying discipline is the same: measure ruthlessly, design empathetically, and operate with scientific rigor.That combination — a BSc in Microbiology, dual ISO certifications, Six Sigma Green Belt, and over a decade leading CX and ops teams — means I bring a quality-science lens to a function most organizations treat as a soft skill. What I actually do: • Build CX operating models from scratch — journey mapping, NPS infrastructure, customer health scoring, crisis control towers • Scale operations without losing the human signal — I’ve run emotional wellness programs at EdTech scale alongside hard ops KPIs • Connect the dots across sectors — patterns I learned at Licious (food, perishable trust) directly shaped how I redesigned onboarding at HealthifyMe • Use AI and data not as buzzwords but as levers — to automate the predictable so teams can focus on the complex

Experience

1. Pw (Physicswallah)

   PW (PhysicsWallah)

   Present

Education

• Kendriya Vidyalaya Kathmandu, Nepal

  Schooling, Science

  2003 — 2005

• Amrit Science Campus, Kathmandu, Nepal

  Bachelor’s Degree, Microbiology (H)

  2005 — 2008