Open to opportunities

Vishwa User

@vishwauser3

Message

I lead AI-enabled customer service transformation across banking, fintech, and foodtech.

India

Message

What I'm looking for

I'm looking to lead AI-enabled customer service and CX transformation, turning service pain points into scalable operating models, automation, and measurable improvements in customer experience, efficiency, and cost-to-serve.

I'm leading end-to-end customer service transformation at Bandhan Bank, from service-journey assessments and operating-model design through implementation, adoption, and change management.

I design AI-enabled service solutions including voice bots, intelligent routing, knowledge search, and predictive service insights. My work at Bandhan Bank delivered a 10% NPS improvement within one year while building benefits cases for service quality, handle-time reduction, and cost-to-serve impact.

Previously at PhonePe, I built service operations for mutual funds and stockbroking from the ground up and implemented automation that reduced operational effort by 20%. At Citymall and Zomato, I translated service pain points into product and workflow improvements, improving customer outcomes across chat, voice, email, and social channels.

I've improved FCR by 15% through knowledge management and decision-tree logic, reduced operating cost by 12% through workflow redesign, and partnered closely with business, technology, data, design, and product teams to turn CX insights into delivery-ready change.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager – Customer Experience

Current

Bandhan Bank Ltd

Jan 2025 - Present (1 year 8 months)

Lead end-to-end service transformation for the bank's CX organization, including current-state assessment, solution design, implementation planning, and adoption. Delivered a +10% NPS improvement within one year and developed benefits cases quantifying service-quality gains and cost-to-serve impact.

Automation CRM Analytics Process Mapping Business Requirements Change Management Stakeholder Management NPS CX KNOWMAX Gnani.AI ElevenLabs Power BI Excel

Assistant Manager

PhonePe Ltd

Aug 2022 - Dec 2024 (2 years 4 months)

Led service design and stand-up for the mutual funds and stockbroking business, building operating models, workflows, and metrics from the ground up. Designed and implemented automation use cases that reduced operational effort by 20% and improved agent efficiency and containment.

Service Design Automation Workflow Automation Vendor Governance Business Reviews operational performance Stakeholder Management

Program Manager

Citymall

Feb 2022 - Jun 2022 (4 months)

Assessed service processes and defined KPIs and SLAs, driving improvement in NPS, CSAT, and FCR through targeted service-experience levers. Implemented workflow automation to deflect L1 volume and improve service outcomes.

Process Assessment KPIs SLA Management NPS CSAT FCR Workflow Automation Root Cause Analysis

Assistant Manager

Zomato Ltd (Eternal)

Feb 2017 - Feb 2022 (5 years)

Assessed and redesigned service processes, channel mix, and operating models across geographies, keeping service KPIs within target. Improved FCR by 15% via a Knowledge Management tool and reduced operating cost by 12% by redesigning rejection workflows.