▶︎Leading all things Products for an AI powered FX Payments and Cash Management Platform for SMEs; guided company’s journey from ideation, pre-revenue, to post-revenue stage. ▶︎On the mission to maintain product-market fit by leveraging Open Finance and Marketplace constructs to deliver an AI infused product platform that minimizes FX losses for SME customers.▶︎Actively leading the innovation life cycle including Design, Build, Operate - balancing three product horizons to keep the product platform relevant for the key stakeholders i.e. customers, investors, and partners.

▶︎ Hired to transform a legacy BPO organization into a Product-led company via 'productization of services' with a mission to unify products and services into a combined offering.▶︎ Owned and achieved a revenue target up to $160M in partnership with sales teams; delivered net new revenue from new offerings while winning renewals business by enhancing existing products/services.▶︎ Developed and delivered four new 'market maker' propositions from 'concept to revenue'; driving growth across existing and new business segments:1. Customer Experience as a Service (CXaaS); company's flagship proposition for unifying Product + Services into a compelling commercial construct to expedite time to value.2. AI/Automation accelerator program with Discovery Bots, RPA, RDA and AI tools packaged together to solve the disconnect between CX and EX with total experience management.3. Vaccine Management Platform; a turned-key solutions capitalizing on COVID market demand.4. Work-from-home Platform; a SaaS solution to capitalize on the market need for Virtualization of Workforce.▶︎ Built a brand-new Portfolio Management team from the bottom up for eight verticals covering BFSI, Hi-Tech, Healthcare, Public Sector, Comms/Media, Retail, Hyper-Growth & Revenue Services.▶︎Put in place a Portfolio Management practice that is buyer-led, industry-focused, and partner-enabled. Delivered go-to-market toolkits including:◉Target segments and buyer personas to improve◉Product messaging and competitive intelligence kit◉Sales Briefcase i.e. sales enablement programs and assets▶︎ Authored thought-leadership white-papers that smashed internal demand-gen records w.r.t open-rate & click-through-rate driving sales pipeline and placing TTEC in the leadership category◉Intent Management paper launched with Forrester; subject matter focused on managing ‘customer intents’ to improve CSAT.◉Two white papers launched with Everest; subject matter focused on Total Experience Management i.e. CX+EX

▶︎Owned the Multi-Product Multi-Channel charter with a clear vision, target operating model, and execution roadmap for company's all revenue channels across B2B & B2C segments (direct line into the c-suite).▶︎Championed the business case for enterprise-wide digital transformation (£30M). Developed the transformation strategy, and led its execution to deliver:◉ Omni-channel Commerce Platform: "Order Anywhere, Fulfill Anywhere", an eco-system play.◉ Customer 360 Platform: single source of truth for customer & partner lifecycle management.◉ Universal Storefront As a Service: Unified customer interaction platform for hyper-personalized engagements; enabling Travelex to decommission 27+ legacy systems to reduce cost of distribution. ▶︎Instituted customer centricity and design thinking as we reinvented all customer touch points (CX, UX, Service Design) across online (web/mobile), retail, ATM, and call centers leading to:◉NPS improvement by 18.4% over two years.◉Positive feedback from customers across all channels increased by 17%.◉Reduction in 'transaction time' by 10%.▶︎Designed and operationalized go-to-market strategy by establishing a global channel team and operating model including: ◉Partner Deal Desk – B2B GTM discipline helping commercial directors assess opportunities, determine feasibility, build global pipeline/forecast and translate it into a product delivery roadmap. ◉Sales Enablement – led the creation of focused propositions and live product demos which directly influenced multi-million pounds in revenue via new opportunities pipeline and deal renewals.▶︎Reimagined customer journeys for blurring the lines between physical and digital channels by designing self-service strategy and Soft POS (Point of Sale Systems) linked to CRM.▶︎Exercised daily discretion, authority, and oversight over the company’s BAU channel management maintaining PSD2, PCI and GDPR compliance.

▶︎President's Award: Corporate’s highest recognition for monumental contributions in delivering innovation with maximum commercial and cultural impact i.e. evolving the legacy mindset while driving double digit growth.▶︎Payments Innovation of the Year Award, Fin-Tech Breakthrough Award and Best B2B Marketplace Award: Judges from PwC, Lloyds Bank, Metro Bank and Salesforce.com recognized the platform that Sushant brought to the market which created a digital marketplace that empowered importers and exporters with self-service capabilities along with near real-time B2B payments (1M+ international payments to date).▶︎Partnered directly with the President and the entire C-Suite to develop compelling business cases and guided executive mindsets via customer centric storyboards to consistently secure $4.2M/year in funding for an incubation unit. ▶︎Pioneered an incubation unit to increase speed to market for delivering new initiatives in a time-frame never thought possible before at Western Union i.e. delivered 6 new capabilities in 15 countries: ◉Cash Management ◉Invoice Management ◉B2B International Payments (self-service) ◉Online Hedging ◉Business Intelligence Reporting ◉AP/AR Automation▶︎Led multi-disciplinary product management teams across the entire delivery life-cycle managing all aspects from ideation to ‘go-to-market’ strategies to ensure successful delivery of new payments platforms in 15 countries.▶︎Brought customer centricity to life by Instituting agile product management and customer-led 'design thinking' to keep Western Union in tune with market needs.▶︎Pivoted business towards 'Digital-First' model by implementing omni-channel and self-service strategies to maximize profit while reducing the cost of serving customers.▶︎Facilitating change management - Led multi-cultural teams across four regions i.e. Asia Pacific, UK, Europe and United States, transforming "mindsets" to create a culture of innovation.

