Sreeratha S.Govindasamy, CCXP

A forward-thinking, customer-obsessed leader with a 20+ year track record of spearheading transformative initiatives across Banking, Insurance, Telecommunications, and FMCG 
sectors. I specialize in blending human-centered design with digital intelligence to elevate customer experience, drive organizational agility, and embed innovation across the 
enterprise. Adept at operationalizing strategic change, deploying data-driven CX programs, and fostering continuous improvement cultures. I am now seeking a leadership role in a techdriven organization where innovation, experimentation, and impact converge. 

SUMMARY 
• With over two decades of cross-industry experience in Banking, Insurance, Telecommunication, and FMCG, I bring a wealth of knowledge and skills to the table.  
• Innovation Leadership: Led enterprise-level CX transformations and digital initiatives that redefined customer touchpoints and elevated lifetime value across industries. 
• Strategic Execution: Skilled in steering Strategy Planning, Journey Mapping, and Design Thinking initiatives to unlock business potential and align customer outcomes with organizational goals. 
• Digital CX Excellence: Champion of intelligent automation (RPA), decision-based CRM systems, campaign orchestration platforms (PEGA, SAS), and tech-powered feedback mechanisms to drive personalization and efficiency. 
• Customer-Centric Transformation: Proven success in transforming reactive service environments into proactive engagement engines—with expanded scopes including acquisition, retention, cross/up-sell, and sentiment management. 
• Experience Design & Customer Foresight: Spearheaded initiatives that bridged emotional intelligence with automation—creating humanized tech experiences 
• Cross-Industry Leadership with Future Impact:  
     - FMCG, Philip Morris International (Head of Customer Care): Designed and deployed a next-gen customer care strategy incorporating B2B account management and lifecycle           engagement resulting in savings over RM2.0M per annum.  
    - Banking, Citibank Malaysia (Senior Vice President Customer Experience and Quality): Led the launch of a Client Obsession Program, modernized the complaints framework,            and secured Central Bank recognition for measurable impact. 
    - General Insurance, AmGeneral Insurance (Vice President, Head of Customer Experience): Built a CX division from the ground up, led culture change initiatives, and                     implemented digital-first operational efficiencies yielding RM1.75M annual savings.

- Telecoms, Maxis Mobile Sdn Bhd (Head of Campaign Execution): Orchestrated end-to-end campaign solutions using automated systems for CRM, 
retention, and segmentation—bridging analytics with real-time customer interactions.