Mr. Rajesh Dogra
Organization: Air India
Designation: CXO-Air India, Board Member-AISATS. Chief Customer Exp Officer & Global Head-Airport Ops-Air India
Rajesh is an experienced and highly passionate customer services and operations leader, and a veteran in incubating and implementing large, complex public services programs enabled by innovative use of IT and digital technologies. He has diverse, rich, and global experience in managing public services, operations, IT Projects and business strategies across multiple domains including aviation, government services, capital markets, and retail. Leading some of the path-breaking public services programs such as Passport Seva, globally for TCS in partnership with the Ministry of External Affairs, Mr. Dogra as its Global Program Director has played a pivotal role in the transformation of passport service delivery to Indian citizen’s world over making it one of the most awarded public service programs in India. With diverse experience in incubating and leading very large high-impact IT-enabled programs bringing immense value, growth, and transformation, he has led award-winning domestic and global programs. He possesses skills encompassing customer experience, aviation, program management, IT services management, financial services, business operations, change management, business development, and project execution across geographies both in India and abroad. He specializes in building and nurturing organizations and has led large teams in several projects as incubating start-ups from scratch and transforming ideas to execution running multi-locational diverse IT & business operations. With robust program management skills and a vision to have customers as the 'real focus' of everything he does, he has helped in bringing the benefits of eGovernance to the doorsteps of common citizens in India. After Tata Group acquired Air India in 2022, Mr. Dogra was appointed as the Chief Customer Experience Officer and Global Head of Airport Operations for Air India worldwide. In this role, he is responsible for the complete transformation of Air India’s customer experience and airport operations worldwide. Despite the massive global landscape and several inherent challenges, Mr. Dogra has managed to deliver exponential value within a very short period of time. With highly improved 'on time performance' of Air India, drastic change in the culture with a focus on customer centricity and customer obsession, Mr. Dogra is building a robust governance structure, bringing in IT innovations, and better processes and incubating a winning team that will help in making Air India a world-class airline soon.