Mar 2022 – Jan 2024 · 1 yr 10 mos · India · Hybrid

• Leading the 10 member product team for the Venture Capital arm of the Times Group helping its portfolio companies
• Acting Product Head of Business Insider India and responsible for ~$2 mn PnL in India geography for the brand
• Improved product metrics for Business Insider : 80% less bounce, 100% homepage traffic growth, 40% faster website load time
• Created platform products - WhatsApp/AI bot ($125k cost saving), PayBridge (+10% conv), Loyalty Marketplace ($6mn PnL)
• Strategized product initiatives for brands like Headspace, Luminary, Mubi (~ $30 million revenue) from India Market Context

Jun 2020 – Mar 2022 · 1 yr 9 mos · Gurugram, Haryana, India

• Lead Product growth initiatives for Indusind’s Mobile App and Emerging channels; Preparing Roadmap and Business case
• Spearheaded pan bank integration of marketing automation platform and successfully went live with first asset within 2 months
• Designed the high level architecture for the automation platform with IT teams solving challenges of integration of new age platform with legacy systems
• Created user journeys and flows for a personalised engagement across platforms, conversions increased by 10% over control within 1 week of go live
• Responsible for Product and Campaign analytics for driving insights to improve growth funnel and optimise user journeys
• Created pan bank user personas based on user research for designing UI/UX and cohorts for campaign targeting
• Conceptualised and launched the channels onboarding program with a 5% uptick on mobile app activations and registrations
• Devised D2C strategy for digital user, scaled 10 campaigns to 350 micro-segmented campaigns; 3% D2C conversion growth
• Strategized growth hacks like FD flash sale (1.5x sale), IPL based engagement (1.3x orders), Quiz-2-win on app (3% repeat uptick)
• Responsible for set up and expansion of marketplace on IndusMobile app, scaled to 10% of the app transactions in one year
• POC for growth partner evaluation and implementation on mobile app; affiliate partners and eventing product partner

May 2019 – Jun 2020 · 1 yr 1 mo · Gurgaon, Haryana, India

• Fuelling international expansion by helping set up CX operations, processes and products
• Revenue -
• + Afterbooking - $500,000 increase in revenue at 80% less cost
• + Overbooking - 1% jump in revenue, no impact on GX
• Consumer -
• + self shift journeys - 50% more adoption
• + chatbot - created launch plan and UI/UX journeys for SEAME - $500,000 cost impact
• + OYO loyalty program for SEAME; notional 30% repeat by Dec'20
• GX -
• + refunds automatons; 50% TAT reduction
• + 20% GSAT improvement with instant gratifications

Dec 2018 – May 2019 · 5 mos

• Working towards designing better self care journeys for Mobility, DTH and Telemedia customers
• Devised IVR campaign for my airtel app penetration, helped get 3 millon downloads in three months for prepaid customers
• Designed network experience journey helping customer to self serve; overall 5% reduction in network queries on offline channel
• Strategized gold mine communication campaign; 8% customer touch point reduction and 5% increase in prepaid recharges

Jun 2018 – Nov 2018 · 5 mos

• Managing customer contact journeys and handling vendor partners with team size > 700 for premium postpaid customers
• Responsible for key metrics for vendor process, helped growing net promoter score by 5% within first three months
• Designed and implemented training programme for vendor to increase the resolution quality for customer queries/grievances

Jun 2017 – May 2019 · 1 yr 11 mos

• Young leaders program exposes to multiple functions like Sales, Customer Experience, CSR, Marketing and Networks in one year.
• Sales Urban, Gurgaon (2 months) - Redesigning Device Guru Sales (modern trade) channel with key focus on improving productivity.
• understood prepaid sales functioning in an urban setup
• understood issues related to motivation of team, retailer engagement, tangibility of product and visibility of brand
• ran a pilot on test population stores, got positive impact on conversions at pilot stores
• Sales Rural, Chandigarh outskirts ( 2 months) - Improving performance of assigned rural distributors
• understood prepaid sales functioning in rural setup
• identified issued related to motivation of channel partner, partner engagement, partner education, communication channels and payouts
• improved ranks for 2/3 assigned channel partners over the period of 2 months
• Customer Experience, Bangalore ( 3 months) - Improving acquisition quality and reducing bad debt for post paid customers
• project involved both process design and transformation
• understood the whole postpaid channel i.e. sales , AV, service and collections
• identified issues in point of sales profiling, AV de-selections and service parameters
• used CHAID analysis on quarterly acquisition data using R to define risky base segments
• devised a tool for profiling customers. By identifying 20% of base, 45% of bad population could be catered
• used random forest model on R to develop a predictive model for preempting bad customers
• Marketing, Kolkata ( 2 months) - Airtel TV application penetration at circle level
• project involved designing a GTM for Airtel TV app adoption
• designed campaigns to push through retail channel
• designed SMS channel communication with segmented approach
• came up with lottery competition for retailers to motivate the channel
• application penetration in smartphone base increased from 5.7% (Jan) to 11.8% (Feb) for circle

May 2018 – Jun 2018 · 1 mo · Zambia

• Increasing penetration of self-service application and digital adoption to reduce usage of offline channels for service
• Designed digital awareness and peer to peer marketing campaigns, also improved customer’s digital code generation journey

Apr 2016 – May 2016 · 1 mo · Mumbai Metropolitan Region

• Worked as an intern for two months in construction chemicals division (Dr. Fixit) on a project with following deliverables
• Identifying waterproofing techniques for Delhi and Kochi region and finding reasons for such practices by generating insights from interviews of contractors/dealers of respective regions
• Mapping consumer's decision making process and their trigger to buy a terrace waterproofing product
• Providing recommendations for product positioning strategies and other tactics to cope the gap between market's problems and their solutions

Dec 2015 – Feb 2016 · 2 mos · Gurugram, Haryana, India

• Worked as an external consultant in a two month live project with India Director of Strategy department for a project related to cost reduction and process optimisation of bank's contact centre
• Worked to find out lags in the current operations and reengineered the entire process
• Used Erlang C model and other data analysis techniques to forecast calls and required resources
• Recommended a restructured model requiring 50% less resources working with better efficiency
• Made minimum annual savings of Rs. 2.5 Crore for contact centre

Jul 2015 – Mar 2016 · 8 mos · Gurugram, Haryana, India

• Tracking and Analyzing Real Estate and Infrastructure Construction sector
• Preparing comprehensive sector report and delivering regular stock recommendations

Nov 2014 – May 2015 · 6 mos · Gurugram, Haryana, India

• Associated with Digital channels team helping jouney managers to stratagically manage channels with data analysis
• Involved in key strategic projects like repeat call reduction ,analysing First Point of Contact & simplification of Mortgage journey

Nov 2013 – Nov 2014 · 1 yr

• Performance Analysis- Have worked on various performance analysis which has helped client in framing the ECM policies and Tracking the performance of sales growth campaigns
• Worked in calculating the incremental benefit from sales growth campaigns
• Worked to develop the risk appetite framework and tracking performance for the same
• Forecasted losses for various products and portfolios using both time series and regression methods on SAS
• Made strategy for authorizing delinquent and ocl transactions using CHAID analysis on knowledge seeker

Jan 2012 – Jun 2012 · 5 mos · Chandigarh, Chandigarh, India

• Construction execution of an HL bridge at Sirhind Canal