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 for organizations, to help align them to the new reality of the always-on world.
I started my second venture – ThinkShop – in 2013, to help organizations bridge the gap between Idea and Execution.
As an independent consultant at the helm of ThinkShop, I was fortunate to work with some of the leading players in Financial Services (and some EdTech startups), across a wide range of solutions.
The portfolio of services included developing Customer Engagement strategy, Communication frameworks, User Experience Design across platforms, and information architecture for a 100,000+ page web presence, among others.
In 2018, after four years with ThinkShop, I once again 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.
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