Mar 2025 – Present · 1 yr 2 mos

• 1. Leading transformation projects at IKEA India with a focus on process optimization and efficiency.
• 2. Managing stakeholder collaboration across geographies, ensuring seamless project execution and business alignment.
• 3. Driving change management and strategic initiatives to enhance business operations and customer experience.
• 4. Overseeing resource planning, budgeting, and risk management to deliver high-impact projects successfully.
• 5. Ensuring effective communication, risk mitigation, and project evaluation to drive continuous improvement and long-term success.

Jan 2023 – Feb 2025 · 2 yrs 1 mo

• Strategic Project Leadership: Manage and oversee projects that enhance customer experience through holistic process transformation, balancing immediate operational needs with long-term improvement goals.
• Continuous Improvement & Change Management: Spearheaded initiatives that drive continuous improvement and lead change management efforts to support both process and people, aligning team goals with the larger organizational vision.
• Global Stakeholder Engagement: Engage with stakeholders across global and local teams to ensure alignment on project goals, fostering strong relationships that facilitate seamless implementation.
• Digital Tool Deployment & Optimization: Drive the deployment and optimization of digital tools, ensuring that each solution addresses the specific needs of customers and unit requirements while enhancing operational efficiency.
• Quality Assurance & Operational Insights: Oversee B-testing and provide actionable insights to the Country IT Team, ensuring that digital implementations meet quality standards and contribute to a better customer experience.

Sep 2022 – Jan 2023 · 4 mos

• Continuous Improvement Leadership: Led projects focused on enhancing co-worker and customer experience, driving improvements across knowledge management processes to streamline and elevate service quality.
• Optimization of Self-Serve Tools: Maximized the effectiveness of natural language tools, including chatbots, by improving knowledge content and design, contributing to a more intuitive and efficient customer self-service experience.
• Stakeholder Engagement & Internal Communications: Provided targeted communications to Country CSC/RCMP teams, promoting alignment, engagement, and consistent messaging across local teams.
• Learning & Competency Development: Identified training needs and developed upskilling programs aimed at fostering self-learning and continuous growth among employees, supporting a culture of learning within the organization.
• Training Design & Delivery: Coordinated and designed localized learning initiatives to ensure high-quality, efficient training that meets the specific needs of teams, enhancing their ability to support customers effectively.
• Cross-Functional Collaboration: Worked closely with group and country stakeholders on knowledge-sharing and training initiatives, aligning content and resources with broader organizational goals.

Apr 2018 – Sep 2022 · 4 yrs 5 mos

• Learning & Development Leadership: Facilitated learning initiatives across the unit to support participants in achieving targeted learning outcomes, ensuring materials were up-to-date and relevant.
• Customer Experience Enhancement: Developed competencies and knowledge among co-workers and team leaders, contributing to a seamless, consistent customer journey for non-face-to-face interactions, and meeting customer needs effectively.
• Strategic Alignment & Goal Achievement: Aligned training initiatives with the unit action plan, contributing to broader organizational goals through well-implemented learning and development strategies.
• Continuous Improvement & Analysis: Analyzed learning outcomes and worked actively with participants post-training to maximize the impact of learning, enhancing both individual and team performance.
• High-Quality Training Support: Collaborated with trainers to deliver impactful, high-quality sessions, ensuring learning activities were tailored to improve team competency and engagement.