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.
• 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.
• Lead, coach and mentor multiple implementation teams consisting of cross-functional members

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.
• 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.
• 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.
• 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.
• 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.
• 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.

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