Consultant / Entrepreneur
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. Even in ’99, my boutique venture was way ahead of its time, since startups were not quite a word yet. However, we delivered 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!
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, Insurance and Education. Our portfolio 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 Edelweiss Financial Services, I shaped enterprise-wide Customer Strategy to help transform the Edelweiss Group from a product-focused to a customer-focused culture. My role involved driving key CX initiatives across Edelweiss Group entities, from Wealth Advisory & Asset Management to Capital Markets & Insurance, servicing a 1Mn+ strong client-base. I was also a Charter Member of its Customer Council.
Subsequently, I moved to Aegon Life as COO, where I spearheaded its Digital Transformation agenda. At Aegon, I have 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. I was also a member of Aegon India’s Leadership team and its Regional SteerCo.
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