Ila Ghosh

Ila Ghosh has a diverse work experience spanning over two decades. Ila began their career as a Research Executive at ORG-MARG from June 1994 to December 1995. Ila then joined J.D. Power in June 1996 as a Research Supervisor/Specialist/Associate, where they managed research operations for a major automotive OEM worldwide account. In September 1999, they moved to Deloitte and worked as a Senior Consultant, primarily focusing on the automotive industry. In this role, they supported organizations on strategy and business process reengineering initiatives and managed multiple large-scale programs. At Deloitte, they were responsible for analysis and diagnosis of client business issues, designing and implementing custom solutions, and managing client relationships. Notable projects included automotive supply chain reengineering, telematics division billing system implementation, IT structural cost reduction assessment, and cost and reporting system reconciliation. In April 2006, Ghosh returned to J.D. Power and assumed various leadership roles within the proprietary research organization. Ila eventually became a Research Director, overseeing global research operations for the Financial Services, Insurance, Healthcare, Travel, and Hospitality sectors, managing multi-million dollar global practice areas. Ghosh also served as a Research Director/Senior Research Manager/Manager, where they contributed to the senior leadership team and played a crucial role in the organization's proprietary research initiatives. In April 2018, they became the Director of Voice of Customer CX Research Solutions at J.D. Power. In this role, Ghosh counsels clients on designing successful CX Voice of Customer programs and metrics based on CX lifecycle maturity, company strategy, objectives, and competitive alignment. Their work facilitates clients in transforming their customer experience using authentic, relevant data analytics, insights, and state-of-the-art technology.

Ila Ghosh has a Master of Business Administration (MBA) degree with a specialization in Marketing from the Symbiosis Institute of Business Management, Pune. Prior to their MBA, they completed their Bachelor of Engineering in Mechanical from COEP Technological University.

In addition to their formal education, Ila Ghosh has obtained certifications in the field of customer experience and project management. Ila became a Certified Customer Experience Expert from Qualtrics in April 2018 and obtained the Certified Project Manager certification from Kepner-Tregoe in June 2015.