Head Of Customer Experience

• May 2020 - Present

Product - Contribute to the definition and maintenance of product roadmaps to enhance customer value and drive profitability for the company - Drive market research, analyze user feedback, and collaborate with internal teams to develop product roadmap strategies - Led early-stage UX studies for new product initiatives, enhancements, and usability testing - Directed and managed UI/UX design resources to ensure high-quality design deliverables for development teams - Develop and… Show more Product - Contribute to the definition and maintenance of product roadmaps to enhance customer value and drive profitability for the company - Drive market research, analyze user feedback, and collaborate with internal teams to develop product roadmap strategies - Led early-stage UX studies for new product initiatives, enhancements, and usability testing - Directed and managed UI/UX design resources to ensure high-quality design deliverables for development teams - Develop and own product release schedules by closely collaborating with development teams Marketing - Accountable for optimizing marketing efforts to establish the brand and drive profitability for the company - Establish and monitor long-term and short-term targets and goals for the marketing team - Ensure alignment between marketing efforts and the product roadmap, and vice versa - Develop and execute digital marketing strategies to increase brand awareness and increase social media engagement - Conduct market research to stay up-to-date with industry trends and best practices and adjust strategies as necessary - Manage digital paid advertising campaigns to achieve desired results within allocated budgets - Analyze and report on the performance of digital marketing campaigns, using data to continually improve strategies and tactics - Developed and managed the company's website, SEO, and social media presence, including content creation and community management - Worked with external partners and agencies to execute digital marketing initiatives and product partnerships Customer Service - Ensure high-quality and timely responses to customer queries based on agreed-upon service level agreements (SLAs) - Establish and maintain processes to address customer issues promptly - Improved self-service options such as a knowledge base to reduce the number of support tickets - Monitor and ensure that customer feedback is captured and integrated into the product management process Show less Product - Contribute to the definition and maintenance of product roadmaps to enhance customer value and drive profitability for the company - Drive market research, analyze user feedback, and collaborate with internal teams to develop product roadmap strategies - Led early-stage UX studies for new product initiatives, enhancements, and usability testing - Directed and managed UI/UX design resources to ensure high-quality design deliverables for development teams - Develop and… Show more Product - Contribute to the definition and maintenance of product roadmaps to enhance customer value and drive profitability for the company - Drive market research, analyze user feedback, and collaborate with internal teams to develop product roadmap strategies - Led early-stage UX studies for new product initiatives, enhancements, and usability testing - Directed and managed UI/UX design resources to ensure high-quality design deliverables for development teams - Develop and own product release schedules by closely collaborating with development teams Marketing - Accountable for optimizing marketing efforts to establish the brand and drive profitability for the company - Establish and monitor long-term and short-term targets and goals for the marketing team - Ensure alignment between marketing efforts and the product roadmap, and vice versa - Develop and execute digital marketing strategies to increase brand awareness and increase social media engagement - Conduct market research to stay up-to-date with industry trends and best practices and adjust strategies as necessary - Manage digital paid advertising campaigns to achieve desired results within allocated budgets - Analyze and report on the performance of digital marketing campaigns, using data to continually improve strategies and tactics - Developed and managed the company's website, SEO, and social media presence, including content creation and community management - Worked with external partners and agencies to execute digital marketing initiatives and product partnerships Customer Service - Ensure high-quality and timely responses to customer queries based on agreed-upon service level agreements (SLAs) - Establish and maintain processes to address customer issues promptly - Improved self-service options such as a knowledge base to reduce the number of support tickets - Monitor and ensure that customer feedback is captured and integrated into the product management process Show less

