Vyom Shah

About Vyom Shah

Most organizations treat AI as a Technology decision and fail because no one mapped it to what customers actually need. The ones that see returns treat it as a Customer Experience decision. That gap — between AI capability and human-centred experience — is what I close. I lead CX transformation for global enterprises across diverse sectors including BFSI/ Fintech, Healthcare, Retail, and HRTech — designing the end-to-end customer lifecycle strategy, global operating model, connected workflows, service delivery automation, digital products and AI-led solutions that make Customer Experience scalable. At Deloitte, I architected a GenAI customer support bot for a global bank projecting multi-million $ savings over three years, built and scaled a 0-1 GenAI HR platform to users delivering 78% MAU growth, led a full-stack omnichannel CX transformation for a US Lifesciences player that unlocked 20% service cost savings and 30% CSAT uplift, launched a greenfield B2C pension platform connecting 60M+ user base to 8 ecosystem stakeholders — cutting onboarding time by 70%. Sustainable CX improvement requires organizational alignment first, technology second. I operate at the intersection of three things: CX strategy that connects to P&L, GenAI and Contact Center AI that optimizes cost while improving experience, and operating model design and process excellence that connects and streamlines the entire system - bringing together cross-functional leaders and securing CXO alignment to drive experience, efficiency, and growth at scale. If you\'re scaling Customer Experience and service transformation where outcomes matter more than activity, let’s talk.

Experience

1. Director

   Deloitte

   Jun 2022 — Present · Bengaluru, IN

   Driving CX transformation and AI-led product innovation across enterprises - specializing in GenAI, CCAI (Contact Center AI), and scalable digital platforms- Led 0–1 product launches, India Stack integration, and user journey design to improve onboarding and CAC- Built an integrated employee experience platform, collaborating with HR, Finance, Engineering and Data, managing product vision, roadmap and backlog- Advancing GenAI through LLM finetuning and prompt engineering while scaling HR platforms, shaping CCaaS roadmaps, and delivering ROI-focused CX outcomes across BFSI, Retail, Healthcare, IT, and Telecom.

Education

• Lancaster University

  Full Time MBA, Strategy and Consulting

  2010 — 2011

• Savitribai Phule Pune University

  B.Com, Accounting, Corporate Law, Tax, Finance, Economics

  2001 — 2004

• The Institute of Chartered Accountants of India

  C.A., Accounting, Finance, Economics, Corporate Law, Tax

  2002 — 2006

Skills

• Internal Audit
• Auditing
• Strategic Planning
• Business Process Re-Engineering
• Analysis
• Management
• Financial Modeling
• Strategic Consulting
• Management Consulting
• Business Transformation
• Change Management
• Business Planning
• Strategy
• Consulting
• Marketing Strategy
• Business Process Improvement
• Business Modeling
• Market Entry
• Competitive Analysis
• Business Strategy