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Himanshu Bansal

VP – CX Strategy Partner | AI-Driven CX Transformation | GenAI & Predictive ML | NPS Leadership | Former VP Customer Operations
26.5 yrs experienceTelecommunications
Aug 2025

The move

MoveEtisalat → e& UAE
TitleVice President Customer Service Operations → Vice President – CX Strategy Partner
LocationUnited Arab Emirates → United Arab Emirates
Career arcRecent arrival
Cross-border moveNo — same country
Years in UAE11.0
Total experience26.5 years
e& UAE headcount10,001+ employees
e& UAE industryTelecommunications
e& UAE HQAbu Dhabi
e& UAE typePublic Company

Career arc

  1. Vice President – CX Strategy PartnerAug 2025 — Present
    e& UAE· United Arab Emirates· Full-time
  2. Vice President Customer Service OperationsMay 2015 — Aug 2025
    Etisalat· United Arab Emirates· Full-time
  3. Head of Customer ServiceNov 2014 — Apr 2015
    airtel· Chandigarh Area, India· Full-time
  4. Head - Customer Service Shared Services CenterApr 2010 — Oct 2014
    Bharti Airtel Limited· Chennai· Full-time
  5. Deputy General Manager - Customer ServiceNov 2007 — Apr 2010
    Bharti Airtel Limited· Gurgaon, India· Full-time
  6. Senior Business Analyst - Telecom ProcessesNov 2006 — Nov 2007
    Connectiva Systems· New Delhi Area, India· Full-time
  7. Senior Manager - Customer Service DeliveryApr 2004 — Oct 2006
    Bharti Airtel Limited· Gurgaon, India
  8. Manager - Billing Back OfficeNov 2002 — Dec 2003
    Reliance Communications· Mumbai Area, India
  9. Asst Manager - Revenue AssuranceMar 1999 — Oct 2002
    Spice Telecom· Chandigarh Area, India

Education

Top skills

Customer Relationship Management (CRM)Vendor ManagementAnalytical SkillsBusiness Process ImprovementService DeliveryCustomer Loyalty

About

I am a high-trust, high-energy leader who brings clarity, warmth, and momentum into complex environments — and who believes that people perform best when they feel safe, valued, and trusted. With over 25 years in the service industry, I’ve built my career on a simple belief: good work earns trust, and trust earns responsibility. I’ve led teams of over 1,500 people, managed budgets exceeding USD 20 million, and consistently delivered results across operations, customer care, and large-scale CX transformation. After a decade of building Etisalat’s back-office operations from the ground up — spanning collections, credit control, retention, service recovery, and billing — I’ve transitioned into a strategic leadership role as Vice President – CX Strategy Partner, reporting directly to the Chi

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