Vinod VarmaVice President, Global Head of Service Design
American Express Global Business Travel
Vinod is responsible for leading customer experience transformation for GBT. In this role he is responsible for redesigning the traveler experience using Service Design approach. He leads a team of service designers who are applying Design Thinking methodology to create a human centered service transformation effort. As part of this responsibility he is leading the design, development and deployment of human and technology driven services for GBT customers. He is leading the development of customer experience strategy which includes developing the servicing model, organizational capability, integration of product and technology solutions and processes. Vinod is very passionate about making Customer Experience transformation a big part of business transformation in GBT. Vinod has a background in Operations, Commercial and Transformation roles through multiple roles in the Travel and Payments industry. Over the last two years Vinod has led the creation of new services including, enhanced personalization, proactive traveler service, 24 x 7 multi channel customer service and an integrated service offer for the middle market customer segment. In the most recent role he has led the launch of award winning services called FIRST and Proactive Traveler Care. FIRST is an integrated travel service for road warriors and Proactive traveler care is a proactive disruption support service to business travelers. In prior roles, Vinod has led global teams in Operations, Client Management, Sales, Advisory service teams in the Travel and Payments business. He has run global shared service operations including Financial operations for Business Travel. He has deep expertise in managing customer programs and developing solutions for large and complex global clients in the T&E industry. In the payments industry Vinod has been involved in helping clients reduce their Travel and other Indirect spending using procurement cards, virtual payments and buyer initiated payment solutions. He also has extensive background in financial services including retail and commercial banking with Standard Chartered Bank and Bank of America.