Ketan M. Email & Phone Number

Fanwood, Nj, Us

New York, New York, Us

Product Lead for the digital experience and tools.• Responsible for the strategy, oversight, and management of the digital experience for agents in the field.• Responsible for the vision and managed requirements for the Agency Web platforms, including best practices, and UX/UI enhancements.• Oversee digital projects from inception to delivery. Defined a 3 Year roadmap to improve the Web Program.• Manage and triage the defect prioritization queue.• Key contributor in a multi-year initiative to overhaul digital tools for web, email, and social. • Build relationships with business stakeholders and vendors.

Bridgewater, New Jersey, Us

Owned the overall Marketing and eCommerce Experience.• Built a multi-talented team of UX/UI designers, CX analysts, and Content delivery to support marketing and eCommerce channel. • Oversaw the marketing and eCommerce website for North America. Delivered a new marketing and eCommerce platform, and defined digital marketing initiatives. • Responsible for the Digital Site Experience with a focus on AB Testing, site optimization, and defined the personalization strategy.• Owned site merchandising, content strategy, site promotions, and managed 3rd party eCommerce tools (Coveo, BazaarVoice, inRiver PIM, and others).• Managed the triage and defect prioritization queue.• Defined Voice of the Customer program and provided insights to inform customer-centric solutions. Efforts returned a 70% positive Customer Effort Score.• Partnered closely with business units to align product strategy with company strategy; set and measure against KPIs including CRO, AOV, and overall revenue targets.• Guided product owners, removed roadblocks, lead product initiatives, and worked collaboratively with the centralized marketing team, various business units, and IT partners.• Partner with IT on integration and solutioning web projects, negotiate resourcing and prioritization of key initiatives.• Built relationships with stakeholders and vendors.

Basking Ridge, Nj, Us

Led a newly defined digital operations team to oversee verizon.com• Built a new team for FIOS unit, called Digital Operations.• Overhauled the Voice of the Customer program to measure and help improve customer satisfaction, guided business teams on close-loop process and reported out to Executive team.• Established key programs focused on results and optimal user experience. Programs like AB Testing, and Production Scrum POD.• Defined and managed the triage process and defect prioritization queue.• Defined the first-ever Health & Performance dashboard delivering near real-time site behavior analytics. The dashboard served as a benchmark to predict downtime, and identify areas of opportunity.• Responsible for CRO and AOV for the FiOS eCommerce store.• Partnered with Verizon Wireless on-site accessibility by defining the strategy, corporate partnerships, and general awareness.

New York, New York, Us

Team leader that provided digital solutions and strategies for global programs.• Built a global team that solved marketing challenges with creative and innovative ways. • Provided strategic solutions for the Global Citi Mobile iOS app. Efforts resulted in a 40% performance improvement, delivery of multi-language capabilities, and personalized marketing features. • Owned the global content architecture solutioning for LATAM and Singapore. • Led the Next Generation architecture for UI/UX by improving the code and content integration for web and mobile apps.• Established a Sandbox model for Proof-of-Concept initiatives. Model accelerated the project lifecycle by delivering 70% of the reusable front-end code.• Influenced business stakeholders for the Smart Bank eco-system by guiding technical design and marketing capabilities (sales wall, media wall,). The initial program was developed for Poland and later released in the USA, Australia, and LATAM.

New York, New York, Us

Provided thought leadership to various solutions to Citi applications and websites.• Provided solutions for web and mobile, enhancing cross-sell opportunities, and providing customers a central point-of-access for account management.• Led the migration of disparate websites into a unified portal, CitibankOnline.com. The results of the migration saw a 30% decrease in maintenance costs, enhanced cross-sell opportunities, and provided customers a central point-of-access for account management. • Provided the vision and architecture for Citi Cards marketing and acquisition website from an external hosting platform to in-house. Results yielded an annual cost savings of $1MM. • Designed the first-ever Personalization strategy for Citibank and Citicards. The strategy allowed marketing teams to precisely upsell or cross-sell services to Citi customers.• Lead business solution architect for PopMoney integration, CitiMobile app for iOS and Android, ThankYou Rewards program.• Achieved 50% performance improvement goals for citi.com by developing guidelines and best practices. Results yielded a task force to standardize these processes across North America's internet and mobile digital properties.• Key contributor in the redesign of Citi’s consumer website. The redesigned site was ranked #1 by Forrester in its "2012 US Bank Digital Sales Rankings."• Winner of the 2013 Leaders in Excellence Award for the top 1% of Citi representatives for exceptional accomplishments.• Promoted to SVP