Rahul Agarwal Email & Phone Number

• Understanding of customer behavior and journey mapping, and providing insights and recommendations to optimize the customer experience.• Collaborate with customer teams, helping them in implementing customer-centric initiatives that drive positive outcomes• Designing and developing enhanced customer journey to deliver exceptional customer experiences.• Proposing the optimized solution and engagement strategy for higher CSAT• Engage with customers, gather feedback, and convey their needs to the organization• Creating and promoting a customer-centric culture within the organization

• Understanding of market dynamics, user needs, and business goals, enabling team to drive successful product strategies• Gathering and analyzing customer feedback, translating it into actionable insights to guide product development• Effectively collaborates with cross-functional teams, ensuring seamless coordination and alignment throughout the product lifecycle• Owning the Product Roadmap and prioritization based on data driven model• Inspiring and motivating team members to deliver acceptable product features• Developing strategies, communicating them effectively and owning product launches

Delhi, India

• Focused on ServiceNow based products and solution implementation for digital transformation. Modules included ITSM, ITOM, CSM, FSM, ITBM, SECOPS, GRC and Custom applications.• Interacting with stakeholders to understand the business requirements, Solution envisioning and conceptualisation, estimation, proposing and implementing solutions for customers from banking, telecom, manufacturing, education, and government domain. • Performing market research and analysis for product and service feasibility.• Envisioning the products (ServiceNow accelerators) for quick implementation and ROI.• Support sales team to promote, up-sell and cross-sell products and services.

Noida Area, India

• Interacting with external and internal stakeholders to understand business requirements.• Conceptualize solution and prepare artefacts based on captured requirements.• Delivering presentations, demonstrations and pitching services to prospects/customers.• Acting as a Product Owner/Business Analyst with a strong emphasis on leading the vision, product and business roadmap.• Managing bids including response preparation for RFP, RFI, SoW etc.• Supporting account manager to upsell and cross-sell to offer consulting, advisory and support services.

Noida Area, India

• Acting as a Product Owner/Business Analyst with a strong emphasis on leading the vision, product and business roadmap.• Exposure in Agile and Iterative software development methodologies.• Understanding the existing technology landscape and market dynamics, identifying market opportunities through market research and other techniques for ongoing product improvement.• Collective brainstorming and conceptualizing the product with stakeholders.• Conducting workshops, structured interviews, presentations, gap analysis, project planning, creating functional documents, user stories, test plan and effort estimation.• Prototyping, PoCs and working with UX/UI and technology/engineering teams.• Providing consulting services, architecting solution, preparing POC and supporting sales activities• Understanding futuristic needs of the market and lay down the product roadmap.

Noida Area, India

o Understanding operational challenges and advising the solution.o Performing gap analysis to align as per requirements, working with design team to conceptualise solutions through wireframes.o Conducting workshops to understand business requirements.o User Acceptance Testing, ensuring readiness through training and initial go-live support. o Creating and delivering product presentations and demonstrations.

Noida Area, India

• Focused on Digital Transformation and eGovernance.• Instrumental contribution in requirement gathering including operations, site and legacy software analysis.• Closely worked with project manager to prepare scope management plan, requirement management plan, cost management plan and procurement management plan.• Execution of project management plan on client’s location.• Closely worked with developers to get the required software developed.• Procurement of required hardware from various vendors, installation and overall site preparation.• Training and handholding staff to the use the hardware and application effectively.• Preparing report on regular intervals.• Efficiently and effectively manage client relationship.

• Understanding customer’s requirements and documenting them• Application development and unit testing

Mba, Enterprise Management

B.Tech., Electronics And Communication

School, Basic Education