Headline

Senior Business Analyst | Analytics, GenAI & Decision Intelligence | Customer Experience & Ops Optimization | Ex-Darwinbox

About

Impact-driven analytics professional with 3.5+ years of experience building AI-powered decision systems, owning business-critical metrics, and driving measurable outcomes at scale. At Swiggy, I own end-to-end analytics for the Customer Care charter, supporting ~8.5M monthly chats, and have delivered a ~2.36pp CSAT uplift, ~₹25L/month in workforce planning savings, and 18–20pp improvement in Conversational AI (BOT) efficacy. I specialize in turning ambiguous business problems into self-serve, automated intelligence combining SQL, Python, GenAI, and real-time streaming systems (Flink) to build systems that let stakeholders run RCA and make decisions independently. Key focus areas: → Customer experience analytics & ops optimization → Conversational AI strategy & experimentation → GenAI-powered automation (classification, NL-to-SQL, STT) → Workforce planning & cost optimization → Self-serve decision intelligence ecosystems 📍 Bengaluru

Location

Bengaluru

AI stack

claude code

claude

gemini

openai

Work experience

Senior Business Analyst at Swiggy, Oct 2025 - Present · 1 yr 1 mo, Owned analytics for Swiggy's Customer Care charter (~8.5M monthly chats across Food, Instamart & Toing), identifying levers that delivered ~2.36pp CSAT uplift, ~2pp ITO reduction, and ~4–5% CPO savings. Built a self-serve decision intelligence ecosystem integrating Auto-RCA diagnostics, cohort attribution, NL-to-SQL (Hermes), and Claude — enabling stakeholders to independently run RCA and drive decisions. Designed and shipped an ILP-based workforce planning engine with shift logic, cost structures, and scenario modeling, generating ~₹25L/month in cost savings. Led Conversational AI strategy and experimentation — improving WIMO BOT efficacy by 18–20pp (Food) and 14–15pp (Instamart) through journey redesign, nudge optimization, and model improvements. Built a GenAI-powered classification engine for L2/L3 WIMO intent tagging and a real-time multilingual STT + translation pipeline enabling automation and conversational AI evaluation. Engineered real-time escalation monitoring using Flink SQL and streaming systems; authored ARDs for DECX Chat and TWB migration. Identified critical operational gaps through deep-dive analytics — restaurant pickup inefficiencies from inaccurate location mapping, PN delivery issues, and RX-DX handshake bottlenecks. Maintained foundational fact tables and reporting assets; contributed to analytics hiring and mentoring.

Business Analyst at Swiggy, May 2024 - Sep 2025 · 1 yr 5 mos

Business Analyst at Darwinbox, Jan 2022 - Oct 2023 · 1 yr 10 mos, Bengaluru, Karnataka, India

Data Analyst Intern at KPMG, Sep 2021 - Oct 2021 · 2 mos, Virtual

Education

Bachelor of Engineering, Mechanical Engineering, J S S Academy of Technical Education, BANGALORE

Electronics, RNS PRE UNIVERSITY