Head - User Experience & Digital Marketing

• Oct 2012 - Apr 2020

• Create UX roadmap and near-term UX strategy for all Product development and Solution offering projects • Effectively present user experience solutions to stakeholders to ensure that information design meets both business objectives and end-user expectations • Translate business requirements, end user needs and input from cross-functional teams into differentiated design solutions • Understanding consumer needs prior to and evaluating usability subsequent to designing the interaction… Show more • Create UX roadmap and near-term UX strategy for all Product development and Solution offering projects • Effectively present user experience solutions to stakeholders to ensure that information design meets both business objectives and end-user expectations • Translate business requirements, end user needs and input from cross-functional teams into differentiated design solutions • Understanding consumer needs prior to and evaluating usability subsequent to designing the interaction and information flow • Create Digital Marketing strategy for all business application projects and products • Manage a team of Information Architects, UI Designers & Developers, Web Designer & Developers, Mobile app developers, Digital Marketing Analysts, Research Analyst and Content Writers • Works with multiple vendors in agile environment to get deliver final output with outmost quality on time • Oversee the Online Brand promotion, PR activities and Lead Generation Campaigns, SEO/SMO, Adwords, FB ads, Social Media Marketing and Email Marketing to build strong arms for sales pitch • Works closely with business development team to prepare customer collaterals for winning new business and upsell products/services • Monitoring and Tracking conversation rates and trends across the website visitor’s engagement behavior • Managing development and maintenance of CMS websites, ecommerce websites and eLearning courseware • Improvising the usability, design, content and conversion of the websites to increase the user engagement rate • Evaluating customer research, market conditions and competitor data to develop a robust product roadmap and marketing strategy • Involved in complete cycle of Product development, User experience design and Quality Assurance • Shortlist candidates and build required pool of resources and responsible for hire & fire • Closely works with Senior Management to bring in business vision and effective communication across the organization Show less • Create UX roadmap and near-term UX strategy for all Product development and Solution offering projects • Effectively present user experience solutions to stakeholders to ensure that information design meets both business objectives and end-user expectations • Translate business requirements, end user needs and input from cross-functional teams into differentiated design solutions • Understanding consumer needs prior to and evaluating usability subsequent to designing the interaction… Show more • Create UX roadmap and near-term UX strategy for all Product development and Solution offering projects • Effectively present user experience solutions to stakeholders to ensure that information design meets both business objectives and end-user expectations • Translate business requirements, end user needs and input from cross-functional teams into differentiated design solutions • Understanding consumer needs prior to and evaluating usability subsequent to designing the interaction and information flow • Create Digital Marketing strategy for all business application projects and products • Manage a team of Information Architects, UI Designers & Developers, Web Designer & Developers, Mobile app developers, Digital Marketing Analysts, Research Analyst and Content Writers • Works with multiple vendors in agile environment to get deliver final output with outmost quality on time • Oversee the Online Brand promotion, PR activities and Lead Generation Campaigns, SEO/SMO, Adwords, FB ads, Social Media Marketing and Email Marketing to build strong arms for sales pitch • Works closely with business development team to prepare customer collaterals for winning new business and upsell products/services • Monitoring and Tracking conversation rates and trends across the website visitor’s engagement behavior • Managing development and maintenance of CMS websites, ecommerce websites and eLearning courseware • Improvising the usability, design, content and conversion of the websites to increase the user engagement rate • Evaluating customer research, market conditions and competitor data to develop a robust product roadmap and marketing strategy • Involved in complete cycle of Product development, User experience design and Quality Assurance • Shortlist candidates and build required pool of resources and responsible for hire & fire • Closely works with Senior Management to bring in business vision and effective communication across the organization Show less

Manager - Web Comm & Digital Marketing

• Feb 2012 - Sep 2012

• Manage development and maintenance of website and maintain SEO friendly content including reviews, product additions, checkout and all metadata • Work closely with the Creative Design Team and Website Development Firm to optimize plans and initiatives, including functionality, user experience and online brand positioning • Involve in conceptualizing, developing and releasing newsletter issues for customer and employee • Manage and drive the strategic direction of various online… Show more • Manage development and maintenance of website and maintain SEO friendly content including reviews, product additions, checkout and all metadata • Work closely with the Creative Design Team and Website Development Firm to optimize plans and initiatives, including functionality, user experience and online brand positioning • Involve in conceptualizing, developing and releasing newsletter issues for customer and employee • Manage and drive the strategic direction of various online marketing programs focused on website revenue growth and new customer acquisition along with traditional campaigns • Executing online search marketing (SEO & SEM), affiliate & referral program development, online brand awareness campaigns, press releases, social media and email marketing campaigns to generate demand and leads • Research and Identify the link partners in accordance with the set parameters based on industry or business domain, Google Page Rank, keywords, and other set parameters • Track and analyze marketing efforts and website user behavior and manage site changes to improve sales performance and customer experience • Responsible for forecasting revenue, reporting and financial modeling for online marketing programs and website Show less • Manage development and maintenance of website and maintain SEO friendly content including reviews, product additions, checkout and all metadata • Work closely with the Creative Design Team and Website Development Firm to optimize plans and initiatives, including functionality, user experience and online brand positioning • Involve in conceptualizing, developing and releasing newsletter issues for customer and employee • Manage and drive the strategic direction of various online… Show more • Manage development and maintenance of website and maintain SEO friendly content including reviews, product additions, checkout and all metadata • Work closely with the Creative Design Team and Website Development Firm to optimize plans and initiatives, including functionality, user experience and online brand positioning • Involve in conceptualizing, developing and releasing newsletter issues for customer and employee • Manage and drive the strategic direction of various online marketing programs focused on website revenue growth and new customer acquisition along with traditional campaigns • Executing online search marketing (SEO & SEM), affiliate & referral program development, online brand awareness campaigns, press releases, social media and email marketing campaigns to generate demand and leads • Research and Identify the link partners in accordance with the set parameters based on industry or business domain, Google Page Rank, keywords, and other set parameters • Track and analyze marketing efforts and website user behavior and manage site changes to improve sales performance and customer experience • Responsible for forecasting revenue, reporting and financial modeling for online marketing programs and website Show less

