Veral Kumar Gandhi

About Veral Kumar Gandhi

Seasoned CX & Transformation leader with 20+ years of experience driving strategic impact across customer experience, digital transformation, and operational excellence. An MBA and Lean Six Sigma Black Belt, I bring a proven track record of leading enterprise-wide initiatives that enhance customer satisfaction, optimize processes, and deliver sustainable growth.With deep expertise across the customer lifecycle—from acquisition to loyalty—I have successfully led large-scale CX programs, contact center transformations, and digital self-serve journeys that reduce friction, increase retention, and build customer advocacy.I operate at the intersection of strategy, execution, and human empathy—combining data-driven decision-making with a customer-first mindset. My strength lies in aligning cross-functional teams, modernizing operating models, and embedding customer-centricity into the DNA of the organization.As a people-first leader, I believe transformation is not just about technology, but about empowering teams, fostering collaboration, and inspiring change. I’m passionate about mentoring future leaders and creating cultures that put purpose and experience at the core of business strategy.

Experience

1. Assistant Vice President - Customer Experience

   Oneassist Consumer Solutions

   Apr 2025 — Present · Mumbai, IN

   Leading customer experience strategy and transformation at a fast-growing InsurTech, with a focus on digital innovation, service excellence, and customer-centric growth. Driving improvements in NPS, CSAT, and First Contact Resolution across the customer lifecycle Designing seamless omni-channel journeys across voice, chat, app, and self-serve platforms Leveraging AI and Agentic AI to enhance personalization, automate workflows, and reduce friction Collaborating cross-functionally to implement scalable, efficient, and empathetic customer solutions Building high-performing, agile teams with a culture of ownership, innovation, and continuous improvementPassionate about transforming traditional service models with intelligent automation, data, and human empathy to deliver impactful customer experiences that drive loyalty and business results.

Education

• Mumbai University

  Bachelor of Commerce (B.Com.)

• NMIMS Global Access School for Continuing Education

  Master of Business Administration - MBA

  2019 — 2021