Summary
Overview
Work History
Education
Skills
Websites
Early Work Experience
Core Expertise
Timeline
Generic

Shuchi Khurana

Jersey City,USA

Summary

Highly dynamic and results-driven CX executive with over 20 years of global experience transforming customer experiences and VoC programs for Fortune 100 companies. A visionary thought leader known for developing and executing innovative customer and digital experience initiatives that boost satisfaction, loyalty, and financial performance. Expert in influencing key stakeholders, leading high-performing teams, and fostering a customer-centric culture from the executive suite to the front lines. Adept at leveraging data and cutting-edge CX technology to design impactful programs from the ground up. Widely respected as a passionate customer advocate and strategic leader & change agent, consistently positioning organizations as frontrunners in customer experience excellence.

Overview

23
23
years of professional experience

Work History

Vice President, Global Head of Customer Experience

CHUBB
New York, NY
01.2019 - 01.2024
  • Oversaw global operations of customer experience, serving as an Influencer, Educator, Executive Briefer, and Key Change Agent
  • Led global CX strategy, serving as an influencer and key change agent, driving customer-centric solutions across 54 countries
  • Spearheaded development & execution of a comprehensive global CX program across 5 regions and 7 Lines of Businesses
  • Deployed a large-scale CX platform (Medallia), providing real-time feedback and AI-powered insights for 10,000 employees
  • Designed and delivered CX training programs that aligned organizational values with customer-first principles, fostering a deep commitment to CX across all levels impacting 36,000 employees
  • Built and led a global CX team of 25+ professionals in a hub-n-spoke model, overseeing talent dev & performance management

Senior Director, Client Experience & Voice of Client

NORTHWESTERN MUTUAL
New York, NY
01.2015 - 01.2019
  • Led enterprise-wide client experience initiatives, managing client strategy, Voice of Client, and continuous improvement efforts
  • Built and led a world-class CX program from the ground up, incorporating Voice of Client (VoC), client insights, Net Promoter Score (NPS), culture and engagement, segmentation, journey mapping, online communities, and change management
  • Developed and implemented a robust VoC program for 3.4 million customers, including a three-tiered NPS approach (Relationship, Competitive, Transactional), journey mapping, and segmentation modeling
  • Identified and collaborated to address key customer pain points, driving targeted initiatives and experience redesigns
  • Championed data-driven insights usage to guide corporate investments and align customer expectations through modified marketing campaigns, leading to actionable improvements in NPS

Director, Customer Experience Strategy & Programs

AMERICAN EXPRESS
New York, NY
01.2010 - 01.2014
  • Led a team of 5, managing OPEN credit cards/Global business travel NPS initiatives, customer strategy, and key customer advocacy
  • Developed and executed CX Strategy, NPS Research, Customer Advocacy Council, Closed Loop, and Customer-First programs
  • Established and defined service operation standards, goals, governance, and SLAs for call centers, ensuring consistent and high-quality customer service
  • Spearheaded and enhanced OPEN business unit with over 4.3 million customers, achieving top performance in NPS rankings
  • Formed Executive CX Advocacy Council and a Detractor Recovery Team to address and resolve customer issues proactively
  • Launched multiple CX improvement programs, strengthening experience of key client groups & enhancing customer engagement

Customer Experience & Retention (Consumer Business)

DELL INCORPORATED
Austin, TX
01.2001 - 01.2009
  • Pioneered Dell's CX practice, establishing an industry-leading Customer Satisfaction Index (CSI) to measure company's competitive CX health and linked it with financial performance, quantifying the impact of CX improvements and investments
  • Directed global customer council operations, market research, VoC program and usability studies to exceed retention goals
  • Managed a cross-functional team of 2 to spearhead CX/NPS initiatives, develop segmentation and implement loyalty programs

Education

Master of Business Administration - Concentration in Marketing & General Management

McCombs School of Business
Austin, TX

Master in Apparel Marketing & Merchandising - Specialized MBA in Fashion Business

National Institute of Fashion Technology

Bachelor of Arts - Major-Mathematical Statistics

Delhi University
Delhi, India

Skills

  • Customer Vision & Strategy
  • CX Digital Transformation
  • Customer-Centric Solutions
  • VoC/CX Measurement
  • Experience Measurement Frameworks
  • Customer Analytics & Insights
  • Customer Journey Mapping
  • Customer Segmentation
  • Key Performance Indicators (KPIs)
  • Data-Driven Decision Making
  • CX Technologies
  • Contact Center Management
  • Customer Care Strategy
  • Customer-First Culture Development
  • CX Training & Talent Development
  • Cross-functional Leadership
  • Organizational Transformation
  • High-Performance Culture Development
  • People & Program Management
  • Strategic Planning & Risk Management
  • Strategic Partnerships
  • Executive Stakeholder Influence
  • Innovation
  • Business Analysis & Integration
  • Risk Management
  • Negotiation
  • Relationship Building
  • Collaboration
  • Communication Skills

Early Work Experience

  • Marketing Operations Manager, Triburg (Buying House - Gap Inc.), New Delhi, India
  • Senior Management Strategy Consultant, Kurt Salmon Associates, New Delhi, India
  • Marketing Manager, Unilever India, Mumbai, India

Core Expertise

  • Customer Vision & Strategy
  • CX Digital Transformation
  • Customer-Centric Solutions
  • VoC/CX Measurement
  • Experience Measurement Frameworks (NPS, CSAT, FCR, CES)
  • Customer Analytics & Insights
  • Customer Journey Mapping
  • Customer Segmentation
  • Key Performance Indicators (KPIs) & Measurement
  • Data-Driven Decision Making
  • CX Technologies (Medallia, Qualtrics, NICE, Zendesk)
  • Contact Center Management
  • Customer Care Strategy
  • Customer-First Culture Development
  • CX Training & Talent Development
  • Cross-functional Leadership
  • Organizational Transformation
  • High-Performance Culture Development
  • Strategic People & Program Management
  • Strategic Planning & Risk Management
  • Strategic Partnerships
  • Executive Stakeholder Influence
  • Innovation
  • Business Analysis & Integration
  • Risk Management
  • Negotiation
  • Relationship Building
  • Collaboration
  • Communication Skills

Timeline

Vice President, Global Head of Customer Experience

CHUBB
01.2019 - 01.2024

Senior Director, Client Experience & Voice of Client

NORTHWESTERN MUTUAL
01.2015 - 01.2019

Director, Customer Experience Strategy & Programs

AMERICAN EXPRESS
01.2010 - 01.2014

Customer Experience & Retention (Consumer Business)

DELL INCORPORATED
01.2001 - 01.2009

Master of Business Administration - Concentration in Marketing & General Management

McCombs School of Business

Master in Apparel Marketing & Merchandising - Specialized MBA in Fashion Business

National Institute of Fashion Technology

Bachelor of Arts - Major-Mathematical Statistics

Delhi University

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Shuchi Khurana