May 2022 – Mar 2024 · 1 yr 10 mos · Gurugram, Haryana, India · On-site

• Strategy and Digital Consulting, Financial Services
• Here’s a summary of the projects I worked on during my tenure at PwC:
• 1. Customer Feedback Strategy Overhaul: Redesigned the end-to-end NPS and CSAT feedback mechanism for a small finance bank. Identified gaps in the customer journey and optimized 12 feedback channels across 8 customer events, improving the overall feedback process.
• 2. Contact Center Optimization: Enhanced the performance of a contact center for an insurance client. Developed a lead scoring and agent allocation model, recommended automation solutions, and achieved a 23% productivity improvement and an 8% cost reduction.
• 3. Turnaround Strategy for a Government Bank: Assessed gaps in people, processes, and technology to deliver a comprehensive turnaround strategy. Provided actionable recommendations to address pain points and improve operational efficiency.
• 4. Strategic Action Plan for a Leading Reinsurer: Conducted a current state assessment and competitive benchmarking to improve the profitability of an automated underwriting suite. Developed a roadmap with strategic insights on GTM, customer experience, and product enhancements.

Jul 2021 – Sep 2021 · 2 mos

• Project Title: Augmentation of rider’s attachment with the base insurance plan
• Facilitated rider attachment augmentation and development of new features via product research and competitor benchmarking
• Monitored market developments, evaluated potential consumer needs & identified gaps to ensure adequate positioning of riders
• Suggested roadmap to enhance the existing rider offerings and identified avenues for cross & up selling to increase market share

Jun 2021 – Jul 2021 · 1 mo

• Project Title: Managing the Men’s grooming category and creating growth & action plan for Advanced Category launch
• Analysed performance bottlenecks through key Business Metrics such as Request Loss, Customer Experience, NPS & Activity Level
• Delivered strategic plan to launch the Advanced Men’s Grooming Category by working closely with product & project managers
• Worked with cross functional teams to support designing of cart, customer journey, product flow, product content and integration

Apr 2021 – May 2021 · 1 mo

• Project Title: Market Potential Research for Hot Melt PUR Adhesive in North India
• Performed market sizing to estimate business potential of two key adhesive applications in furniture industry in North India
• Utilised secondary and primary research to identify 10 new potential key accounts and gain insights from Plant Management
• Ascertained a total Serviceable Obtainable Market of 1.1 Million Euros for the two key adhesive application segments
• Performed competition benchmarking on 4 parameters including market share, product specification, services provided etc.
• Strategized to expand business share in identified key accounts from 8% to 28% and from 18% to 38% for the two segments

Jun 2018 – Dec 2018 · 6 mos · Faridabad Area, India

• Project Title: Overall Equipment Effectiveness Implementation
• Created a real-time dashboard to monitor the Overall Equipment Effectiveness metric of manufacturing lines at Faridabad Plant
• Analysed the Overall Equipment Effectiveness through creation of tool-based assessment of performance, quality and availability