Ritu Yadav

Product Manager

Delhi, India10 yrs 3 mos experience

AI Enabled

Key Highlights

Reduced Average Handle Time by 25% at Wayfair.
Boosted First Contact Resolution by nearly 50%.
Led design initiatives impacting 20 million customers.

Stackforce AI infers this person is a Product Designer with a strong focus on UX in E-commerce and SaaS industries.

Contact

ryadav6@wayfair.com LinkedIn

Skills

Core Skills

User Experience Design (ued)Product Design

Other Skills

Adobe BridgeAdobe EdgeAdobe MuseAdobe PhotoshopAgile MethodologiesArtificial Intelligence (AI)Branding & IdentityBusiness Impact AnalysisCC++CSSCascading Style Sheets (CSS)CommunicationConsumer BehaviorConversion Optimization

About

I'm a product designer on a mission to craft intuitive and impactful user experiences, with a focus on driving conversion and efficiency across the e-commerce, travel and SaaS industries. Currently leading the future of customer service at Wayfair. Strategising to support over 20 Million active customers and their customer queries globally. And 20K + suppliers managing inventory of ~14 million products across North America, Europe, and Asia. At Wayfair over the past year, I've helped reduce Average Handle Time by 25% and boost First Contact Resolution by nearly 50%, which helped save thousands of labor hours per month and improved customer retention. The ripple effect? Faster support → Happier customers → Higher retention My Strengths: 1. Backing up my design decisions with data 2. Driving impact and efficiency of a product via design 3. Cross-team collaboration 4. Executing end-to-end design-led projects

Experience

10 yrs 3 mos

Total Experience

1 yr 5 mos

Average Tenure

1 yr 6 mos

Current Experience

Wayfair

Lead Product Designer

Dec 2024 – Present · 1 yr 6 mos · Bengaluru, Karnataka, India

⬩ Redesigning the customer’s query resolution process by automating workflows and leading fast-track initiatives, resulting in a 25% reduction in Average Handle Time and nearly a 50% improvement in First Contact Resolution. These enhancements over the past year have helped us save thousands of labor hours monthly and in turn resulting in customer retention.
⬩Building Conversational AI Copilot to redefine the future of customer service. The AI Copilot alone contributed to a 22% improvement in First Contact Resolution, with a 90% user engagement rate.
⬩Enabling seamless support for over 20 Million active customers and 20K suppliers, overseeing an inventory of 14 million products across North America, Europe, and Asia.

Artificial Intelligence (AI)User Experience (UX)Product DesignUI/UXDesign ResearchProject Management+1