ANJALI SINGH
Customer Experience Management
Gurgaon
Summary
Dynamic and results-driven leader with 20+ years of cross-industry experience in customer service, experience design, and operations leadership. Adept at transforming customer journeys across digital and physical touchpoints, leading multi-location teams, and executing CX strategy at scale. Proven expertise in setting up large service delivery hubs, streamlining grievance redressal systems, and managing high-value client relationships, including HNIs and global brands. Strong track record in managing business transformation, CX innovation, and service excellence across travel, luxury, and e-commerce domains. Forward-thinking Senior Manager adept at managing teams of 200+ employees with 10-12 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams.
Overview
25
25
years of professional experience
Work History
Senior Manager - Customer Experience
Luxury Escapades by Cox & Kings
New Delhi
10.2024 - Current
- Develop Product & customer experience strategy across bespoke luxury travel and concierge service businesses.
- Champion operational delivery and service standards for UHNI clients, ensuring flawless high-touch execution
- Spearhead relationship building with HNI Clientele, Premium partners, and global suppliers.
- Oversee digital branding, partnerships, customer engagement benchmarks, and experience SOPs.
- Design and deploy exclusive journeys, private jet charters, and elite-level services aligned with global luxury standards.
Senior Manager - HR (Internal CX)
upGrad
New Delhi
07.2024 - 10.2024
- Acted as Chief of Staff to CHRO for enhancing internal customer (employee) experience.
- Lead employee engagement, internal communications, and talent programs across India offices.
Associate Director - Customer Delight
MakeMyTrip.com (Goibibo)
Gurgaon
02.2012 - 12.2018
- Lead Customer Experience and Grievance Redressal across all product lines with a team of specialists.
- Managed 100% of brand escalations across social media, executive channels, and regulatory bodies.
- Directed implementation of CSAT and NPS frameworks across multiple business verticals.
- Launched and scaled fraud detection and wallet redressal desk-saving USD 150K annually.
- Partnered with Product and UX teams to embed customer feedback into roadmap planning.
- Managed online reputation by prioritizing engagement with verified HNI profiles and top influencers.
- Worked with outsourced partners to audit, calibrate, and standardize experience delivery across geographies.
- Collaborated with Marketing to ensure alignment of campaign narratives with CX promise.
Manager - Operations (Corporate Travel)
Kuoni HRG
Gurgaon
03.2011 - 01.2012
- Ops lead for marquee corporate clients including PepsiCo, Bank of America, and GlaxoSmithKline.
- Managed 35-member team across client locations; responsible for hiring, training, and performance.
- Oversaw client servicing, travel policy compliance, and vendor negotiations.
Senior Manager - Operations (Corporate Travel)
American Express
Gurgaon
02.2003 - 06.2009
- Successfully migrated travel ops processes from Amex Global offices to India, managing projects end-to-end.
- Directed service delivery across US/ JAPA & EMEA corporate accounts, ensuring SLA compliance and customer satisfaction.
- Built and led high-performance teams, trained managers and SMEs, and standardized email support processes.
- Maintained strong working relationships with global stakeholders, enabling seamless migrations and ongoing support.
- Controlled call abandonment rates under 0.5% via proactive WFM and cross-training strategies.
Process Specialist
GE Capital International Services
Gurgaon
02.2000 - 01.2003
- Managed corporate travel accounts, including Gillette India. Oversaw policy compliance and vendor negotiation.
Education
Bachelor of Arts - English Literature
Delhi University
New Delhi, IndiaExecutive Leadership Program -
Schulich School of Business
Health & Wellness Coach - Nutrition Consulting
ISSA
Digital Marketing -
Google / Coursera
Skills
Customer Experience Strategy
Service Delivery Excellence
Digital CX & Omni-Channel Integration
VOC/NPS/CSAT Programs
Grievance Redressal
UX Feedback Loops
Cross-Functional Leadership
Vendor & SLA Management
Escalation Management
undefinedTechnical And Language Skills
Sabre, Amadeus, Galileo, Freshdesk, Zendesk, English, Hindi, French
Timeline
Senior Manager - Customer Experience
Luxury Escapades by Cox & Kings
10.2024 - Current
Senior Manager - HR (Internal CX)
upGrad
07.2024 - 10.2024
Associate Director - Customer Delight
MakeMyTrip.com (Goibibo)
02.2012 - 12.2018
Manager - Operations (Corporate Travel)
Kuoni HRG
03.2011 - 01.2012
Senior Manager - Operations (Corporate Travel)
American Express
02.2003 - 06.2009
Process Specialist
GE Capital International Services
02.2000 - 01.2003
Bachelor of Arts - English Literature
Delhi University
Executive Leadership Program -
Schulich School of Business
Health & Wellness Coach - Nutrition Consulting
ISSA
Digital Marketing -
Google / Coursera
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