Open to opportunities

gupta bck

@guptabck

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Senior Customer Experience leader driving insights, NPS growth, and AI analytics.

India

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What I'm looking for

I seek roles leading CX, VoC, or insights programs where I can build data-driven strategies, scale AI-enabled analytics, partner with leadership, and drive measurable NPS and retention improvements.

I am a customer experience and market research professional with 15+ years delivering VoC, NPS and insight-driven programs across APAC, ANZ, North America and India. I design surveys and closed-loop processes, build AI-enabled dashboards, and translate customer feedback into executive-ready recommendations that improve loyalty and business outcomes.

At Lenovo and HPE I led global VoC and survey programs, achieved a 7-point NPS lift, improved actionable VoC response rates by 15%, and reduced reporting time by 40% through automation. I partner with stakeholders from regional teams to C-level leaders to shape strategy using rigorous analytics and practical insight frameworks.

Experience

Work history, roles, and key accomplishments

Current

Senior CX Professional

Current

Lenovo (India) Private Limited

May 2022 - Present (3 years 6 months)

Improved VoC actionable response rate by 15% and developed AI-powered dashboards to deliver real-time customer sentiment insights that informed executive strategy and increased retention and NPS.

NPS Survey Design AI & Analytics Dashboarding Stakeholder Management

Global Business Analyst

Hewlett Packard Enterprise

Oct 2013 - May 2022 (8 years 7 months)

Drove a 7-point global NPS increase by launching closed-loop VoC initiatives and designing survey programs that informed product, service, and partner strategy across regions.

VoC Program NPS Survey Design Analytics

Senior Analyst / Module Lead

DMV Business & Market Research Pvt Ltd

Jul 2012 - Oct 2013 (1 year 3 months)

Managed Oil & Gas market data analysis and forecasting, improved cost modeling and database accuracy, and delivered client presentations that enhanced decision-making.

Market Research Forecasting Data Analysis Database Management Process Optimization

Research Analyst

R. R. Donnelley

Jul 2011 - Jun 2012 (11 months)

Delivered multi-geography market analysis and implemented process automation to speed research cycles and improve report accuracy for tailored client insights.

Market Analysis Research Automation Data Quality

Business Analyst

Derrick Petroleum Services

Mar 2010 - Jul 2011 (1 year 4 months)

Developed a proprietary Oil & Gas search engine that reduced data retrieval and analysis time and produced benchmark reports to support market expansion efforts.

Benchmarking Trend Analysis Knowledge Management

Associate Analyst

Progressive Media Group

Jun 2008 - Mar 2010 (1 year 9 months)

Produced qualitative industry reports, tracked global strategic deals, and delivered custom insights for diverse client needs to support strategic decision-making.

Qualitative Research Competitive Intelligence Customer Insights