Skip to main content

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.”

Labels:

Comments

Post a Comment

Popular posts from this blog

📘Why I Pursued the Leadership in AI Program from ISB

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...
Post a Comment
Read more

From Contact Center to Value Center: Redefining CX in FinTech

In most companies, the contact center is still viewed as a cost center. But in FinTech and digital-first businesses, that mindset is outdated — and dangerous. In my 20+ years leading customer operations across FinTech, FoodTech, and EdTech sectors, I’ve witnessed a shift: when businesses treat customer support as a strategic function (not a reactive one), the results go far beyond CSAT and NPS — they unlock real revenue, retention, and risk reduction. 1. CX as a Growth Lever, Not Just a Support Channel At Simpl, we turned our customer experience function into a core business enabler. How? We built a chatbot that cut contact rate by 33% and boosted self-service. We introduced a machine-learning-powered collection model that improved same-day recovery by 13%. And we created a merchant onboarding framework that scaled to $15K MRR in under five months. Each of these “CX projects” directly drove business outcomes. Lesson: When you align CX design with business goals (growth...
Post a Comment
Read more

Uncovering the Root Cause: How the 5 Whys Technique Boosted CSAT at Swiggy

  In operations management and customer experience, it’s tempting to fix problems at the surface level—patching symptoms without addressing what’s really going wrong underneath. That’s where the 5 Whys technique shines. Originally developed by Sakichi Toyoda for Toyota’s production processes, this method digs into a problem by asking “Why?” up to five times (or until you hit the true root cause). It’s deceptively simple, yet incredibly powerful. How the 5 Whys Works Identify the problem clearly Ask “Why?” the problem occurred Use the answer as the basis for the next “Why?” Repeat until the underlying cause is found Take action at the root—not just the symptom This approach prevents recurring issues, reduces wasted resources, and improves both efficiency and customer satisfaction. Use Case: Improving CSAT at Swiggy When I was Senior Manager - Operations at Swiggy , we faced a pressing challenge: Customer Satisfaction (CSAT) was stuck at 45% (Industry bench...
Post a Comment
Read more