Nov 2017 – Jan 2020 · 2 yrs 2 mos

• Conceptualized, devised, and implemented a robust, scalable Voice of the Customer (VOC) framework for continuous content optimization. The goal was to deliver content that mattered to users by listening to them on multiple channels and distilling user intents. The pilot project for Adobe XD increased CSAT significantly. Rolled out the framework in other BUs and received a Spot Appreciation award for my work on the initiative.
• Developed a framework and a community program for leveraging User Generated Content (UGC) to scale authoring efforts. Ran a pilot experiment to test out the hypotheses and derive insights on various aspects of the program. These insights added weightage to the approaches that were being evaluated by the org leaders for scaling Adobe Community platform.
• Collaborated with 7 Creative Cloud product teams comprising principal product managers and directors to revamp the experience and discoverability strategy for the hugely popular What’s New Helpx articles. Had to wade through several solutions, disagreements, and negotiations to bring consensus among equally passionate people.
• Developed a well-appreciated, comprehensive content strategy for Fresco and Aero, both having different business and user challenges. Fresco is positioned to replace a couple of highly used mobile apps while Aero is Adobe’s first app for creating AR experiences. The content received 65% positive ratings, which exceeded targets and established baselines.
• Guided a team of 6 writers and 3 community managers working on 8+ products during the MAX release to help them absorb and implement content strategy.

Jan 2010 – Nov 2017 · 7 yrs 10 mos

• Led the content development for Dreamweaver, Animate (erstwhile Flash Professional), and Adobe Muse help content. Authored Help content for the popular UX design platform, Adobe XD, right from its Beta stages to 1.0 and beyond. Earlier, developed content for eLearning products – Adobe Captivate, Adobe Presenter, Adobe Presenter Video Express, and eLearning Suite.
• Worked closely with designers to shape up the experience of the analytics tool for Adobe Captivate. Provided in-app user interface content and helped fine-tune workflows based on the rich user knowledge I gained by interacting with real users in the community.
• Streamlined business processes by being an early adopter of Agile methodology; contributed extensively to the new Jira framework, and became a Scrum Master eventually. Helped the leadership with change management by actively advocating the benefits of Agile and helping writers onboard quickly.
• Hired and mentored writers, both at junior and senior levels. Received great appreciation from the mentees and the leadership for my mentoring skills. Contributed to the university hiring program and helped develop training material for onboarding college graduates, who are all established content professionals in the industry now.

Mar 2005 – Mar 2012 · 7 yrs

Sep 2003 – Mar 2005 · 1 yr 6 mos · Bengaluru, Karnataka, India

Jul 2001 – Aug 2003 · 2 yrs 1 mo · Bengaluru, Karnataka, India