Manager- Customer Experience
Accenture Consulting
Total des années d'expérience :11 years, 5 Mois
● Managed the business functions for a logistics leader during their global transition to cloud-based contact center solutions:
o Gathered and documented 500+ user stories, enabling a deep understanding of user needs and requirements.
o Identified and tracked over 100 gaps in the new platform, leading to targeted improvements and enhancements.
o Collaborated closely with the implementation partner and internal customer service business teams to ensure project delivery alignment with timelines and goals, resolving issues and ensuring 100% adherence to project timelines.
o Grew the diamond account in a strategic geography by recognizing the need for additional resources and successfully obtaining the approval for two extra team members, effectively managing and supervising the expanded team.
● Played a pivotal role as a key member of the team at Accenture, driving the partnership go-to-market strategy with Microsoft for their CCaaS platform, Microsoft DCCP.
o Developed and executed strategic initiatives, including market analysis and partner engagement, contributing to the success of this multi-million dollar partnership.
o Trained over 1000 Accenture resources globally across both sales and delivery while leading the enablement work stream to ensure effective adoption of Microsoft DCCP.
● Achieved a 13-point increase in NPS for claims process and 10% reduction in call volumes through innovative strategies and technology initiatives focusing on data-driven customer journey optimization using a customer-centric approach while leveraging customer feedback and surveys.
● Received individual awards directly by the CEO and CMO for outstanding contributions to claims and renewal process improvements resulting in enhanced customer satisfaction.
● Introduced the idea of creating company-sponsored awareness videos about health insurance, featuring YouTube influencers. These videos garnered over 100, 000 views within the first month.
● Championed the transition to the LitmusWorld tool, playing a crucial role in its implementation for measuring Net Promoter Score (NPS) and expanding customer reach from 10% to 100% across all touchpoints. This effort streamlined data analysis and significantly reduced manual work.
● Achieved a milestone by securing the first four projects valued at over USD100k and scaling up the team from 4 to 20 members including design strategist and User Experience (UX) designers in a span of over an year at L&T Infotech’s Design Studio by focusing on developing human-centric strategies for clients.
● Some of the key projects implemented are:
o Contributed to the award-winning EPSILON project at the Hydrocarbon entity by leading the user experience to present persona-based project data.
o Enhanced the user experience and eliminated manual work by business process re-engineering of the in-house ERP system at an Indian MNC’s construction business while managing a team of six consultants.
o Re-imagined the User Adoption Strategy for direct-to-customer channels of an American Multinational Conglomerates Health Care Division in India, with the potential to increase direct e-commerce market share from 1% to 5% within 18 months.
o Crafted a strategy to enhance innovation at an American multinational energy corporation, resulting in long-term engagement with the client.
o Enhanced the user experience of the SFDC-powered Product Development Portal for an American Multinational Media Conglomerate, leading to the streamlining of the approval process and a reduction in clicks.
● Engaged directly with the group chairman on daily strategic discussions for IT and TS business development, serving as a liaison with C-suite executives to ensure seamless communication and decision-making.
● Articulated user requirements and designed BRD containing specifications with mock ups which led to reduction of rework of development team to less than 10% for a Swedish Product.
● Awarded Individual Performer of the year based on client feedback.