Who is Nilay Sule

-




In an age where everyone is racing toward specialization, I’ve spent my career building range — across sectors, technologies, and teams — while staying rooted in one consistent goal:

Delivering exceptional customer experiences that scale with purpose.

My name is Nilay Sule, and I’m a transformation-focused CX and operations leader with over 20 years of experience spanning FinTech, FoodTech, EdTech, and BPO. I’m not just passionate about customer experience — I’ve helped build, redesign, and automate it for millions.

🏗️ From the Ground Up: Scaling at Swiggy

At Swiggy, I had the privilege of leading support operations during a period of exponential growth — from 9,000 to 1.8 million orders per day. I oversaw a team of over 1,100 FTEs and 17 vendor partners, implementing systems for partner experience, fulfillment, and instant gratification that reduced costs by 33%.

We didn’t just build processes — we built resilience. The customer experience team wasn’t just a function. It was the engine that scaled with the brand.

💰 FinTech Meets CX: Building Trust at Simpl

When I joined Simpl, the stakes were even higher: money. Trust. Compliance.
As Associate Director of Operations, I:

  • Built a voice audit AI framework that improved collection efficiency by 12%

  • Designed a merchant onboarding program that scaled to $15K MRR in 5 months

  • Collaborated with data science to develop ML-led collection models

  • Implemented fraud detection and digital-first support solutions

My role was part-architect, part-evangelist, and always impact-driven.

🤖 Why I Chose Leadership in AI at ISB

Experience isn’t enough in a world run by algorithms. That’s why I pursued the Leadership in AI program at ISB — to deepen my ability to design CX frameworks where AI, data, and empathy work in harmony.

I didn’t want to be a passive consumer of AI tools. I wanted to be a strategic enabler — bridging business goals with real-world tech applications.

📈 What I Believe

If I had to summarize my philosophy, it’s this:

  • Customer experience isn’t a department — it’s a strategy.

  • Automation without empathy is just cold efficiency.

  • Data means nothing if it doesn’t drive better decisions.

  • Every support interaction is a brand moment. Make it count.

🎯 What’s Next?

I’m now channeling my experience into consulting, advisory, and transformation projects — helping companies redesign operations, improve NPS, and deploy scalable support models powered by technology and insight.

Whether you're a startup trying to scale CX, a FinTech firm looking to reduce risk while enhancing retention, or a team struggling with fragmented systems — I'm here to help you find clarity, build systems, and deliver results.

🙌 Let’s Connect

If you’re solving tough CX or ops challenges, I’d love to collaborate or exchange ideas.
📩 nilaysule@gmail.com
🔗 linkedin.com/in/nilaysule

“The best experience isn’t just the one that solves the problem. It’s the one they remember you for.”

Comments

Post a Comment

Popular posts from this blog

Custx: Redefining How D2C Brands Grow

-
  The D2C world is evolving — fast. Customers today don’t just buy products. They buy beliefs , values , and experiences . They want brands that speak their language, understand their intent, and make them feel seen. Over the past few years, I’ve had the privilege of working with organizations deeply rooted in customer experience and operational excellence. Through that journey, one thing became clear: Growth isn’t just about scaling faster — it’s about connecting deeper. That realization became the foundation for my next chapter — and the birth of Custx . The Idea Behind Custx Custx was born out of countless conversations with founders, marketers, and CX leaders trying to solve one common challenge: “How do we build lasting relationships with our customers — not just transactions?” The answer isn’t simple. But it starts with understanding. Too many brands have incredible products but fragmented experiences. They collect data, but lack insight. They automate communicat...
Read more

📘Why I Pursued the Leadership in AI Program from ISB

-
Image
In my 20+ years of leading operations, customer experience, and transformation across FinTech, FoodTech, and EdTech sectors, I’ve seen how technology has consistently shifted the frontier of what’s possible — from scaling support teams to automating collections and redesigning customer journeys. But in the past few years, one shift became undeniable: AI isn’t just a tool. It’s becoming the operating system for tomorrow’s business models. That’s why I decided to pursue the Leadership in AI program from the Indian School of Business (ISB). Here’s what drove that decision — and how it’s reshaping how I lead. 1. The World Was Changing Faster Than My Playbook At Simpl and Swiggy, I had built and scaled operations, implemented AI tools like voice audit platforms and chatbots, and driven measurable impact. But I knew I was often deploying AI as a user — not shaping it as a strategic designer. To lead in the next decade, I needed to deeply understand: Where AI truly delivers value What quest...
Read more

The Story of Nilay Sule" – A Masterclass in Experience

-
The Story of Nilay Sule" – A Masterclass in Experience "I've always believed that my career is not just a series of roles, but a story of building, scaling, and transforming customer experiences. Let me take you on that journey." Chapter 1 – The Beginning: Foundations of Service Excellence Back in 2003, I stepped into the world of operations at Sutherland Global as a young man, eager to understand the art of customer service at scale. Those were formative years where I learned to orchestrate complex operations across NAM, APAC, and EMEA. I introduced update-dissemination processes that streamlined communication across regions, and I'm particularly proud of improving first-contact resolution by 28%. That experience taught me something fundamental that would guide my entire career: every customer interaction has the potential to either build or break trust. It was there that I began my lifelong mission of making every customer interaction count. Chapter 2 – C...
Read more