Vimal Vyas

About Vimal Vyas

Global Customer Experience & Business Transformation Leader | Driving AI-Led CX Strategy, Enterprise Governance & Scalable GrowthStrategic Leadership & Enterprise Impact:Over the last 20+ years, I have led enterprise-wide Customer Experience, Service Excellence and Business Transformation across telecom, digital engineering, ecommerce, retail and agritech sectors. I focus on aligning CX strategy with commercial outcomes by modernizing operating models, scaling governance and driving retention, revenue growth and sustainable enterprise impact across global markets.Digital & AI-Enabled Experience Innovation:At Quantiphi, I lead Customer Experience as a strategic growth engine within Marketing, integrating AI-led Voice of Customer systems, advanced analytics and structured NPS frameworks. By aligning CX with GTM strategy and deploying AI-driven root cause insights, I have strengthened customer advocacy, improved conversions and positioned CX as a high-ROI, revenue-enabling function.Career Highlights:Across Orange Business Services, Vodafone, Tata CLiQ and I built and scaled enterprise CX programs, launched global Automation and Analytics Centers of Excellence, led national CX rollouts and strengthened governance frameworks, delivering double-digit NPS uplift, improved retention, revenue growth and optimized service economics across global enterprise and high-growth environments.Core Strengths:Customer Experience Strategy | Enterprise CX Transformation | Digital & AI-Led CX | Service Excellence & Quality Governance | Revenue Growth | Global Program Leadership | Change & Capability Building | Commercial CX StrategyProfessional Philosophy:My approach combines enterprise rigor with customer empathy, building scalable CX ecosystems that deliver measurable commercial impact and long-term loyalty.

Experience

1. Marketing Lead, Customer Experience

   Quantiphi

   Apr 2024 — Present · Mumbai, IN

   At Quantiphi, I lead global Customer Experience as a strategic retention and expansion engine embedded within Marketing, building an AI-led CX operating model across regions, business units and partner ecosystems including Google, AWS and NVIDIA. • Built and scaled global CX from zero through a 3-year AI-led strategy and enterprise governance model.• Delivered +22 NPS uplift (46→68) while sustaining <2% detractors across enterprise accounts.• Institutionalized enterprise CX measurement.• Launched an AI-driven VOC Factory with full lifecycle root cause analytics.• Positioned CX as a high-ROI revenue engine driving retention and account expansion.• Embedded enterprise-wide CX capability through structured onboarding and role-based enablement.• Expanded CX charter into Digital Marketing and ABM to align experience with demand generation.

Education

• ITM Group of Institutions

  Master of Business Administration - MBA, Marketing

  2005 — 2007

• Naval Institute of Technology

  Diploma of Education, Computer Engineering

• SP Jain School of Global Management - Dubai, Mumbai, Singapore & Sydney

  Doctorate of Business Administration , Business Administration and Management, General

• Sikkim Manipal Institute of Technology - SMU

  Bachelor of Science - BS, Information Technology

Skills

• Performance Management
• Itil
• Lean Manufacturing
• Process Excellence
• Project Planning
• Mis
• Business Analysis
• Six Sigma
• Management Information Systems (Mis)
• Knowledge Management
• Retail
• Change Management
• Business Excellence
• Tl9000
• Operational Excellence
• Leadership
• Service Assurance
• Business Process Improvement
• Vendor Management
• Team Management
• Strategy
• Training
• Process Improvement
• Project Management
• Strategic Planning
• Auditing
• Project Governance
• Cross-Functional Team Leadership
• Quality Management
• Business Process
• Business Process Re-Engineering
• Telecommunications
• Analysis
• Business Strategy
• Lean Transformation
• Management