Aug 2025 – Dec 2025 · 4 mos · Dubai, United Arab Emirates · Hybrid

• Led the Insights function for a global SaaS product used by 500,000+ authors, driving data strategy, AI adoption, and product intelligence across the organization.
• Key Achievements
• + Built the company’s first Insights & Analytics org, defining North Star metrics, data governance, instrumentation standards, and executive decision dashboards.
• + Designed AI-Assist Rate, AI Personas, and AI Usage Frameworks adopted by Product & GTM teams to measure product stickiness and AI-led value creation.
• + Created predictive systems for author activation, retention, and content success, improving onboarding experience and reducing churn risk.
• + Led product experimentation (A/B) charters, growth cohort modelling, and feature-level insights that shaped the long-term product roadmap.
• + Implemented Mixpanel → Snowflake pipelines, taxonomy frameworks, and data hygiene guardrails that strengthened data reliability across teams.
• + Partnered with Engineering, Design, and C-level leadership to align data priorities with business and product strategy.

Jun 2021 – Nov 2024 · 3 yrs 5 mos · Bengaluru, Karnataka, India

• Led the analytics charter for a high-growth talent marketplace, focusing on matching, funnel optimization, and recruiter intelligence.
• Key Achievements
• + Led end-to-end data pipeline architecture and analytics frameworks, collaborating closely with
• Product, Business, Operations, and Growth teams to deliver data-driven strategies.
• + Directed the design, development, and governance of data models, automated data pipelines,
• performance dashboards, and key metrics tracking, enabling critical business decision-making and
• performance optimization.

Dec 2020 – May 2021 · 5 mos · Bengaluru, Karnataka, India

• Drove product and learner insights for India’s largest ed-tech platform.
• Key Achievements
• + Created student behavior models to understand learning patterns, drop-offs, and cohort outcomes.
• + Designed instructor performance analytics and content recommendation insights.
• + Partnered with PMs and Instruction teams to improve course quality, experience, and retention.

Sep 2020 – Oct 2024 · 4 yrs 1 mo · Bengaluru, Karnataka, India

Mar 2019 – Dec 2020 · 1 yr 9 mos

• + Lead the Predictive charter of Customer Experience Analytics
• + Envisioned Cross-functional projects across Fulfillment, Returns, Search and CS
• + Built a robust Churn Prediction model with high Accuracy and Precision
• + Responsible for Knowledge Sharing on diverse areas from Machine Learning to Finance
• + Instrumental in enabling end to end Predictive solution in CX, right from Defining the problem to Model formulation to Engineering integration to Product and Ops implementation to Measuring the Success

Jul 2017 – Feb 2019 · 1 yr 7 mos

• + Spearheaded the transformation of Customer Care in Flipkart from a Reactive to a Predictive & Proactive Strategy
• + Played an End to End role right from the Design phase to Implementation of A/B experiments to Measurement of Impact to Scale-Up of Initiatives in collaboration with Product, Business, Operations and Finance teams to drive Data-Driven decision making
• + Lead multiple key initiatives around Customer Experience like Incident Journey Scoring, CX Plus Personalization, Service Recovery Scale-Up etc.
• + IVR Prioritization and Close-looping strategy – Customer call routing based on anxiety and order properties

Jan 2016 – Jun 2017 · 1 yr 5 mos

• + Worked in the Customer Experience Analytics team, helping Flipkart in making strategic decisions in retaining valuable customers and also analyzing disruptions at every stage of customer engagement and at the same time, improving Customer Experience
• + Designed a Personalization framework based on customer profile (Purchase behaviour and Anxiety) to provide differentiated customer experience
• + Strategized Service Recovery framework for customers going through an imperfect Order Journey by identifying areas of high pain and the kind of recovery to be provided

May 2014 – Dec 2015 · 1 yr 7 mos · Bengaluru Area, India

• Supported client, one of the biggest Pharmaceutical companies in the world with data-driven decision making, and worked closely with their analytics, marketing, business development, and strategy teams.
• Conceptualized analytical methodology to solve business problems like customer segmentation and targeting, optimal channel/medium to target, product launch strategy.
• Key Projects that I was involved in: Merger and Acquisitions, Direct to Customer Marketing Campaigns, Market Overview and Sizing, Demand Forecasting etc.