VRUSHABH CHOTALIA

Co-led the development of a comprehensive CX strategy and 12-month implementation roadmap for a fashion retailer, integrating mobile apps and virtual experiences, projecting a 45% increase in visitor engagement and a +22% uplift in NPS.

Led a comprehensive CX and UX audit for a real estate firm, uncovering key friction points responsible for a 12% drop-off in the conversion funnel and outlining actionable fixes to recover lost revenue.

Designed and implemented a WebRTC-based website conversion tool, building the business case, project plan, and integration playbook, achieving a 75k AED revenue uplift within a two-week project.

Led the end-to-end design and rollout of a digital loyalty program, including rewards and cash-based incentives, from business case ideation through full implementation.

Successfully delivered a Certified Pre-Owned Vehicle (CPOV) program for Polestar within 52 days of joining, contributing to a 5% improvement in used car sales.

Improved fragmented customer experience across 11 retail stores, digital, and contact center touchpoints by redesigning end-to-end journeys (e.g., at-home test drives, KSA deliveries, revamped handover), enhancing overall customer satisfaction.

Designed and implemented training programs for sales, after-sales, and contact center agents, improving CES scores and enabling revenue growth.

Spearheaded full-funnel website redesign and experimentation initiatives, optimizing user flow, UX, and boosting conversion rates by 11.2% and engagement by 32%.

Developed an MVP of a real-time AI-based call analytics platform using MS Azure, extracting insights from 85% of inbound calls.

Scaled the BYD UAE app to over 8,500 active owners through strategic feature prioritization and coordination with OEM, leveraging user behavior analysis and interviews.

Established VoC 2.0 and NPS frameworks, led 12 journey mapping workshops, and redesigned 5 high-friction customer touchpoints.

Introduced AI-driven insights and automation to optimize call-backs, FAQ handling, and showroom operations, improving response time and sales performance.

Transformed an underperforming 50-agent CX department through comprehensive digitalization, restructuring, and performance management, improving CSAT by 7% and delivering AED 1.5M in annual savings over 3 years.

Conceived and launched a referral program combining UX optimization, pricing strategy, and CRM integration, boosting referral-driven acquisition by 12% while reducing Customer Acquisition Cost (CAC) by 5.4%.

Tackled high churn rates by implementing a Voice of Customer (VoC) program and 8 key CX initiatives, resulting in a 9.4% boost in word-of-mouth and a 2.1-point increase in Google reviews.

Eliminated support query overload by 14% through UX/UI enhancements, self-service knowledge base, and chatbot implementation across app, website, and in-car touchpoints.

Developed a predictive analytics framework to identify at-risk users, proactively preventing churn by 7.3%.

Redesigned onboarding experience with e-KYC verification, reducing activation time from 1 day to 15 minutes and driving 34% higher activation rates.

Built an internal operations fleet management system, reducing manual workload by 40% and improving asset utilization by 15%, contributing to a 7.3% increase in booking rates and generating +AED 1.21M in OPEX impact.

Designed automated support intervention workflows across multiple touchpoints, reducing monthly churn by 18% through personalized user engagement.

Launched micromobility service from zero to 1,000+ trips in 90 days, deploying 100+ e-scooters across 5 locations with a 12-person team in 56 days.

Secured angel and seed funding to develop proprietary tech stack and IoT hardware, achieving 12.3% month-over-month user growth.

Led the venture to get acquired by a leading UAE mobility-sharing company, overseeing the integration of the scooter fleet into the host platform.

Partnered with RTA, DoT, and FTA for conducting pilot test concepts across 3 emirates.

Led end-to-end product development of an automated composting machine, achieving 1.2x faster processing with 30% less human involvement.

Conducted 120+ customer interviews, built and presented prototypes to the Expo 2020 Innovation program.

Partnered with 4 Gated communities to draft a closed-loop waste management program.