In her expanded role, Muskan will continue to lead the development, enhancement, and optimization of conversational AI platforms, including voicebots, chatbots, and IVR systems. She will also drive innovation across customer experience programs aimed at creating seamless and customer-centric banking interactions.
Since joining Airtel Payments Bank in 2023 as Product Manager – Customer Experience, Bansal has played an important role in designing and scaling digital customer interaction platforms. Her work on AI-driven engagement solutions has helped improve service delivery, streamline customer interactions, and strengthen the bank’s digital-first approach.
Prior to Airtel Payments Bank, she served as Program Manager at BYJU’S, where she led several business transformation and process optimization initiatives. During her tenure, she worked on cost optimization projects, process automation programs, user acceptance testing, product requirement documentation, and cross-functional collaboration between technology and business teams to improve operational efficiency.
Muskan’s experience spans product management, customer experience, process transformation, automation, analytics, stakeholder management, and digital innovation. Throughout her career, she has focused on aligning business objectives with technology-driven solutions while maintaining a strong customer-centric approach.
Muskan holds a Post Graduate Diploma in Management (PGDM) in Marketing from the Institute of Management Technology, Ghaziabad. She has also contributed to entrepreneurship and innovation initiatives through leadership roles with the Hult Prize Foundation and the Entrepreneurship Cell at IMT Ghaziabad.
Her promotion comes as Airtel Payments Bank continues to strengthen its digital banking ecosystem and invest in technologies that improve customer convenience, security, and engagement. With conversational AI playing an increasingly important role in financial services, Bansal is expected to contribute significantly to the bank’s efforts to deliver smarter and more intuitive customer experiences.
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