Not a list of job titles — a view of the problems I work on and the results that followed, across banking, insurance and wealth. Described at the level of approach and outcome.
Getting customers to actually use the digital products and features teams build — and keeping them using them.
By partnering across credit card and wealth teams to accelerate product commercialisation, and driving adoption of software tokens, in-app value propositions, push and widgets.
Expanding the share of customers active on digital channels through targeted, well-sequenced feature adoption.
Designing journeys customers actually complete — raising conversion without sacrificing satisfaction.
A measurable customer-experience uplift on a digital programme, achieved while growing usage rather than trading experience for growth.
Designing in-app journeys and conversion flows for credit, instalments and card value propositions that convert and retain.
Turning the mobile app from a channel into the primary relationship.
Through software tokens, advanced targeting, push notifications and mobile widgets that gave customers reasons to return.
Through SEO and content strategy at IndiaFirst Life Insurance — building the digital top of funnel that mobile growth depends on.
Deepening relationships with high-net-worth and investing clients through digital.
Engaging HNI and investing clients through digital wealth features, exclusive content and personalised periodic reporting.
Taking products from launch to genuine market traction.
Partnering across product, credit and wealth teams to bring digital products to market and convert launches into measured adoption rather than one-week spikes.
Pioneering CX and digital innovation across regulated products.
Pioneering an AI/ML chatbot, live chat with screen sharing, a product recommendation app and AR voice search — foundations for how I think about adoption across verticals today.
Banking, life insurance and asset management — a rare vantage point on how customer trust and adoption differ across regulated products.
Outcomes are described at a general, principle level and reflect publicly shareable career results. Nothing here discloses confidential or employer-specific material — this site is maintained in a personal capacity.
My insights are where the method behind these outcomes gets written down.
Read my insights