▶︎Provided thought leadership, strategy and execution for transforming a 160 year old 'transaction-centric' business model into a 'relationship-centric' business model across companies B2B and B2C customer segments (resulting into presidential awards for driving commercial and cultural impact).▶︎Delivered ‘MY WU’ a digital loyalty product for Money Transfer unit, making it the catalyst to pivot Western Union towards managing customer account vs. managing isolated tractions – shifting transaction centric business model to relationship centric business model. ▶︎Case for Change: Partnered directly with the President and the entire C-Suite to develop a new opportunity work-stream that delivered sustainable revenue drivers of up to $40M-$50M.▶︎Developed company’s 1st ever “Marketing Tech Stack” and pivoted company’s marketing strategy towards interactive digital marketing and performance marketing (leveraging marketing automation).▶︎Developed an interactive CRM strategy for Western Union's B2C business creating ‘customer accounts’ and transformed the consumer loyalty program into a digital 1st approach. ▶︎Monetized internal legacy assets by productizing them as “Services” for external partners.▶︎ Developed Go to Market plan for Western Union's consumer payments business.▶︎Business strategy framework for Western Union's consumer payments business.

▶︎Drove Salesforce.com’s growth beyond the traditional CRM market by launching three new marketing automation product lines and guided the company’s entry into the social commerce industry.▶︎Led the development of a ‘Barometer Report’ for the Salesforce.com CEO and COO; providing a 360 degree view of product performance, market insights, competitive analysis and strategic recommendations.▶︎Directly influenced multimillion-dollar sales ($100M+) by leading consulting discussions with the broader C-Suite teams from the world’s most iconic brands across different industry segments.▶︎Developed strategies and customized solutions (Art of the Possible) to solve business problems for Salesforce.com’s top 100 customers through persuasive storyboards, prototypes and demos.▶︎Aligned product development, product marketing and pre-sales engineering teams in a programmatic manner to improve the overall ‘win-rate’.▶︎Partnered with Analyst Relations and Public Relations teams to ensure strong positioning and help Salesforce.com rise and stay above the competition.▶︎Influenced product strategy by conducting market analysis (win/loss reports), capturing voice of the customer, and competitive gap-analysis.▶︎Developed ‘competitive playbooks’ to drive overall sales effectiveness and deliver competitive differentiation in product positioning as well as marketing messaging.

▶︎ Received Hall of Fame and Ingenuity Award from Cisco’s C-Suite for delivering impactful transformation that created a new set of standards for customer life-cycle management, brand monitoring and performance marketing.▶︎Championed the formation of Cisco’s Global Center of Excellence for Marketing Innovations by leveraging a combination of technologies from Salesforce.com, Adobe, and Oracle’s Business Intelligence solutions. ▶︎Led ideation, designing and implementation of Cisco’s Customer Command Center, and drove its global expansion into the executive briefing centers which led to 281% ROI. ▶︎Pioneered and operationalized innovative use-cases of customer analytics data to build propensity to buy, propensity to churn and intent scoring to build a 360 degree view of the customer.▶︎Led a cross-functional task-force to standardized marketing score-cards for the CMO’s organization to measure the effectiveness of various marketing work-streams.▶︎Managed vendor relations and conducted new capability reviews for emerging trends, to maintain a competitive edge for the CMO’s organization.▶︎Delivered new marketing initiatives around Content Mobility and Social-Sign-On with a close partnership with Cisco’s mobile and IT teams.▶︎Pioneered a Social Media Executive Score Card to seek more investments and determine ROI for shifting resources towards emerging marketing trends.

▶︎Entrepreneurial drive that delivered three new revenue streams for a start-up company while consistently delivering an outstanding customer experience during all consulting engagements.▶︎Provided leadership in the development of a new business portfolio from the bottom-up, with training and consulting services for Web Analytics, Search Engine Marketing and Search Engine Optimization.▶︎Delivered consulting services to our clients for Google Analytics and Google AdWords. ▶︎Received ‘Analytics Ninja Award’ from Google. Inc. for thought leadership in web analytics.

▶︎Developed networking and technology strategies contributing to multi-million dollar deals within the public sector e.g. NYC Metropolitan Transportation Authority. ▶︎Prepared responses to RFPs and managed sales cycle effectively, helping the team meet fiscal targets ($10 million/year)▶︎Responsible for overall program management to ensure smooth integration of proposed solutions within budget, scope and schedule. ▶︎Delivered sales presentations and technical demonstrations in trade shows. ▶︎Provided leadership for company’s new hire program including mentorship and coaching for new hires.

▶︎Led R&D for Decision Sciences: Understanding the impact of "search engines" on individuals' decision making capabilities.▶︎Led R&D for Unified Communications: Context aware cross-platform mobility.

▶︎Managed network operations for Verizon’s corporate customers providing “five nine” reliability i.e. 99.999% up-time for B2B services. ▶︎Provided operational efficiency by reducing unnecessary dispatching of technicians in the field while maintaining excellent customer support.