Mohammed Saad

Mohammed Saad

Customer Experience & Digital Transformation Professional

I’m Mohammed Saad, a dedicated professional with over 10 years of experience across customer experience, digital transformation, training, and operations. Currently, I work at IndiGo as a Customer Experience Manager, where I also lead key digital transformation initiatives. I’m responsible for managing a large vendor team of over 2,000 people and handling all customer communication channels—voice, email, and chat.

Throughout my career, I’ve always been passionate about creating better experiences for customers and building strong, result-oriented teams. At IndiGo, I’ve had the opportunity to launch several impactful projects, including the AI-based chatbot 6E Skai, the integration of Salesforce, and automating our email responses using Einstein. These efforts have helped us improve efficiency, simplify workflows, and deliver faster, more accurate responses to our customers. For this, I was honored with the Best Innovation Award for 2023–24.

Before IndiGo, I spent several years at IGT Solutions in various training roles—leading onboarding, skill development, and performance improvement initiatives. I’ve also worked in operations and support roles that laid a solid foundation for the customer-focused work I do today.

I hold a degree in Aeronautical Engineering from Hindustan University, Chennai. What drives me most is the chance to solve real problems, lead teams with empathy, and use technology to transform the way we work and serve our customers.