Rajesh Kumar
About Rajesh Kumar
Rajesh Kumar serves as the Senior Vice President and Head of B2B Customer Experience at Airtel, a position he has held since 2017. He has extensive experience in customer experience management, having previously worked in various roles at companies such as Convergys, IBM, and Wipro Limited.
Current Role at Airtel
Rajesh Kumar serves as the Senior Vice President and Head of B2B Customer Experience at Airtel, a position he has held since 2017. Based in Gurgaon, India, he focuses on optimizing the Cost to Serve through process re-engineering and eliminating non-value-added activities. His responsibilities include designing and implementing customer experience strategies for the entire customer lifecycle management, which encompasses Order to Cash for B2B business across various lines, including Data, Fixed Line, Mobile, and Data Centre. He has also led initiatives to digitize B2B customer journeys.
Previous Experience
Rajesh Kumar has a diverse background in customer experience and technology roles. He worked at Airtel previously as Vice President of Customer Experience for Global Business from 2013 to 2017 and as Chief Service Officer for Global Business from 2007 to 2013. His earlier positions include roles at Convergys as Senior Manager - Technology from 2003 to 2007, IBM as Senior Engineer for a brief period in 1998, and HP as Solution Architect from 1998 to 2003. He also has experience at Wipro Limited and Patni Computer Systems Ltd.
Education and Expertise
Rajesh Kumar has a strong educational background in management and technology. He completed the Advanced Strategic Management Programme at the Indian Institute of Management, Kozhikode from 2020 to 2021. He holds a Post Graduate Diploma in Business Administration (PGDBA) in Finance from Symbiosis Institute of Management Studies, which he completed from 2004 to 2007. Additionally, he studied Electronics & Communication at the Institute of Electronics and Telecommunication Engineers from 1994 to 1998.
Career Timeline
Rajesh Kumar's career spans over three decades, beginning in 1990 at Patni Computer Systems Ltd as an Engineer. He then worked at Wipro Limited as a Senior Customer Support Engineer from 1992 to 1998. His tenure at HP as a Solution Architect lasted from 1998 to 2003, followed by a role at IBM for five months in 1998. He joined Convergys as Senior Manager - Technology from 2003 to 2007. After that, he held various positions at Airtel, culminating in his current role since 2017.