Shilpa Roy

About Shilpa Roy

I am a Customer Experience (CX) and transformation leader with 17+ years of experience advising and delivering enterprise‑scale CX and digital transformation programs across geographies and industry verticals.I specialize in translating customer‑centric vision into measurable business outcomes by leveraging AI, RPA, and cognitive automation to design scalable, omnichannel operating models. My work consistently balances experience excellence with cost optimization, productivity improvement, and business agility.My strengths lie in leading large, diverse teams and driving complex change through structured, people‑centric transformation. I bring a strong focus on operating‑model design, adoption, and execution discipline to ensure sustained impact beyond implementation. Key contributions include leading the enterprise‑scale redesign of customer experience and contact center operating models, delivering AI‑enabled omnichannel solutions that improved customer satisfaction by 20–30%, reduced operating costs by 15–25%, and increased operational agility across large programs. I drove growth and go‑to‑market strategies through focused enablement and value‑led positioning, accelerating pipeline velocity by 30%+ and improving solution adoption across priority accounts. As a strategic advisor, I enabled cross‑functional and ecosystem collaboration to co‑create value, contributing to multi‑million‑dollar deal outcomes and faster deal closure. I also supported executive decision‑making through rapid prototyping and design‑led storytelling, reducing sales cycles by 20–40%, and delivered high‑impact, outcome‑driven solution demonstrations that translated complex capabilities into clear, board‑level business value.

Experience

1. General Manager, Dpo Cx Practice

   HCLTech

   Oct 2024 — Present · Mumbai, IN

   Spearhead the integration of Artificial Intelligence (AI) and Emotional Intelligence (EI) to enhance customer experience (CX) for global clients, delivering transformative outcomes.2. Utilize advanced CX analytics, presales intelligence, and RFP solutioning to support strategic client engagements and drive measurable business value.3. Develop impactful CX narratives and thought leadership content to strengthen organizational positioning and influence client decision-making.4. Conduct comprehensive market, competitor, and customer research, collaborating with sales, strategy, and transformation teams to inform strategic initiatives and maintain a competitive edge.5. Partner with account teams to design and implement effective client win-back strategies, fostering stronger relationships and accelerating revenue growth.6. Architect and deliver transformation solutions that streamline CX processes, resulting in reduced effort for customers and CX agents, and improved profitability.

Education

• D A V Public school

  Commerce, Commerce

  1991 — 2002

• Indian Institute of Management, Indore

  Executive Programme on Digital Transformation, Digital Transfprmation

• Delhi University

  B.com, Accounts

  2002 — 2005

Skills

• Pre-Sales
• Leadership
• Management
• Business Analysis
• Cross-Functional Team Leadership
• Competitive Intelligence
• Competitive Analysis
• Training
• Project Management
• Business Information
• Market Analysis
• Salesforce.com
• Analytics
• Telecommunications
• Analysis
• Consulting
• Strategy
• Business Development
• Lead Generation
• Software Project Management
• Crm
• Market Research
• Outsourcing