Overview
Work History
Education
Accomplishments
Timeline
Generic

Saumya Chopra

Noida

Overview

12
12
years of professional experience

Work History

General Manager, Customer Strategy & Category Lead

CREW, By Swiggy India
06.2025 - Current
  • Lead the Travel category end-to-end, including team setup, performance management, and revenue ownership.
  • Drove ~₹6 lakh revenue with ~₹75 lakh GMV in December, delivering ~46% month-on-month growth.
  • Built and optimized customer journeys in collaboration with Product and executed seamlessly with Operations.
  • Significantly improved customer responsiveness by reducing time to share relevant options from ~8.2 hours to 73 minutes.
  • Ensured strong conversion outcomes through process optimization and data-driven execution.

Senior Manager, Customer Experience

PhonePe
10.2022 - 06.2025

Share Market by PhonePe, Wealth Business Unit.

  • Led the CX team for Wealth, covering Strategy (process design and automation) and Operations (in-house and vendor teams).
  • Increasing registered users by 7% and improving post-KYC rejection onboarding by 18%, by reducing onboarding steps from 17 to 8 steps on the application.
  • Optimized customer automation, expanded Chatbot coverage by 32%, improved CSAT by 5%, and reduced reopens by 7% for order and IPO-related queries.
  • Improvised FRT from 108 hours to 12 hours, for power users (top 5%), to 15 minutes, and reduced the abandoned rate from 11% to 2.3%.

PhonePe for Business, Merchant Business

  • Launched payment devices (smart speaker and POS) for merchants, aligning the merchant experience with growth plans.
  • Designed an auto-troubleshoot process, reducing grievances by 31% and TATs by 98 hours.
  • Launched Merchant IVR to quickly capture device grievances and updated agent consoles, cutting AHT by 90 seconds.

Head of Customer Experience, Consumer Transactions Business

OLX India
11.2021 - 08.2022
  • Led the CX charter for customers and car dealer partners across C2B and classified businesses, establishing NPS and grievance tracking.
  • Drove a global rank jump from 19 to 5 in six months through leadership-led customer feedback programs.

Customer Experience

CARS24 Pvt Ltd
03.2019 - 10.2021

Head of Customer (buyer) Experience – Middle East

  • Led a 0-1 journey for the customer experience of the B2C model launch in the Middle East, collaborating on strategy, process design, and execution.
  • Integrated Lead Management system with vendor portals, boosting retail efficiency by 48%.
  • Collaborated with product and tech teams to refine customer flows and preemptively address risks; hence, NPS improved from 5.2% to 46.7% within 3 months.

General Manager – Bikes India

  • Founding team member of Bikes24 – a two-wheeler buying and selling platform.
  • Created a DIY model for selling bikes, allowing customers to sell in five minutes, with pickup in ten hours. This increased footfall by 41% and boosted bike procurement by 21% through self-inspection.
  • Set up tools and processes for an effective customer journey, improving NPS from 19% to 57% in 5 months.

Senior Manager – Cars India

  • Restructured and developed a Lead Management system for customer communication touchpoints for the in-branch experience of the users.
  • Introduced a virtual number system, reducing grievances by 63% in 11 months, and boosting NPS by 12%.
  • Launched home inspections, improving the funnel by 23%, and increasing monthly revenue by 7%, reducing vehicle selling time from 102 to 48 hours.

Experienced Consultant, Risk Assurance

PWC India
12.2018 - 02.2019
  • Conducted Internal Audit for Automobile clients, as part of the team we were responsible conducting audit around the processes to understand reasons for gap.

Analyst to Consultant

EY India
02.2014 - 11.2018

Risk Advisory - Internal Audit

  • End-to-end functional exposure across the Pharmaceutical, Media & Entertainment, and Education sectors, spanning Procure-to-Pay, Order-to-Cash, Inventory Management, Accounts Payable, and Account Management.

Business Advisory: Process Improvement and Policy Making

  • Delivered process transformation across the Information Technology and Media sectors by identifying and automating key Procure-to-Pay (P2P) workflows, redesigning operating models, and executing a structured hiring plan—resulting in a 42% improvement in process efficiency within four months.

Education

MBA (Executive) -

Indian School of Business
Hyderabad
01.2016

BMS -

Shaheed Sukhdev College of Business Studies, University of Delhi
01.2013

Class XII and X (CBSE) -

St. Thomas’
Delhi
01.2010

Accomplishments

  • India 5000 Women Achiever Awards 2021
  • Excellence in Customer Services, by Scribe Minds & Media 2022, OLX India
  • Top 100 CX Leaders 2022, 2023 and 2024 by Trescon Global

Timeline

General Manager, Customer Strategy & Category Lead

CREW, By Swiggy India
06.2025 - Current

Senior Manager, Customer Experience

PhonePe
10.2022 - 06.2025

Head of Customer Experience, Consumer Transactions Business

OLX India
11.2021 - 08.2022

Customer Experience

CARS24 Pvt Ltd
03.2019 - 10.2021

Experienced Consultant, Risk Assurance

PWC India
12.2018 - 02.2019

Analyst to Consultant

EY India
02.2014 - 11.2018

MBA (Executive) -

Indian School of Business

BMS -

Shaheed Sukhdev College of Business Studies, University of Delhi

Class XII and X (CBSE) -

St. Thomas’
Saumya Chopra