Arpit S. Email & Phone Number

Mississauga, On, Ca

Toronto, Ontario, Canada

In my role as Senior Business Analyst at Canadian Tire, I led a cross-functional team to design a user-friendly support center. This project not only boosted customer satisfaction and streamlined user experience, but has also delivered $ benefits to the company. I played a key role in understanding customer needs through user research, implementing solutions, and fostering collaboration across teams. I championed knowledge sharing by establishing central resources and trained multiple teams on new systems and processes. Looking ahead, I initiated research on future customer support trends like AI and VR to inform leadership on strategies and to ensure we stay ahead of the curve.

Toronto, Ontario, Canada

At Manulife Insurance, I played a key role in revamping their mobile app as a Senior Business Analyst. I used Agile methodologies to manage the project, prioritizing tasks and planning releases. To gather requirements, I led workshops and research sessions with various BA tools, collaborating closely with the Product Owner to document user stories and ensure clear communication with developers. I streamlined workflows by analyzing current processes and visually mapping improvements, while proactively identifying and mitigating risks. I championed User Acceptance Testing and participated in Scrum team meetings to ensure app quality and efficiency. My skills in business process analysis also helped optimize internal workflows, creating clear SOPs for consistent execution.Overall, I contributed to a significantly improved mobile app experience for Manulife's users.

Played a key role in their unified website project. I partnered with technical business analysts to translate complex business needs into clear functional and non-functional requirements documented in a Business Requirements Document (BRD).To ensure the website aligned with business goals, I facilitated communication across teams, conducted gap analyses, and identified improvement opportunities. I championed a user-centered approach by analyzing user needs through techniques like persona creation, customer journey mapping, and wireframing.Tools like Visio and flowcharts helped me visually communicate project objectives. I also collaborated with solution architects and designers to visualize website flow and functionality. Finally, I implemented standardized documentation using the Waterfall SDLC methodology, and collaborated with QA to develop test plans and ensure all requirements were met.

During my time as Strategy Consultant and Founder at Buzz Mantra, I helped over 35 clients achieve business growth. I used research analysis to understand their needs and challenges, then translated those insights into actionable strategies using tools like customer journey maps and competitor analysis. This resulted in effective brand awareness plans and increased customer engagement. I also thrived in a fast-paced environment, managing multiple projects while building strong relationships with key decision-makers through clear communication. Mentoring my team of designers and developers wasn't just rewarding, it helped them improve their performance and achieve their career goals.

I used workshops to uncover client needs and challenges. By analyzing this data, I conceptualized solutions that directly addressed their goals. I also collaborated closely with UX designers and developers to ensure projects stayed on track and delivered high-quality AR/VR experiences for built environments.

Master Of Design, Strategic Foresight & Innovation

Learning how to think about people, processes and innovation in a new and inspiring light, to enable the future change makers to think.

Bachelor Of Science, Animation & Multimedia