Ila Ghosh Email & Phone Number

West Bloomfield Township, Mi, Us

Troy, Michigan, United States

• Member of senior leadership team within J.D. Power’s CX Research Solutions organization focused on bringing together authentic, relevant data analytics, insights, and state-of-the-art technology to help clients transform their customer experience• Counsel clients on design of a successful, actionable CX Voice of Customer program and metrics for their organization based on the CX lifecycle maturity, company strategy and objectives, and competitive alignment. • Lead implementations of enterprise-wide proprietary Voice of Customer CX programs for clients across healthcare, financial services and multiple other industries on the Qualtrics CX technology platform• Develop standards, policies, guidelines and procedures for VOC program implementations on Qualtrics CX technology platform • Responsible for operational product strategy for Qualtrics CX platform for J D Power. Collaborate with Qualtrics leadership to identify platform gaps with client business requirements and build and implement custom solutions• Lead, coach and mentor multiple implementation teams consisting of cross-functional members • Co-author presentations to provide clients with actionable insights to improve business metrics. Lead quarterly business reviews with clients to strategize program enhancements and evolvement• Support business development activities including solutioning, pricing and proposal activities

Troy, Michigan, United States

• Led syndicated global research operations for multi-million dollar global practice areas (Financial Services, Insurance and Healthcare) accounting for $60 million in revenue. Overall responsibility for research operations including design, execution, and analysis of 40+ Voice of Customer syndicated studies for these sectors.• Recruited, managed and mentored the operations team of 20+ researchers across these practice areas. Reorganized and aligned siloed teams into a single homogenous team to optimize resource allocation and facilitate cross-training• Established and nurtured executive relationships with practice area leadership to advise and support sector products and goals • Drove cost savings through operational efficiencies and process standardization• Met project and department financial targets and provide accurate forecasts

Troy, Michigan, United States

• Managed J.D. Power's research activities in North America, Europe, Middle East and Asia for the Travel & Hospitality sector. Oversight of all research production and analytical activities for syndicated benchmarking and proprietary studies for hotels, airlines, rental cars, cruise lines and destinations.• Designed, implemented and managed large-scale tracking engagements for luxury hotels globally utilizing the Medallia CX platform. Advised clients on program design to meet business objectives. Delivered insightful analytics with emphasis on actionable recommendations and strategies based on research findings.• Led, coached and mentored the operations team of 10 researchers • Delivered monthly operational reviews for sector to executive leadership on achievements, identified risks and related mitigation plans, and opportunities• Supported business development activities including pricing and proposal activities. Managed revenue, cost and EBITDA targets within group

Troy, Michigan, United States

• Member of senior leadership team within J.D. Power’s proprietary research organization. Responsible for the leadership of large scale proprietary VOC tracking programs and continuous improvement efforts.• Designed research projects and led a team of researchers to execute multiple large-scale tracking projects in the financial services sector. Responsibilities included oversight of research design, execution and analysis, project financial management, vendor and client management.• Responsible for proposal and pricing activities to support proprietary business development activities for financial services sector

Detroit, Michigan, United States

• Automotive industry consultant - Supported world-class organizations on strategy and business process reengineering initiatives• Managed multiple large-scale programs with a focus on strategy/operations and program management. • Main responsibilities included analysis and diagnosis of client business issues, design and implementation of custom solutions to improve client business performance, and managing client relationships.• Notable projects include planning and program assurance activities for an automotive supply chain reengineering project; billing system implementation project for the telematics division of a global automotive OEM; IT structural cost reduction assessment of two order management systems for a leading automotive OEM resulting in $5 million savings; Analysis and reconciliation of two cost and reporting systems at a major automotive OEM leading to a realization of $100 million potential tax credits.

Troy, Michigan, United States

• Responsible for the daily project management of proprietary market research studies from inception to delivery.• Managed research operations for a major automotive OEM worldwide account worth $1.1 million. Supervised 4 team members.• Analyzed and created custom client presentations for core JDP syndicated auto studies. • Redesigned and standardized processes for conducting proprietary dealer and quality tracking research across the firm. Achieved 30% cost and time efficiencies and improved client satisfaction• Responsible for vendor selection and management for outsourced mail and phone studies.

Mumbai, Maharashtra, India

• Executed over 30 quantitative ad-hoc proprietary projects such as tracking studies, usage and attitude research, market segmentation, advertising research, new product research and election/opinion polls.• Expertise in qualitative research – conducted several focus groups and in-depth interviews

Master Of Business Administration - Mba, Marketing

Bachelor Of Engineering, Mechanical