Sudesh Thevasenabathy

Former Head of Customer Care Transformation
AXA Hong Kong

Sudesh Thevasenabathy brings with almost 20 years of experience specialising in customer experience, process efficiencies and change management across multiple industries including telecommunications, consumer products, manufacturing, banking as well as more recently insurance, through his tenures with HSBC and Bank of America Merrill Lynch before joining AXA Hong Kong five years ago.

Sudesh was formerly the Head of Customer Care Transformation at AXA Hong Kong looking to enhance customer experience through new innovation and technologies including AI and bots. Sudesh was previously the Head of Customer Care Management where he managed and set up the customer contact Teams across the Life, Health and General Insurance business in Hong Kong and Foshan, as well as driving key customer touchpoint improvements. In a previous role, he led a company-wide customer centricity and experience programme delivering numerous customer experience enhancements through the deployment of rapid and agile approaches which have translated to immediate and significant changes throughout. This transversal programme covers both customer experience improvements and employee culture change.

Sudesh was the founding member of the AXA Hong Kong Diversity & Inclusion Council, specifically supporting the LGBT+ and Origins workstreams, and won the 2019 LGBT+ Ally Award by Community Business and named 2019 Global Top 50 LGBT+ Outstanding Role Model through his work for the LGBT+ community. He is a true believer and advocate of diversity and inclusion in the workplace and with customers, and has been actively working with the organisation to support differently abled, ethnic minorities, gender and multi-generational employees.

Sudesh is an Electronics and Computing engineering graduate and is Six Sigma, Lean and Human Centred Design trained. A change agent at heart, he is passionate about delivering the best customer experience possible at every level of any organisation.