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.

• 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.

 Masters of Business AdministrationPGDBM (Marketing & Finance) from Xavier Institute of Management, Bhubaneswar, Odisha, India Degree in Computer EngineeringDegree in Computer Engineering (AMIE) from Institute of Engineers, IndiaCertified SAFe 6 Agilist (2023)Certificate ID: 56249163-8557 Project Management Professional  PM Institute PMP # 1744796 PSPO – I and PSM – I (Scrum.org) (PSPO - I : 618704 & PSM – I : 613286)