Apr 2022 – Apr 2024 · 2 yrs

• Founding member of Flipkart health+ leadership team, owner of E2E customer strategy
• E2E Product & business leader across all post purchase customers products including Customer experience, Accounting, Data platform, Affiliate program and Trust & Safety
• Responsibilities include -
• Products for post purchase experience (Order history, order details, Track n Trace, Change order experience, Returns)
• Operations and Products for Customer, Seller and Partner support
• Products for alternative channels (Affiliates and Institutional partnerships)
• Operations and Products for Platform Trust (Trust marker discovery, Traceability and Verifiability, Fraud risk management and Trust recovery platforms)
• B2B and B2C accounting platform
• Platform level experience instrumentation and governance (including but limited to Customer and seller NPS, trust score and CSAT)
• Customer research and insights including the VOC program for Flipkart health+
• Act as Nodal officer for all customer and Seller grievances for the platform
• Launched industry first innovations that include (limited list) -
• Order verification & confirmation (including a pharmacist verification and potentially doctor consultation) in <2 mins (nominated for Aegis Graham Bell Award)
• AI enabled platform for 1,000+ affiliates without health expertise to assist 50000+ customers each month
• B2B & B2C accounting platform in < 2 months to enable FKH+ become a compliant multi seller and distributor marketplace, with 50 % jump in seller experience
• Reimagined customer experience for FK Health+ with revamped order management and Customer support ecosystem, reduced CS Opex by 65% & increased CSAT by 40 %
• Revamped returns experience - Returns NPS jumped 30% & reduced shrinkages by 60%
• Seeded trust & safety capabilities that enabled the 80+ % reduction in fake orders
• Proud to have leveraged open source platforms for delivering products with minimum time to market and lowest Opex

Aug 2021 – Apr 2022 · 8 mos

• Responsibilities include -
• Development of North star for E2E experience for customers on Flipkart platform
• Defining and instrumenting platform experience baseline against competition
• Leading journey level governance for experience across customer journey nodes
• Chairing forums to address experience gaps structurally

Apr 2020 – Aug 2021 · 1 yr 4 mos

• Anchored the the creation of the 3 year people strategy covering Flipkart’s three cultural pillars of inclusion, entrepreneurship and sustainability
• Set up governance forums with clear metrics orientation across HR and a clear linkage of HR efforts to company strategy to foster greater business partnership
• Led transformation efforts across all three cultural pillars, including setting up Autonomous PODs in Tech, unlocking multiple million $ synergies between Flipkart & Myntra by bringing the supply chains together and creating a future ready org design for the HR function

Jan 2019 – Mar 2020 · 1 yr 2 mos

• Anchored the the creation of the Functional blueprint for Fulfilment tech in Flipkart, culminating in a capability roadmap, with clear separation of concerns and shared clarity across teams on their focus areas
• Led FSG Tech planning, including AOP discussions, prioritisation for OKRs etc.
• Governed key programs overseeing execution & intervening where needed

Jan 2018 – Jan 2019 · 1 yr · Bangalore

• Work directly with the CEO and CTO of OLA's India business leading horizontal transformation programs including -
• Redesign of the business to move OLA to a sustainable cost structure, and therefore profitability
• Design and deployment of financial controls without disturbing the growth of the business
• Manage the reviews and rhythms required to ensure timely execution of the various programs
• Programs collectively led to a 27 % reduction in the structural cost base, therefore bring the platform close to EBITDA profitability.
• Impact sustained long after my exit, with the platform turning EBITDA positive in mid 2019

Nov 2016 – Dec 2017 · 1 yr 1 mo

• Lead CX Strategy and Design at Flipkart to drive critical customer experience metrics including Incidents per unit, and customer resolution - core metrics monitored by CEO of Flipkart

Apr 2016 – Nov 2016 · 7 mos

• Lead a team of 4 Program managers with the Customer experience product group, with the following responsibilities -
• Keep abreast with the current innovations and changes in customer experience products across e-commerce and other industries, and develop the product road map for Customer experience at Flipkart
• Program manage deployments of products as they are developed, across contact center sites of Flipkart as well as on the Flipkart App/website
• Govern current products of customer experience product group, by tracking their core metrics and initiate corrective action where the product is not achieving its targeted impact

Apr 2015 – Mar 2016 · 11 mos

• Understand and identify innovations at various stages of customer journey to improve customer experience
• Manage the implementation of various innovations to improve customer experience
• Achieve ROI against various implemented customer experience initiatives

Apr 2014 – Mar 2015 · 11 mos

• Generalist management consultant with strategy bias. Worked across industries, including Banking, Financial services, Financial regulation, pharmaceuticals, Auto, and Social sector.

Aug 2012 – Apr 2014 · 1 yr 8 mos

• Generalist management consultant advising wide variety of clients

Apr 2011 – Jun 2011 · 2 mos

• Worked on an Organizational transformation study for the government of a south asian country

Jun 2010 – Apr 2012 · 1 yr 10 mos

• Specialization in Finance and HR

Jun 2010 – Apr 2012 · 1 yr 10 mos

• In-charge of alumni workshops and lectures on campus, laisoned with members of faculty for over 25 alumni guest lectures
• Initiated Remote Interaction - a facility to conduct interactions between alumni and students over video conference

Jul 2007 – Apr 2010 · 2 yrs 9 mos

• Member of the Operational Strategy team - Designed Strategies for collection of over due receivables in the Canadian Credit Card portfolio

Aug 2006 – Jul 2007 · 11 mos

• Development of C++ Engines that implement statistical models, these engines help productionise the consulting process