~10% NPS Score
Professional Journey Overview
Oct 2021 - Present · 2 yrs 6 mos Bangalore & Mumbai
Head of Product & Design
As Head of Product and Design, I leverage extensive experience to lead dynamic product & design teams, drive innovation through Pattern-Based product strategies, & deliver groundbreaking solutions across Omni-Channel, AI Chatbot, AI Assist for agents, Low Code/No Code app builders, and Self-Service for Fiber diagnostics.
Achieving Results: Influencing the Following Key Performance Indicators with our new product:
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~15% CSAT
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~29% Agent Utilisation
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~23% Sec AHT
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~35% ENPS
Key Achievements and Responsibilities:
🎨 Design Leadership: I have led and mentored a team of talented designers, fostering a culture of creativity, collaboration, and excellence.
🌀 Pattern-Based Design: I have championed a pattern-based approach to product design and development, ensuring consistency and scalability across all our products.
🌐 Omni-Channel Solutions: I have played a pivotal role in creating seamless and integrated experiences for users across various channels, from web and mobile to social media and email. Our omni-channel approach has improved user engagement and satisfaction (10k+ Agents serving millions of customer).
🤖 AI-Driven Solutions: I've overseen the design and implementation of AI Chatbots and AI Assist solutions, transforming customer interactions and agent support. These AI-driven systems have not only reduced response times but also enhanced user experiences.
🔌 Low Code/No Code App Builder: I have led the design efforts for a low code/no code app builder, enabling users to create their own applications without extensive coding knowledge.
📈 Self-Service for Fiber Diagnostics: I've driven the creation of a self-service platform that allows users to diagnose and resolve fiber-related issues independently. This innovative solution has not only reduced support costs but also improved user satisfaction and loyalty.
🚀 Innovation and Thought Leadership: I've actively participated in industry conferences, webinars, and thought leadership initiatives, sharing insights and experiences with the wider community. This engagement has positioned us as pioneers in the field of pattern-based design and AI-driven solutions
Sep 2018 - Oct 2021 · 3 yrs 2 mos Munich, Bavaria, Germany
Lead Product Designer
As Lead Product Designer, I've led a dynamic team in creating a groundbreaking customer self-service product. This innovative solution enhances the customer experience with an app that streamlines check-in at SIXT car rental counters, reducing queues and maximizing efficiency.
Impacted Key Performance Indicators:
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~18% NPS Score
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~16% CSAT
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~10% Avg cost
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~32% FCR
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~56% AHT
Key Achievements and Responsibilities:
🎨 Design Leadership: Leading and guiding a team of talented designers, I've fostered a culture of creativity and collaboration, resulting in designs that consistently exceed user expectations.
💡 User-Centric Approach:I've been responsible for conducting extensive user research in close collaboration with the product team.
📱 Fast Check-In App: My team and I have designed an app that empowers customers to complete the check-in process swiftly, enabling them to bypass long queues at SIXT car rental counters. This innovation not only enhances the customer experience but also saves a significant amount of time.
🌐 End-to-End Customer Journeys: I've crafted comprehensive end-to-end customer journeys for both customers and back-office agents. These journeys have been instrumental in shaping our self-service solutions.
🤝 Stakeholder Engagement: Ensuring alignment with broader business objectives, I've validated the app concept with stakeholders and the business team to identify their specific goals, ensuring that our design aligns seamlessly with the company's strategies.
🌍 Go-to-Market Analysis: A critical aspect of my role has been conducting go-to-market analyses, including localization considerations, to ensure that our self-service solutions are tailored to different markets and cultures.
🚀 Reducing Customer Complaints: Through our self-service initiatives, we've successfully reduced customer complaints
Apr 2017 - Sep 2018 · 1 yr 6 mos Bengaluru & Gurugram
Lead User Experience Consultant
During my time at Boston Consulting Group via Xebia IT Architects, I revitalized data methodologies to enhance efficiency and deliver compelling client experiences. I supported internal teams and clients in all stages of data management, from collection and analysis to visualization, for their flagship Benchmarking product.
Key Achievements and Responsibilities:
🤝 Developed collaborative relationships with product owners, senior leadership and international business unit leads
💡 Produced personas, user flows, task flows, sitemaps, wireframes, and style guidelines to convey interaction and design concepts effectively
✨ Led all UI design decisions to craft visually engaging and delightful designs
📊 Conducted stakeholder interviews and usability tests, and developed click-throughs and prototypes for web and mobile/tablet platforms for testing purposes
Sep 2013 - Apr 2017 · 3 years 8 months London, United Kingdom
Lead UI/UX Design Engineer
I served as the primary UI/UX design liaison for stakeholders and exclusively designed critical applications like mPOS, Stock Portal, and mobile apps (iOS & Android). mPOS, a mobile point-of-sale solution, operates on smartphones and tablets, mimicking traditional cash registers or electronic point-of-sale terminals.
Key Achievements and Responsibilities:
🚀 Pioneered UX design as the inaugural phase of all web and mobile application developments, implementing a user-centered design (UCD) approach.
🔍 Evaluated existing applications and pinpointed areas for enhancing user experience, resulting in a comprehensive redesign of the entire app experience for both desktop and mobile platforms.
🛠️ Investigated and resolved issues through stakeholder discussions and user research within the intricate realm of the retail industry.
🎨 Generated all sketches, wireframes, and mockups to effectively communicate user flows and interactions.
Apr 2011 - Aug 2013 · 2 years 5 monthsMumbai Area, India
Sr. UI/UX Designer
As a senior UI/UX designer at Bned (LoudCloud Systems), my responsibilities included designing the user experience (UX) and visual aspects for the instructor, student, and admin interfaces.
This involved creating intuitive and visually appealing designs that enhance usability and engagement across these user groups. Specifically, I focused on designing a dashboard for instructors to monitor their course performance, as well as designing interactive quizzes and analytics features to improve user engagement and provide valuable insights into platform usage.
This involved creating intuitive and visually appealing designs that enhance usability and engagement across these user groups. Specifically, I focused on designing a dashboard for instructors to monitor their course performance, as well as designing interactive quizzes and analytics features to improve user engagement and provide valuable insights into platform usage.
Mar 2010 - Apr 2011 · 1 year 2 monthsMumbai Area, India
UX Architect
As a UX Architect, I led the charge in crafting user-centric experiences for websites and web applications, ensuring they were intuitive and user-friendly. This involved:
Key Achievements and Responsibilities:
🎨 Creating storyboards to visualize the user journey
📊 Conducting A/B tests to gauge customer response
👀 Reviewing competitors' products for insights
📝 Developing style guides to define UI elements
✏️ Sketching design concepts and ideas
🖼️ Creating wireframes to guide developers and visual designers
🛠️ Prototyping products for user testing
Feb 2009 - Mar 2010 · 1 year 2 monthsMumbai Area, India
Software Engineer (UX Design)
As a software engineer with a focus on UX design at TCS, I began my career there.
