Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic
Amruta Jain

Amruta Jain

Gurgaon

Summary

A highly motivated and results-driven Program Manager with experience in leading large-scale Customer Experience Management (CXM) programs across multiple industries. Proven track record of enhancing customer satisfaction, loyalty, and engagement by designing and implementing customer-first strategies. Adept at cross-functional collaboration, data-driven decision-making, and delivering seamless customer journeys. Expertise in leading projects from ideation to completion while managing resources, timelines, and budgets to ensure optimal delivery.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Program Manager

Medallia India
Ahmedabad
09.2022 - Current
  • Led cross-functional customer experience transformation programs to redesign the end-to-end customer journey, leading to an increase in Net Promoter Score (NPS) and a reduction in churn.
  • Managed multiple CX initiatives simultaneously, including VoC and VoE programs, CRM integrations, and omnichannel customer support improvements.
  • Directed a team of 10+ analysts, data analysts, and CX specialists, ensuring project milestones were met on time and within budget.
  • Spearheaded the creation of CX frameworks, utilizing data analytics to define critical touchpoints and implement CX enhancements across digital and offline channels.
  • Developed project plans, identified risks, set objectives and monitored progress towards completion.
  • Managed program budgets and timelines, ensuring projects stayed on track and within allocated resources.
  • Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.

Senior Consultant

Etech Global Services
Ahmedabad
12.2018 - 09.2022
  • Designed and implemented a comprehensive Voice of Customer (VoC) program, capturing insights across email, surveys, and social media, which led to a 22% improvement in customer satisfaction (CSAT).
  • Spearheaded the creation of data-driven CX frameworks, using Medallia to track customer experience KPIs, optimize digital and offline experiences, and deliver on CX goals.
  • Developed project roadmaps, managed timelines, and ensured stakeholder alignment across departments, achieving a higher on-time delivery rate.
  • Provided strategic guidance to clients on best practices for business operations.
  • Developed detailed project plans and timelines to ensure successful completion of projects.

Planning Specialist

IBM India
Pune
12.2015 - 11.2018
  • Collaborated with stakeholders to ensure successful completion of projects.
  • Identified areas for improvement and recommended solutions.
  • Orchestrated end-to-end campaign planning and execution for a US-based banking client using the UNICA platform.
  • Designed email and social media creatives using HTML, CSS, and JavaScript, and segmented the database to reach the targeted audience using SQL in order to implement digital marketing and advertising campaigns for the client.

Systems Engineer

Infosys
Pune
02.2014 - 11.2015
  • Coded using HTML, CSS, and SQL for business and functional requirements. Contributed to website design and database management in .NET development, testing, and deployment of a project involving client-server applications.

Education

Bachelor of Science - Computer Science

SNJB COE College of Engineering
Nasik
06-2013

Skills

  • Customer Experience Strategy: Journey mapping, CX frameworks, Voice of Customer (VoC) initiatives, Net Promoter Score (NPS) improvement
  • Program & Project Management: Agile methodologies, SCRUM, project lifecycle management, stakeholder communication, cross-functional leadership
  • Data Analytics & Insights: Customer segmentation, data-driven decision-making, KPI measurement, experience optimization using analytics
  • Tools & Platforms: Medallia, Microsoft Power BI, Jira, Workfront
  • Leadership & Collaboration: Team leadership, stakeholder management, vendor negotiations, cross-functional collaboration
  • Change Management: Process improvement, customer feedback integration

Languages

English
First Language
Hindi
Upper Intermediate (B2)
B2
Marathi
Intermediate (B1)
B1

Certification

  • Medallia OCEM level 1 & level 2
  • Medallia Product Certification

Timeline

Program Manager

Medallia India
09.2022 - Current

Senior Consultant

Etech Global Services
12.2018 - 09.2022

Planning Specialist

IBM India
12.2015 - 11.2018

Systems Engineer

Infosys
02.2014 - 11.2015

Bachelor of Science - Computer Science

SNJB COE College of Engineering

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Amruta Jain