Ritesh Garg

About Ritesh Garg

That belief drives my 22-year journey in FinTech, Banking, and Renewable Energy, embedding Customer Experience (CX) into $50B+ ecosystems across India, the Middle East, and Africa. As a Customer Success & Digital Transformation Leader, I drive customer-focused growth and align C-suite strategy with frontline execution. I specialize in turning one-off engagements into recurring revenue- Reduced churn by 25% and lifted NPS by 15%- Drove 40% revenue growth through personalized CX strategies and innovation - Delivered projects 25% faster by streamlining rollouts, despite mid-flight risks - Scaled CX models across regulated, multi-country markets - Credentials: Certified Scrum Product Owner (CSPO), ex-YES Bank EVP, CX Director I\'ve held a variety of roles at the intersection of transformation, technology, and human experience. Businesses fail not from disruption, but from customer indifference: embed care into systems. In 2019, I pivoted from treasury leadership to spearhead CX transformation in Africa, navigating regulatory complexities to deliver impact in volatile markets. I’ve learned customer-centricity scales better than any system: Working across three continents has taught me that CX excellence requires tailoring global strategies to local cultures. CX fundamentals are universal, but success demands local adaptation - where compliance meets compassion. I believe CX isn’t a department, but a daily decision made at scale across every touchpoint. I blend a banker’s discipline, a builder’s mindset, and a customer’s obsession - mentoring teams to transform metrics into meaningful stories and dashboards into tools for empathy. In the AI-era, I focus on delivering hyper-personalized CX, preserving human connection in critical interactions - because technology should amplify empathy, not replace it. In a world racing toward automation, the one thing you can\'t outsource… is care. Fluent in English, Hindi, and French, I build trusted partnerships across cultures. My passion for data analytics (cricket statistics being my favorite dataset) and narrative storytelling enhance my approach to CX challenges - blending rigorous analysis with compelling stories that drive transformation in FinTech and SaaS. Let\'s connect to explore CX strategies for FinTech and SaaS growth - or swap cricket analogies over coffee!

Experience

1. Director - Digital Transformation & Customer Success

   Intellect Design Arena Ltd

   Sep 2022 — Present · Mumbai, IN

   Partnering with C-suite stakeholders, spearheaded CX-first transformation programs for two national banks in MSME and rural segments, improving customer satisfaction by 20% and reducing delivery friction by 15%#DigitalBanking #CXTransformation• Orchestrated automation of $70B+ in liabilities across asset classes, streamlining ALM processes and enhancing regulatory compliance and reconciliation accuracy #TreasuryModernization #RegTech• Converted 30% of one-off projects into long-term strategic and recurring engagements - improving account profitability by 20%, reducing churn by 20%, increasing NPS by 15%, and growing upsell conversions by 25%#RevenueDevelopment #CustomerRetention • - Pivoted delivery strategy mid-flight for a high-stakes UAE implementation, cutting delivery timelines by 25% and lifting CX outcomes by 15% through agile execution#ImplementationExcellence #AgileDelivery #ProjectRecovery• Bridged delivery, product, and C-suite priorities — unlocking roadmap alignment, upsell growth, and strategic client retention#StakeholderAlignment #StrategicLeadership -

Education

• Board of Secondary Education Rajasthan

  SSC (10th)

• M.B.M. Engineering College, Jodhpur

  Bachelor of Engineering - BE, Electrical

• Board of Secondary Education Rajasthan

  HSC (10+2), Physics, Chemistry, Mathematics

• Mugneeram Bangur Memorial University (M.B.M University), Jodhpur

  Bachelor of Engineering - BE, Electrical

• Indian Institute of Management, Lucknow

  Post Graduate Diploma in Management (PGDM), equivalent to MBA, Finance, Marketing, Operations