Nishant Khatri

I am a seasoned Customer Experience Manager with 18 years of experience, driven by an ambition to achieve mastery in creating exceptional customer journeys. My approach is characterized by logical insight and a flexible mindset, allowing me to adapt strategies and continuously innovate towards an ideal, seamless customer interaction.

Experience

Customer Experience Manager

IndiGo (InterGlobe Aviation Ltd) · Feb 2025 – Mar 2026

Not yet confirmed

I

Manager- Customer Experience

Indigo Interglobe Aviation Pvt.Ltd. · Feb 2025 – Mar 2026

Not yet confirmed

• Leading verticals across Social Media, E-mails, Phones
• Improved CSAT by 15% through proactive customer engagement.
• Increased NPS by 1.2 points with enhanced service initiatives.
• Achieved 85% First Contact Resolution across support channels.
• Reduced complaint resolution time by 30%.
• Boosted customer retention rate by 10%.
• Drove 20% growth in loyalty program engagement (6E Rewards).
• Lowered customer churn by 12% through recovery programs.
• Delivered 92% success rate in service recovery cases.
• Enhanced customer journey scores across booking-to-boarding touchpoints.

A

Hosting Lead

AirBnB · Oct 2019 – Mar 2024

Not yet confirmed

• Partnered with cross-functional teams to design and implement processes that significantly enhanced the customer experience.
• Proven experience in identifying, onboarding, and maintaining relationships with travel service providers, including airlines, hotels, car rental agencies, and tour operators.
• Engineered advanced customer segmentation models to identify key segments and customize marketing campaigns accordingly.
• Conducted comprehensive usability testing for mobile applications and websites to ensure optimal user experience.
• Developed and executed test plans, scenarios, and scripts to identify usability issues.
• Collaborated with development teams to prioritize and implement necessary design changes based on test findings.
• Utilized various testing methods, including A/B testing, heuristic evaluation, and user interviews.
• Analysed test results to provide actionable insights and recommendations for improving interface design and functionality.
• Ensured compliance with accessibility standards to cater to a diverse user base.
• Prepared detailed reports and presentations to communicate findings to stakeholders.
• Conducted training sessions for customer service representatives, focusing on best practices for managing customer inquiries.
• Managed stakeholder relationships and led the seamless transition of processes.

Cx Lead

Airbnb · Oct 2019 – Mar 2024

Not yet confirmed

U

Assistant Manager Customer Experience

Urban Clap · Jul 2018 – Apr 2019

Not yet confirmed

• Managed a team of 40-60 associates and 3-4 Team Leads, driving Customer Experience goals, NPS, and C-Sat.
• Ensured adherence to company policies and best practices.
• Supervised training, development, and hiring of new employees.
• Provided leadership, prepared employee reviews, and organized schedules.
• Ensured consistent service quality and availability.

Assistant Manger

Urban Company · Jul 2018 – Apr 2019

Not yet confirmed

Senior Project Coordinator

Cvent · May 2016 – May 2018

Not yet confirmed

Senior Project Consultant

Cvent · May 2016 – May 2018

Not yet confirmed

• Timely preparation of regular Metric Reports like SLA, Feedback Analysis, Individual Productivity Report and Monthly dashboard in line with agreed SLA, KPI and share the same with the client.
• Handling Client and Vendors meeting on a daily basis and plan knowledge transfer from Vendor and then Scheduling sessions for reverse KT.
• Knowledge Management – Building knowledge hub for the storing of issue and Solutioning.
• Monitoring compliance to the agreed process action plan.
• Track the actions, tasks, dependencies and perform risk mitigation plan & execution.
• Evaluate the outcomes of the project as established during the planning phase.
• Support the program manager to maintain & monitor the program plan and program SharePoint sites.
• Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
• Making sure the Renewal and Upselling targets are met.

T

Co-Founder

Teras Solutions ltd · Mar 2014 – Apr 2016

Not yet confirmed

T

Co-founder

Teras Solutions Ltd · Jan 2014 – Apr 2016

Not yet confirmed

• Managing a team of 8-10 Team Leaders (100-120 associates), motivating and helping them achieve their monthly targets.
• Managing organizational sales by developing a business plan that covers sales, revenue and expense controls.
• Meeting planned sales goals.
• Setting individual sales targets with the sales team.
• Tracking sales goals and reporting results as necessary.
• Overseeing the activities and performance of the sales team.
• Coordinating with marketing on lead generation.
• The ongoing training of salesteam.
• Developing your sales team through motivation, counseling and product knowledge education.
• Promoting the organization and products.
• Understand our ideal customers and how they relate to our products.

Group Manager

Encore Capital Group · Jun 2012 – Feb 2014

Not yet confirmed

E

Group Manager

Encore Capital Group India Pvt Ltd · Jun 2012 – Feb 2014

Not yet confirmed

• Managing a team of 10-15 Account Managers, motivating and helping them achieve their monthly targets.
• Assessing credit practices and recommends changes in procedures and policies.
• Evaluating quality of accounts receivable and assigns risk factors by generating reports and conducting credit reviews.
• Managing all delinquent accounts for the purpose of collecting past-due balances.
• Compare results of various approaches and develop action plan for non-performing assets.
• Inventory management and restructuring payment schemes for existing closures to reduce chances of revenue loss due to change in debtor's purchasing power and credit capacity.
• Participating in peer review committees for all team members and coordinate merit review process for team members
• Participating as a member of the team with instruction, reference, and collection management responsibilities
• Fostering team and individual growth through coaching, mentoring, and serve as a resource person and by encouraging collaboration among team members

V

Portfolio Analyst

Validor Capital India Pvt. Ltd. · Apr 2011 – May 2012

Not yet confirmed

V

Portfolio Analyst

Validor Capital India Pvt. Ltd · Apr 2011 – May 2012

Not yet confirmed

• Managing my own individual portfolio and making investment decisions and share in the value created as a result of investment ability.
• Study and respond to investment cases developed to provide insight into investment strategies.
• Report the revenue projections and investment feasibility to the business partners.
• Liquidate the portfolios with a benchmark of 300% return on investment.
• Perform risk assessment and subsequent referral of portfolios/individual debtors to our external panel of solicitors.
• Segment portfolios using financial and socio demographic pointers.
• Liaison with our external panel of solicitors to manage Litigation costs and ensure greater returns on investment.
• Compare results of various approaches and develop action plan for non-performing assets.
• Inventory management and restructuring payment schemes for existing closures to reduce chances of revenue loss due to change in debtor's purchasing power and credit capacity.

H

Team Developer

Hewitt Associates India Pvt Ltd · Mar 2008 – Apr 2011

Not yet confirmed

• Benefit Administration for Honeywell and Freescale Semiconductor
• Helping Honeywell and Freescale employees with any questions related to their pension, health coverage cost and many more.
• Maintaining reports of different updates send by client for changes in the procedure of Benefit Administration.
• Maintaining stringent service turnaround times to insure no reply-by date is missed (which avoid revenue loss).

Team Developer

Aon · Mar 2008 – Apr 2011

Not yet confirmed

What drives their work

The Operator

You ensure that complex systems run smoothly and efficiently, always seeking ways to optimize performance.

Nishant's superpower

You excel at identifying inefficiencies and implementing data-driven solutions to significantly boost operational outcomes.

How Nishant works

You thrive in teams focused on continuous improvement and delivering exceptional service within established frameworks.