DHANYA S BHAT
Director - Customer Experience
Bengaluru
Summary
Customer experience professional with 19 years of experience in enterprise CX strategy and operational excellence within consumer tech, travel, and telecom. Track record of improving customer satisfaction metrics and reducing service costs while ensuring revenue protection through effective customer-centric strategies. Strong collaborator with product and technology teams, skilled in voice of customer journey mapping and team development.
Overview
20
20
years of professional experience
Work History
Director – Customer Experience
Licious
Bengaluru
10.2021 - Current
- Own end-to-end CX strategy, aligning customer experience with growth, retention, and brand promise
- Partner with Product, Tech & Supply Chain to embed customer insights into business decisions
- Built and scaled multi-layered CX organization, strengthening leadership pipeline
- Impact:
- 20% reduction in AHT
- 2% O2C reduction
- Improvement in CX ops matrix : CSAT, FCR, RT across all touch points
- Institutionalized VoC (NPS, CSAT) governance driving cross-functional prioritization
- Improved speed-to-competency via digital training frameworks
National Manager – Customer Care
Travelyaari
Bengaluru
10.2017 - 10.2021
- Led national CX operations across B2C, CRS, GDS & partner channels
- Acted as CX advisor to leadership, influencing product & service strategy
- Drove process transformation improving service consistency and turnaround
Manager – Customer Service
Vodafone
Kochi / Bengaluru / Chennai
05.2006 - 09.2017
- Managed multi-site, multi-partner contact centre operations at scale
- Led customer-centric transformation initiatives across operations
- Impact:
- ₹3 Cr annual cost savings through productivity & partner optimization
- Reduced call abandonment from 60% → 3%
- Improved CPS from 0.4 → 0.24
- Improved CSAT from 80% to 89%
Education
Bachelor's Degree - Information Technology
Skills
Customer experience strategy
cost savings
Voice of Customer (VoC)
Digital customer experience
Large scale operations
Objectives & Key Results (OKRs)
Cross-departmental teamwork
organizational design
Partner management
AWARDS
Megastar Award – Cost Optimization Excellence, Excellence Award – Best Performance (3 consecutive years)
Timeline
Director – Customer Experience
Licious
10.2021 - Current
National Manager – Customer Care
Travelyaari
10.2017 - 10.2021
Manager – Customer Service
Vodafone
05.2006 - 09.2017