Mumbai, Maharashtra, India, May 2025 — Harmeet Chadha has been appointed as the Chief Experience Officer at YES BANK, bringing with her more than 25 years of deep expertise across customer experience, digital transformation, compliance, and AI-led innovation. In her new role, Harmeet will be responsible for shaping the bank’s customer engagement strategy, with a strong focus on delivering seamless, intuitive, and future-ready services.
Prior to this, Harmeet held the position of Head – Customer Obsession for Branch Banking, Retail Liabilities, and Institutional Capabilities at Axis Bank, where she led large-scale culture transformation initiatives and championed customer-centricity across the organization. She played a critical role in embedding customer experience into the bank’s core DNA.
During her tenure at Axis Bank, she spearheaded the development of Adi, the bank’s generative AI chatbot, and conceptualized a data unification platform that empowered personalized customer journeys. Her leadership contributed significantly to reimagining digital banking services and optimizing operational effectiveness.
Earlier, Harmeet led multiple transformational roles within Axis Bank’s Cards and Payments, Servicing Operations, and Process Quality divisions. She managed large-scale operations teams, compliance initiatives, and lean digital transformation projects with a customer-first approach.
Before Axis Bank, Harmeet was with HDFC Bank for nearly seven years, where she was Assistant Vice President – Quality Initiatives Group. There, she led Six Sigma training and certification programs, service quality improvement, and customer satisfaction analytics, laying a strong foundation for her future in experience-led banking.
Harmeet has also served in quality leadership roles at WNS, HyperQuality, and vCustomer, contributing to process excellence and customer service enhancements across industries. Her proven track record in integrating cutting-edge technologies into core banking operations positions her as a valuable asset to YES BANK’s innovation journey.
YES BANK
YES BANK is one of India’s leading private sector banks offering a wide spectrum of retail, MSME, and corporate banking services. With over 1,200 branches and a strong digital infrastructure, YES BANK is at the forefront of financial innovation. It is a dominant player in the UPI ecosystem and is recognized for driving inclusive, sustainable growth across the country.
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