Shantanu Sinha

Over the past 11 years, I’ve built my career around one core mission: improving customer experience in ways that are measurable, scalable, and human-centered. From my early days as a Business Analyst(CX) to my current role as Global CX Lead at Sonova, I’ve had the opportunity to design and lead CX programs that genuinely impact both the customer and the business.

I've worked across industries—from healthcare and retail to food delivery, telecom, ecommerce and finance—helping companies turn feedback into action. At Delivery Hero, I led global initiatives that improved CSAT and NPS significantly across multiple markets, while setting up feedback loops and collaborating with product and ops teams to turn customer pain points into product improvements. At Merkle and PwC, I helped clients build CX strategies from the ground up—launching Voice of Customer (VoC) programs, improving digital journeys, and coaching teams to stay focused on what really matters: the customer.

My approach has always been hands-on and cross-functional. I’m equally comfortable running a discovery workshop, mapping out user personas, or diving into dashboards to find what’s driving (or dragging) customer sentiment. I’ve led regional and global teams, managed stakeholders at all levels, and always strived to connect CX efforts back to business value—whether it’s reducing service costs, increasing reorders, or improving product-market fit.

Today at Sonova, I’m leading the global CX program that bring together insights, innovation, and operational execution—aligning teams around the world to deliver consistent, high-impact customer experiences.