Head - Marketing & Customer Experience Aditya Birla Capital
Darshana Shah is Head of Marketing and Customer Experience at Aditya Birla Capital Ltd.
Aditya Birla Capital Limited (ABCL), a financial services conglomerate is the holding company for the financial services businesses of the Aditya Birla Group. With subsidiaries, across 13+ line of business that have a strong presence across Protecting, Investing and Financing solutions, ABCL is a first of its kind mother brand in the Indian financial services industry that caters to diverse needs of its customers across their life cycle.
In her role, Darshana provides strategic direction and leadership for Brand and marketing across the omnichannel consumer touchpoints at Aditya Birla Capital and its subsidiaries and is leading the new vision for the mother brand in the “digital first” era. As a part of her Customer Experience mandate, she is leading the centre of excellence team across subsidiaries to drive service
excellence and deliver customer delight.
Darshana brings over 25 years of expertise in driving business strategy, brand building, delivering omnichannel consumer experience by creating digital Assets and delivering growth, driving lifetime value through CRM & Loyalty, building the Corporate brand through Corporate Communication and leading Customer Experience through design thinking. She forayed into BFSI as a founding member at Aditya Birla Health Insurance a start up in ABG and in 6 years was promoted to lead the Aditya Birla Capital group marketing mandate.
Prior to joining Aditya Birla Capital, Darshana was with all leading Retail giants in India viz Hypercity Retail, Reliance Retail, Future Group and Shoppers Stop, She started her career with IT education companies like NIIT and Boston computing.
Darshana is the recipient of many prestigious industry awards but one which is very special is the exceptional Leadership Award and Functional Excellence at Aditya Birla Group.
Darshana has done her bachelor’s in science from Mithibai College and a Post Graduate Diploma in Management Studies from NMIMS. She has also done a Senior Leadership Executive Program(SELP) from Harvard Business School.
Darshana has been invited to partner many industry bodies in an advisory capacity; like the General Insurance Committee (GIC), India Modern Marketing (IMA) and Internet and Mobile Association of India( IAMAI) and DMAI etc.