Indranil Saha — CEO

Strategic leader with 8+ years of experience in product and program management, consulting, data analytics, and driving cross-functional teams across e-commerce and energy industries. An alumnus of IIM Trichy [MBA Co '2019] and Gold Medal Finalist for Best All-Round Performance, recognized for delivering transformative business outcomes. Currently, as General Manager - Customer Experience at Swiggy - spearheading CX cost charters for Food Marketplace and Instamart (QComm), Planning and Strategy, Global Command Center, Customer Refunds, Platform Availability, Cancellations, Process Automation, Service Recovery and new Product-Business GTMs. Proven expertise in scaling operations, enhancing customer and delivery partner experiences, and driving cost efficiency and innovation. Previous roles at Deloitte and TCS involved consulting, product leadership, and managing large-scale transformations in the e-commerce and utilities sectors. Product Management certification from ISB, CSPO®, ITIL®, and Six Sigma Green Belt, with global exposure to high-impact projects, including business transformation in Singapore and live projects with GSK, OYO and InfoEdge. Recognized as a National Winner or Finalist in business competitions by Reliance, Cognizant, and premier institutes like IIM Ahmedabad, IIM Kozhikode, IIT Kanpur, etc. Passionate about leveraging technology and strategy to build scalable solutions, with interests in startups, stock markets, social impact and photography.

Stackforce AI infers this person is a Customer Experience and Product Management expert in the e-commerce sector.

Location: Bengaluru, Karnataka, India

Experience: 9 yrs 6 mos

Skills

Customer Experience
Product Management
Business Analysis
Marketing
Consulting
Operations Management

Career Highlights

8+ years in product and program management.
Led transformative projects at Swiggy and Deloitte.
Recognized for excellence in customer experience leadership.

Work Experience

Swiggy

General Manager - Customer Experience | AI Strategy, Planning, Commercials & Supply CX (2 yrs 1 mo)

Senior Manager - Customer Experience | Strategy, Planning, Commercials & Product GTM (1 yr 5 mos)

Manager - CX | Labs, Product GTM & Chief of Staff to BU Head (1 yr 2 mos)

Deloitte

Consultant | Product & Functional Lead (2 yrs 2 mos)

Ideactio Pte Ltd

Consulting Intern | Live Project in Singapore (1 mo)

LG India

Marketing Intern | MBA Summers (1 mo)

Wooplr

City Lead | CEO For A Month Programme (7 mos)

Tata Consultancy Services

System Engineer (1 yr 8 mos)

Assistant System Engineer (1 yr)

Education

Product Management at Indian School of Business

MBA at Indian Institute of Management Tiruchirappalli

Bachelor's Degree at Calcutta Institute Of Engineering And Management

High School at South Point High School, Kolkata

Indranil Saha

CEO

Bengaluru, Karnataka, India9 yrs 6 mos experience

Most Likely To SwitchAI ML Practitioner

Key Highlights

8+ years in product and program management.
Led transformative projects at Swiggy and Deloitte.
Recognized for excellence in customer experience leadership.

Stackforce AI infers this person is a Customer Experience and Product Management expert in the e-commerce sector.

Contact

Skills

Core Skills

Customer ExperienceProduct ManagementBusiness AnalysisMarketingConsultingOperations Management

Other Skills

AI StrategyPlanningCommercialsProcess AutomationProgram ManagementStakeholder ManagementProduct GTM StrategyScrum MasterFinancial PlanningDigital MarketingSocial Media MarketingMarket AnalysisStrategy DevelopmentMarket ResearchData Analysis

About

Experience

9 yrs 6 mos

Total Experience

3 yrs 2 mos

Average Tenure

4 yrs 8 mos

Current Experience

Swiggy

3 roles

General Manager - Customer Experience | AI Strategy, Planning, Commercials & Supply CX

Promoted

Apr 2024 – Present · 2 yrs 1 mo

Heading Customer Experience & Support Cost charters for Food Marketplace & Instamart (QComm), Food CX AI Strategy, Planning and Commercials, Global Command Centre, Platform Availability, Customer Refunds, Cancellations, CC Labs, Process Automation, Service Recovery, new CX Initiatives & Product-Business GTMs

