Joydeep Nandi Email & Phone Number

New Zealand

Leading the enterprise customer experience insights function for a major gateway connecting New Zealand to the world. Throughout the entire journey, enhance the customer experience, develop and present strategic recommendations to senior leadership.Encouraging all business units to make data-driven decisions by providing useful insights that guide strategic planning and operational efforts. Create and keep up a strong Voice of the Customer (VOC) program to gather insights from a range of stakeholders, such as partners, airlines, and travelers.

Successfully defined and implemented customer journey-based proposition development, securing support from LT. Developed a holistic consumer data-driven framework which provided insights on customer touchpoint pains and gains. This in turn enabled creation of impactful value propositions across products and channels.Led product transformation to deliver key strategic initiatives, collaborating with a wide range of stakeholders to lead features, priorities, customer experience improvement and business growth.

Designed and executed “Listen, Learn and Act” based Customer Experience program, resulting in increased NPS over three years, reducing resolution roadblock and fostering a culture of exceptional customer service. Established VOC program from scratch to execute always on customer listening system across customer channel interactions, product journeys and brand relationship.Delivered customer insights critical to the decision-making process and embed satisfying customer needs into all ANZ’s actions.

Reported to the CEO, spearheaded the brand refresh of a trusted Kiwi brand aimed at accelerating the business and driving P&L growth. Part of the leadership team, I created a transformative panel in partnership with Fly Buys, leveraged people, and implemented global research practice and processes.

Reported to the GM Marketing Microsoft, played a vital role in leading critical components of the global Marketing campaign evaluation program. I created a comprehensive data and analytics strategy which I presented to Marketing LT and agency partners, facilitated insights transformation to always on cloud visualization platform.

Effectively managed a diverse FMCG client portfolio and achieved incremental revenue growth, elevating the portfolio's value. Led Reference Data Business Process Improvement initiatives (Green Belt equivalent) to improve North American client reporting using DMAIC and DMADV techniques.

Master Of Business Administration (Mba), Double Major In Marketing & International Business

Bachelor Of Commerce - Bcom, Economics