Vaibhav Agarwal
Group Vice President - Customer Experience at ixigo
- Role
- Group Vice President - Customer Experience at ixigo
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Vaibhav Agarwal
With 19+ years of leadership experience, I specialize in building AI-powered, scalable customer experience systems that drive real business impact. I’ve led CX and CX Product initiatives for some of India’s most loved tech and travel brands - most recently at ixigo, where I’ve built intelligent automation platforms that significantly improved NPS, CSAT, and operational efficiency.As part of leadership teams, I’ve worked directly with founders and CEOs and have had the unique opportunity to shape CX across all stages of a company’s growth - from early-stage hustle to late-stage maturity, culminating in ixigo’s successful IPO journey. I thrive in fast-paced environments where CX is a key business differentiator.My strength lies in blending product thinking, service design, and operational rigor to solve complex customer problems. I’ve led large-scale digital transformation programs that reimagined support channels, automated decision-making at scale, and enabled teams to deliver faster, more empathetic service.Whether it’s driving org-wide process redesign, scaling high-performing teams, or converting customer insights into product innovation - I build CX as a competitive moat. I’m passionate about crafting experiences that grow love for the brand and the business.
Experience
Group Vice President - Customer Experience
Sep 2020 — Present
Education
HBTI
Engineer's Degree, Mechanical Engineering
1998 — 2002
Indian Institute of Management Bangalore
Master of Business Administration (M.B.A.), Finance and Marketing
2003 — 2005
Skills
- Multivariate Statistics
- Analytics
- Operations Management
- Business Strategy
- Business Process Outsourcing (Bpo)
- Business Intelligence
- Lean Management
- Strategy
- Program Management
- Banking
- Team Management
- Predictive Analytics
- Stakeholder Management
- Sas
- Requirements Analysis
- Vendor Management
- Project Management
- Change Management
- Consulting
- Business Analytics
- Six Sigma
- Bpo
- Segmentation
- Mis
- Thought Leadership
- Management
- C++
- Business Analysis
- Business Process Improvement
- Business Development
- Business Process Re-Engineering
- Competitive Analysis
- Customer Experience
- Pmp
- Leadership
- Financial Modeling
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