Customer ExperienceAI StrategyPlanningCommercialsProcess AutomationProduct Management

Senior Manager - Customer Experience | Strategy, Planning, Commercials & Product GTM

Promoted

Oct 2022 – Mar 2024 · 1 yr 5 mos

Manager - CX | Labs, Product GTM & Chief of Staff to BU Head

Aug 2021 – Oct 2022 · 1 yr 2 mos

> Chief of Staff to BU Head and Program Manager for CRM migration
> Responsible for handling Food Marketplace and New Initiatives CS cost charters
> Business Product POC for new feature rollouts and product enhancements: Led product releases like human-in-the-loop and mailbox automation
> Devised GTM CX strategy for Gourmet, Dineout, Minis, Swiggy One, Order For Others, Occasions: End-to-end stakeholder and project management through to the delivery
> Overseen Labs and Process Automation Team of 20+ members: Led 11 major BOT, 250+ FGD-VOC analysis and 16 Cx conversion projects

Program ManagementStakeholder ManagementProduct GTM StrategyProcess AutomationProduct ManagementCustomer Experience

Deloitte

Consultant | Product & Functional Lead

Jun 2019 – Aug 2021 · 2 yrs 2 mos · Hyderabad Area, India

> Product Management Leadership: Part of 3-member Product team to deliver 4 epics and 15+ features; led 18 Engineers and QAs
> Scrum Master & Project Management Expertise: Managed 250+ user stories, 350+ DSUs, and 40+ sprint plans for a global oil and gas leader
> UX & Digital Transformation: Delivered 128 UX wireframes, 100+ screens, and 70+ actionable, data-driven, and tech-enabled recommendations for a global data visualization firm
> Business Analysis Excellence: Drove 3 major change requests to $1 Bn revenue growth by enabling expansion to 13 European markets
> Financial Planning Solutions: Delivered Anaplan solutions for an INR 4K Cr. Indian firm, streamlining financial planning, budgeting, and forecasting for faster, data-driven decision-making

Product ManagementScrum MasterBusiness AnalysisFinancial Planning

Ideactio pte ltd

Consulting Intern | Live Project in Singapore

Aug 2018 – Sep 2018 · 1 mo · Singapore · On-site

> Performed industry, macro-environmental, and market analyses and devised strategies for a major auto player on how they can enter new markets in South East Asia
> Examined the entry mode decision factors and applied various frameworks like CAGE, ADDING Value Scorecard to construct relevant recommendations

Market AnalysisStrategy DevelopmentConsulting

Lg india

Marketing Intern | MBA Summers

Apr 2018 – May 2018 · 1 mo

> Performed extensive market research to analyze consumer purchase preferences with respect to LG's distribution channels and thorough catchment area analysis to recommend markets where exclusive brand stores can be launched; analyzed 10+ marketing and branding activities
> Applied quantitative techniques and statistical methods to survey data from 460+ respondents, 20+ in-depth interviews to present a detailed competitor analysis

Market ResearchData AnalysisMarketing

Wooplr

City Lead | CEO For A Month Programme

Mar 2018 – Oct 2018 · 7 mos

> Selected as City Leader from 2 Lac+ participants in the Wooplr CEO For A Month Challenge
> Involved in digital and social media marketing, and Cx, retailer and influencer acquisitions

Digital MarketingSocial Media MarketingCustomer ExperienceMarketing

Tata consultancy services

2 roles

System Engineer

Oct 2015 – Jun 2017 · 1 yr 8 mos

> Team Management: Led a team of 6 associates supporting critical customer-centric wholesale settlement applications, ensuring high system uptime and operational efficiency
> Process Optimization: Delivered a trading module that automated manual processes, reducing effort by 52% and significantly enhancing system performance
> Key Achievements: Onsite opportunity in Melbourne, Australia. Awarded Best Team Award and consistently ranked in the top performance band for consecutive years

Team ManagementProcess OptimizationOperations Management