Headline

Customer & Product Experience | Customer Insights & Journey Optimization | AI & Conversational CX | Experience Analytics | PayPal | Ex-Accenture, udaan, Mahindra Group

About

I work at the intersection of Customer Experience, Product Experience, and Data, helping teams understand where customers struggle, why friction occurs, and what can be improved across the end-to-end experience. With 9+ years across FinTech, e-commerce, and automotive, my experience spans Customer Insights, Journey Optimization, Experience Analytics, Process Excellence, and AI & Conversational CX. At PayPal, I use customer contact signals, product/funnel data, qualitative research, and experience analytics to uncover friction and translate insights into product, self-service and service improvements. My work includes Disputes, BNPL and PayPal Assistant, with a focus on contact reduction, containment, self-service and resolution effectiveness. I enjoy solving problems where customer behaviour, data, product experience and operational realities intersect—turning insights into practical improvements that make experiences easier for customers and more effective for businesses. Core areas: Customer & Product Experience | Customer Insights | Journey Optimization | Experience Analytics | AI & Conversational CX | Self-Service & Contact Deflection | Product Discovery | Process Excellence

Location

Bengaluru

AI stack

claude

gemini

openai

Work experience

Senior Specialist, Experience Research at PayPal, Jan 2025 - Present · 1 yr 9 mos, Bengaluru, Karnataka, India, •Driving customer insights and CX analytics across the customer funnel, combining quantitative, qualitative and behavioural data to identify experience friction •Translating customer signals into prioritized product, service and self-service improvement opportunities •Applying end-to-end journey and experience optimization across pre-impact, point-of-impact, self-heal, support and teammate experiences •Driving AI & Conversational CX optimization, identifying gaps in intent understanding, capability, context, response quality and containment •Developing data-driven insights and narratives to influence Product, Engineering, Analytics and Operations decisions Key metrics: Contact reduction, AI containment, self-service adoption, customer effort, resolution effectiveness and operational efficiency

Senior Analyst at Accenture in India, Feb 2022 - Dec 2024 · 2 yrs 11 mos, Bengaluru, Karnataka, India, •Collaborate with multiple global S&I teams to improve customer experience •Optimize customer touchpoints via process monitoring, surveys, and trend analysis •Manage customer-related satisfaction survey campaigns via Qualtrics to measure customer experience metrics (CSAT, CES, NPS, efficiency, effectiveness etc)

Process Excellence & Design | Customer Experience at udaan.com, Sep 2019 - Feb 2022 · 2 yrs 6 mos, Bengaluru, •Developed a scenario-based CRM and escalation system to identify, route and manage different customer query types •Designed IVR and chatbot automation journeys to automate customer queries and reduce reliance on the CX team •Translated customer pain points and process gaps into technology enhancement recommendations for Product teams •Identified opportunities to improve self-service, first-contact resolution and overall customer experience through process and automation improvements

Assistant Manager - Business Excellence at Mahindra First Choice Services Ltd., Aug 2018 - Aug 2019 · 1 yr 1 mo, Mumbai Area, India, •Managed workshops for Business Excellence initiatives across India •Executed process improvements through efficiency and effectiveness analysis •Conducted process compliance assessments for franchise workshops, spare parts hubs and customer care on a sample basis and planned & coordinated with the partnered vendors for other locations •Advocated 5S, CAPA and Kaizen methodologies •Implemented Group Corporate Sustainability & Safety activities

Management Trainee - Business Excellence at Mahindra First Choice Services Ltd., Jun 2017 - Jul 2018 · 1 yr 2 mos, Greater Chennai Area

Brand Partnership Manager at Shoppist, Apr 2016 - Jun 2016 · 3 mos, Bengaluru, Karnataka, India

Education

Master of Business Administration (MBA), Operations Research,, Manipal Institute of Management, MAHE, Manipal

Bachelor of Technology (B.Tech.), Electrical, Electronics and Communications Engineering, Karunya Institute of technology and sciences