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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.”

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