Gautam Jha is a Doctoral researcher at the Cambridge Service Alliance under the supervision of Professor Mohamed Zaki.

Gautam is studying how organisations can transform with a customer experience centric approach. With a focus on the intersection of marketing, service and information technology, Gautam's research delves into how businesses can operationalise customer experience management to deliver tangible outcomes.

With over 20 years of industry experience, Gautam has been a trusted advisor and a change catalyst for customer experience-led digital transformations across renowned companies such as M&S, Vodafone, Virgin Media, Legal & General, Avaya, SSE and more. Notably, he played a pivotal role in establishing and leading experience technology capabilities at Accenture Interactive and NTT Data in the UK.

Gautam's expertise spans both research and practical implementation, positioning him as a sought-after leader in the field of digital transformation. Gautam serves on the transformation boards of his clients, regularly engaging and consulting with senior stakeholders, including the C-suite.

Passionate about promoting education and workforce inclusivity, Gautam actively contributes to widening participation initiatives at the university and beyond. He has successfully provided training and mentorship to students and aspiring young entrepreneurs, empowering them to thrive in their respective fields. He is a lead tutor on the sought after data-driven design for customer experience course offered by Cambridge Advanced Online.