Circa 1999, soon after a degree in Business Management, I started a design studio – ‘ UncommonWisdom‘ – to help clients make the most of the Internet as a Communication tool.
I’d been fascinated with the power of the Internet since 1995 – before the first public cyber-cafe was available in India. My boutique venture was way ahead of its time, since startups were not quite a word yet.
However, we did deliver some interesting work in the space of Digital Communications, Web Design and User Experience (UX) for some enterprise-grade applications, including the opportunity to design the UX for one of India’s first Internet Trading platforms!
In 2000, I returned to industry roles to gain experience of large-scale, enterprise challenges across functions.
What followed were stints with organizations of all shapes and sizes, in roles that spanned Technology, Process & Communication Design, with a focus on Financial Services. This included working with Digital/Consulting organizations (Mudra Digital, Indigo Consulting, Experian, etc.), as well as ‘intrapreneurial’ assignments on the client side (ICICI Group, Motilal Oswal, etc.), building capabilities and redesigning processes, to help align them to the new reality of the always-on world.
I started ThinkShop – my second venture – in 2013. The idea was to help organizations bridge the gap between Idea and Execution through my experience in Business Transformation.
As an independent consultant at the helm of ThinkShop, I was fortunate to work with some of the leading players in Financial Services and EdTech, across a wide range of solutions.
The portfolio of services included Program Management and Consulting inputs to help shape Customer Engagement, Go-To-Market Strategy, Communication and Design.
In 2018, after four years with ThinkShop, I went back to full-time employment to apply my skills to problems of Scale.
At the Edelweiss Group, I shaped enterprise-wide Customer Strategy to help transform the Group from a product-focused to a customer-focused culture. As a Charter Member of its Customer Council, my role involved driving key CX initiatives across entities, from Wealth Advisory & Asset Management to Capital Markets & Insurance.
Subsequently, I moved to Aegon Life as COO, where I spearheaded its Digital Transformation agenda. At Aegon, I had the privilege of leading teams that successfully designed, built and managed an industry-leading ‘Digital First’ framework for end-to-end Operations, spanning Product Development, UX Design, Underwriting, Claims & Customer Service.
After a very eventful stint in Aegon Life, I joined Microsoft India as a Senior Director, to help the Enterprise Commercial team understand industry challenges and engage with CxOs.
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