Senior UX/UI Designer & Digital Marketing

• Sep 2007 - Jan 2012

• Overseen production of collaterals, interactive presentations & demos, product labels, corporate websites and its subsidiaries by following Web 2.0 standards • Worked with external and internal design resources to translate marketing and messaging strategy into world-class design templates • Selection and maintenance of relationships with internal and external design/production/reprographic agencies • Created graphics, flash demos and activities for booth exhibited at various IT… Show more • Overseen production of collaterals, interactive presentations & demos, product labels, corporate websites and its subsidiaries by following Web 2.0 standards • Worked with external and internal design resources to translate marketing and messaging strategy into world-class design templates • Selection and maintenance of relationships with internal and external design/production/reprographic agencies • Created graphics, flash demos and activities for booth exhibited at various IT events across USA, and India • Provided strategic, creative and operational inputs on internal/external campaigns, projects and products • Proactively offer support for large projects and unforeseen circumstances • Coordinating with the marketing and public relations division and designed marketing campaigns to promote corporate brand, inform, acquire and retain customers • Strategically positioned, designed and developed newspaper and magazine advertising • Worked with various printing and packaging vendors to ensure catalogs, promotional items and packaging materials printed according to high corporate standards and delivered in a timely fashion • Managed SEO, SEM, SMM and various Internet marketing activities for new product launched service offerings • Promoting & marketing website, managed the day-to-day execution of online marketing, eCRM (SalesForce), tracking & analysis of website visitors • Worked closely with international and cross-departmental teams to apply market research, focus group analysis and product feedback to the design and content Show less • Overseen production of collaterals, interactive presentations & demos, product labels, corporate websites and its subsidiaries by following Web 2.0 standards • Worked with external and internal design resources to translate marketing and messaging strategy into world-class design templates • Selection and maintenance of relationships with internal and external design/production/reprographic agencies • Created graphics, flash demos and activities for booth exhibited at various IT… Show more • Overseen production of collaterals, interactive presentations & demos, product labels, corporate websites and its subsidiaries by following Web 2.0 standards • Worked with external and internal design resources to translate marketing and messaging strategy into world-class design templates • Selection and maintenance of relationships with internal and external design/production/reprographic agencies • Created graphics, flash demos and activities for booth exhibited at various IT events across USA, and India • Provided strategic, creative and operational inputs on internal/external campaigns, projects and products • Proactively offer support for large projects and unforeseen circumstances • Coordinating with the marketing and public relations division and designed marketing campaigns to promote corporate brand, inform, acquire and retain customers • Strategically positioned, designed and developed newspaper and magazine advertising • Worked with various printing and packaging vendors to ensure catalogs, promotional items and packaging materials printed according to high corporate standards and delivered in a timely fashion • Managed SEO, SEM, SMM and various Internet marketing activities for new product launched service offerings • Promoting & marketing website, managed the day-to-day execution of online marketing, eCRM (SalesForce), tracking & analysis of website visitors • Worked closely with international and cross-departmental teams to apply market research, focus group analysis and product feedback to the design and content Show less

