Instrumental in setting up CX strategy and category growth (sell side) practice at Instamart working alongside senior leaders in all functions.Reporting to Director - Strategy and CX

● Worked as one of the first 10 associates of the product-content team. Leading with my previous experience and product-market research, played a key role in defining the product, training the teams with processes and playbookisation of finding the right partners● Worked across management/engineering/certification and joint degree programs vertical and gave critical insights in improving the product and lean processes without authority. Owned the creation of a few courses as part of my key responsibilities● Redefined many flawed processes and product definitions and convinced the senior management to take some difficult decisions of restarting from scratch for parts of work● Working on joint degree programs, identified a channel to eliminate extra rework which saved more than Rs 10 lacs per course● Revamped 2 programs in the certificate segment within a month of joining the project resulting in CSAT improvement of 20pp

● Created two modules from scratch by analysing the gaps in the learner journey. Co-owned relations with industry experts and internal stakeholders across academic, tech, marketing and production● Collated and analysed weekly customer ratings for live data science courses and identified low performing modules with average rating less than 4. Conducted RCA on them and filled in the improvement/reDev funnel to achieve 4.5+