Nazia Wagle
About Nazia Wagle
Nazia Wagle is the Head of Customer Experience at Aditya Birla Group in Mumbai, India, with a rich background in customer operations and management roles at Vodafone Idea Limited and Aditya Birla Capital.
Title and Current Role
Nazia Wagle serves as the Head of Customer Experience at Aditya Birla Group. Based in Mumbai, Maharashtra, India, she works on-site to lead and optimize customer experience strategies for the organization. Her role involves overseeing various initiatives aimed at enhancing customer satisfaction and loyalty.
Past Roles and Experience
Nazia Wagle has accumulated extensive experience in customer experience management over her career. She worked at Aditya Birla Capital as Deputy Chief Manager from 2016 to 2024, providing leadership in digital transformation for customer service processes. Before that, she held multiple roles at Vodafone Idea Limited, including HNI Head - Customer Operations (2015-2016), Customer Experience & NPS Head (2010-2014), and Lead - Quality & NPS Operations (2007-2010), where she contributed significantly to various customer-centric initiatives.
Educational Background
Nazia Wagle completed her Bachelor of Commerce (BCom) in Business/Commerce, General, from MMK College - India, studying from 1998 to 2003. Prior to that, she attended Duruelo Convent High School - India from 1985 to 1998. Her educational background laid a strong foundation for her career in customer experience management.
Key Achievements
Throughout her career, Nazia Wagle has led several impactful projects. At Vodafone Idea Limited, she implemented a customer feedback system that significantly improved customer satisfaction scores. She also developed a comprehensive customer loyalty program, which resulted in a 20% increase in customer retention. In 2022, she received the 'Customer Experience Leader of the Year' award at the National Customer Experience Awards, recognizing her excellence in the field.
Initiatives and Workshops
Nazia Wagle is actively involved in conducting workshops and training sessions on customer experience management for internal teams at Aditya Birla Group. Her sessions aim to educate and empower teams to better understand and meet customer needs, enhancing overall customer satisfaction and loyalty.