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Pooja Coutinho

@poojacoutinho

Customer Experience & Service Transformation leader with 20+ years in BFSI, driving frictionless CX outcomes through data and accountability.

India

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What I'm looking for

I’m looking to role where I can apply my CX and Digital transformation and process—reengineering experience and project management expertise

I’m a CX orchestrator with 20+ years in BFSI, using a simple yet powerful model—LEAD, REENGINEER, DRIVE—to align cross-functional stakeholders toward unified customer experience outcomes.

At Kotak Mahindra Bank, I’ve delivered 28 live projects across complaint reduction, affluent servicing, compliance, and digital CX, achieving 10% complaint reduction and improving TAT for affluent requests by 4% through targeted journey and service re-engineering.

I operationalized RBI-aligned complaint frameworks, including a “Complaint Day” launch as per regulatory mandate, and introduced AI-based customer sentiment analysis that reduced deemed complaint reporting effort by 32% while improving complaint classification and routing accuracy.

I’ve also built end-to-end CX capabilities—migrating complaint handling to Salesforce CRM, launching NPS desks and close-looping cadences, and developing WhatsApp/Chatbot servicing intents—to measurably strengthen onboarding and resolution efficiency;

Experience

Work history, roles, and key accomplishments

Current

Vice President, CX Transformation

Current

Kotak Mahindra Bank Limited

Nov 2024 - Present (1 year 7 months)

Delivered 28 live projects across complaint reduction, affluent servicing, compliance, and digital CX, achieving 10% complaint reduction through digital journey and dispute workflow re-engineering. Introduced AI sentiment analysis for deemed complaint reporting (32% reduction in reporting effort) and designed an RBI-compliant complaint quality framework including the launch of 'Complaint Day'.

CX Transformation Customer Journey Mapping Complaint Management Sentiment Analysis Salesforce CRM Service TAT Optimization

Deputy Vice President, Customer Success

TransUnion CIBIL Limited

Sep 2024 - Nov 2024 (2 months)

Led a team of 6 Customer Success Managers supporting servicing engagement with 30 top-tier member banks across India. Drove a CRM migration plan, conducted Salesforce UAT, and delivered member training while partnering cross-functionally for dispute resolution within CIBIL infrastructure.

Customer Success Leadership CRM Migration Member Onboarding Training & Enablement Dispute Resolution Stakeholder Management Salesforce Administration

Vice President, CX & Complaints

Kotak Mahindra Bank Limited

May 2019 - Aug 2024 (5 years 3 months)

Led bank-wide complaint management transformation for a KPMG engagement, producing 45 cross-functional actionables presented directly to RBI and the Customer Committee. Built CX foundations for Kotak 811, including complaint desk and NPS operations, and migrated Outlook-based query handling to Salesforce CRM to enable auditable complaint management.

CX Strategy NPS & Close Looping Complaint Management Salesforce CRM Service Quality Benchmarking

Senior Manager, Process Re-Engineering

ICICI Bank Limited

Dec 2016 - May 2019 (2 years 5 months)

Re-engineered processes based on MD-level escalations to improve customer experience and designed 'Table F' to provide one-view ATM performance reporting for senior management. Simplified current account onboarding by reducing rework via pre-filled forms and redesigned TAT workflow, and supported digital self-service adoption through enablement of premature TD closure on net banking.

Business Process Re engineering TAT Workflow Design Current Account Process Optimization

Manager, Service Quality & CX

Axis Bank Limited

Feb 2014 - Dec 2016 (2 years 10 months)

Scaled a channel pilot from 125 to 500 sanctioned headcount for consistent CX delivery. Drove service quality initiatives that improved perfect week branch scoring from 4% to 42% in 8 months and increased account opening documentation from 78% to 82% within 6 months.

Service Quality Management CX Metrics Perfect Week Program Branch Operations

Manager, Operations & Quality

ICICI Prudential Life Insurance Company Limited

Jun 2007 - Feb 2014 (6 years 8 months)

Progressed through Operations, Quality Assurance, Persistency, Audit, and Process Management, and designed QOC Bulletin for PAN-India process updates and audit findings communication. Led contact center transition from Bangalore to Indore to reduce cost and ran an AHT reduction drive through process notes, scripts, and team leader certification.

Operations Management Quality Assurance Audit & Compliance Process Management Team Leader Enablement

Team Coach

Global Services Pvt Ltd

Aug 2004 - Jun 2007 (2 years 10 months)

Coached agents on performance improvement, quality calibration, product assessments, and escalation handling. Earned the Knowledge Guru Award and was nominated for Quality Champ and Champ of the Quarter.

Performance Improvement Escalation Handling Product assessment Call Quality Monitoring Training & Enablement Knowledge Management

Associate, Customer Support

Wipro Spectramind Limited

May 2003 - Aug 2004 (1 year 3 months)

Managed Capital One credit card customer queries, delivering first-contact resolution (FCR) and cross-selling credit protection products. Supported customer service operations focused on speed, accuracy, and customer outcomes.

Customer Support First Contact Resolutions Cross Selling Service quality