Sr. Marketing Executive - Online

• Nov 2006 - Jul 2007

Team Lead – MARCOM

• May 2006 - Oct 2006

• Production of all marketing collateral, datasheets, Designing / Layout Preparations for High end flash websites and Static websites, in-box flyers, newsletters, tradeshow materials and other promotional copy • Understanding scope of the project, creating project design & specifying technology, conceptualizing & visualizing, task distribution & execute production work, quality checking and responsible for releasing • Assisted with new product development, software interface and aesthetic… Show more • Production of all marketing collateral, datasheets, Designing / Layout Preparations for High end flash websites and Static websites, in-box flyers, newsletters, tradeshow materials and other promotional copy • Understanding scope of the project, creating project design & specifying technology, conceptualizing & visualizing, task distribution & execute production work, quality checking and responsible for releasing • Assisted with new product development, software interface and aesthetic evaluation • Produced creative trade shows for domestic and international events • Conducted outbound telemarketing campaign and addressed sales inquiries • Interaction with international clients and offshore development teams to ensure successful delivery and implementation • Coordinating with the marketing and public relations division for events, seminars and road shows Show less • Production of all marketing collateral, datasheets, Designing / Layout Preparations for High end flash websites and Static websites, in-box flyers, newsletters, tradeshow materials and other promotional copy • Understanding scope of the project, creating project design & specifying technology, conceptualizing & visualizing, task distribution & execute production work, quality checking and responsible for releasing • Assisted with new product development, software interface and aesthetic… Show more • Production of all marketing collateral, datasheets, Designing / Layout Preparations for High end flash websites and Static websites, in-box flyers, newsletters, tradeshow materials and other promotional copy • Understanding scope of the project, creating project design & specifying technology, conceptualizing & visualizing, task distribution & execute production work, quality checking and responsible for releasing • Assisted with new product development, software interface and aesthetic evaluation • Produced creative trade shows for domestic and international events • Conducted outbound telemarketing campaign and addressed sales inquiries • Interaction with international clients and offshore development teams to ensure successful delivery and implementation • Coordinating with the marketing and public relations division for events, seminars and road shows Show less

Team Lead – Web and eLearning Solutions

• Jul 2004 - Apr 2006

• Involved in the initial scoping of the project and presenting organization capabilities. Also acting as communication Interface between the client and developers to ensure successful deliverables • Coordinated for executing project (creative design & E-Learning) from Fortune 500 companies: Satyam, Microsoft, Digital Think (now Convergys) and Trina Systems (now Adayana) as vendor • Designing, hosting web sites, upgrading and maintaining corporate websites and optimizing for search… Show more • Involved in the initial scoping of the project and presenting organization capabilities. Also acting as communication Interface between the client and developers to ensure successful deliverables • Coordinated for executing project (creative design & E-Learning) from Fortune 500 companies: Satyam, Microsoft, Digital Think (now Convergys) and Trina Systems (now Adayana) as vendor • Designing, hosting web sites, upgrading and maintaining corporate websites and optimizing for search engines • Design navigation systems, which consists of HTML for navigation via the web or an Intranet • Collaborate with developers and clients to produce navigation screens • Coordinate with designer's team and developing websites graphics Show less • Involved in the initial scoping of the project and presenting organization capabilities. Also acting as communication Interface between the client and developers to ensure successful deliverables • Coordinated for executing project (creative design & E-Learning) from Fortune 500 companies: Satyam, Microsoft, Digital Think (now Convergys) and Trina Systems (now Adayana) as vendor • Designing, hosting web sites, upgrading and maintaining corporate websites and optimizing for search… Show more • Involved in the initial scoping of the project and presenting organization capabilities. Also acting as communication Interface between the client and developers to ensure successful deliverables • Coordinated for executing project (creative design & E-Learning) from Fortune 500 companies: Satyam, Microsoft, Digital Think (now Convergys) and Trina Systems (now Adayana) as vendor • Designing, hosting web sites, upgrading and maintaining corporate websites and optimizing for search engines • Design navigation systems, which consists of HTML for navigation via the web or an Intranet • Collaborate with developers and clients to produce navigation screens • Coordinate with designer's team and developing websites graphics Show less

Sr. Webmaster and Multimedia Expert

• Oct 2002 - Jun 2004

• Requirement gathering, designing, upgrading and maintaining websites and interacting with Clients • Designing user interfaces and developing interactive CD presentations with media elements • Creating templates, style sheets, and publishing search engine optimized web pages • Developing 2D, 3D product animations and presentations in flash • Requirement gathering, designing, upgrading and maintaining websites and interacting with Clients • Designing user interfaces and developing interactive CD presentations with media elements • Creating templates, style sheets, and publishing search engine optimized web pages • Developing 2D, 3D product animations and presentations in flash

Web & Creative Expert

• Aug 2000 - Sep 2002

• Designing website templates, Corporate brochures, 3D modeling and Animations, Flash Designs and logos • Constructing web pages, optimizing content for search engines • Interacted with customers to capture the project requirement and change request • Participated in tradeshows and conducted workshops to promote services and trainings • Launched local area portal and brought affiliate links • Designing website templates, Corporate brochures, 3D modeling and Animations, Flash Designs and logos • Constructing web pages, optimizing content for search engines • Interacted with customers to capture the project requirement and change request • Participated in tradeshows and conducted workshops to promote services and trainings • Launched local area portal and brought affiliate links