Gaurav Bajaj has been appointed as Head of Customer Experience at MobiKwik, bringing with him over two decades of rich, cross-industry experience in building and managing large-scale customer ecosystems. With more than 24 years spanning fantasy sports, fintech, DTH, telecom, and digital platforms, he has consistently driven customer-centric strategies across high-volume, PAN-India operations.
Prior to joining MobiKwik, Gaurav Bajaj served as Vice President – Customer Care at Dream11, where he played a key role in enhancing customer engagement and service delivery at scale. His extensive experience also includes a leadership role as Divisional Head – Customer Experience at DishTV, where he was instrumental in transforming customer experience frameworks in a highly competitive market.
Over the years, Gaurav Bajaj has held several critical positions in CX across leading organizations, including Service Delivery Head – Firstsource solutions Ltd, Tata Business Support Services, building a strong foundation in telecom , DTH operations and customer management.
Throughout his career, Gaurav Bajaj has championed the evolution of customer experience as a strategic business capability, going beyond traditional support functions. His expertise in managing large teams, optimizing service delivery, and aligning CX with business outcomes positions him strongly to drive customer-first innovation at MobiKwik.
In his new role, Gaurav Bajaj is expected to further strengthen MobiKwik’s customer experience strategy, leveraging his deep operational expertise and industry insights to enhance user satisfaction, retention, and overall service excellence in the rapidly evolving fintech landscape.