ANUP DASH

As a passionate Customer Experience (CX) professional specializing in Digital Transformation within the aviation industry, I have spearheaded and implemented CX transformation and digital strategy initiatives that drive strategic enterprise impact. My expertise spans CXM, digital transformation, customer centricity, and analytics-driven actionable insights. I have forged and nurtured lasting relationships with both internal and external stakeholders, consistently delivering high-quality projects and achieving business excellence. Fuelled by my passion and growth mind-set, I am poised to leverage my extensive experience and exceptional interpersonal skills in challenging environments to advance operational excellence. 

CX Program Manager (Digital)   Since 2017 till 2024 at Qatar Airways

• Envisioned & implemented Omni channel VOC program covering KPIS like NPS, CSAT, and CES etc. Managing 10+ on going feedback initiatives & 3 close loop initiatives. Having 3-5% positive revenue impact.
• As a Product Manager delivered roll-out Digital Dashboard, activated Cash+Miles for Loyalty & Data privacy overhaul across Digital Org.
• Managing Omni channel 1-To-1 personalization across digital channels. Working with 20+ Digital units to drive $100M+ incremental revenue. 
• Working with the digital leadership team to constantly evolve the quarterly KPIs as per business OKR. Automated tracking for 150+ digital members. 
• Managing end-2-end Digital Insights for entire digital organization. Advocating data driven strategy with analytics-backed decision-making.

Subject Matter Expert & Project Manager  from 2011 till 2017 at Qatar Airways 

• Functioned as IT Account Manager for departments like Commercial, Procurement & Finance at Qatar Airways. 
• Managed end-to-end delivery covering agreed scope, resources, deadlines & cost in co-ordination with onsite/offshore teams.
• As PMO lead established project governance framework & standards.
• Architected various viable IT solutions for complex business scenarios.
• As SME delivered systems from inception till post production support as per agreed timeline, with proper quality and within agreed cost.

Identified and ensured to crossover business barriers for successful completion of strategic business critical projects.