Responsible for managing the customer experience by tracking and close looping customer feedback. Measure and manage customer concerns via all touch points and lead customer experience improvement projects. Responsible for enhancing customer journeys both physical and digital. Responsible for all customer facing processes and communications. Lead root cause analysis and required process changes to mitigate complaints.

Responsible for providing consumer insights. Act as a consumer advocate in all marketing strategy decisions. Adept at Customer Segmentation to identify target segments, project segment size and segment value for Home Credit. Co-create brand positioning, Brand DNA and marketing campaigns based on consumer insights. Conduct price tests and conjoint studies for product development. Contribute to designing value proposition for new products based on customer needs. Responsible for building Go To Market Strategies for new products or business lines. Manage ad-hoc customer researches for specific business decisions, build compelling business stories led by insights, in order to solve business objectives. Create customer journeys and empathy maps as per design thinking framework. Work on converting what customer "does and "says" into what he "feels and "thinks" to identify "needs".Deep category knowledge of consumer finance. Provide market insights on industry eco-system and competition to C-level management. Track market share in consumer finance and personal loans spaceTrack developments in industry eco-system which includes regulatory changes, new policies, shifts in consumer trends/ shopping trends/ channels. Continuous bench-marking of competition to keep track on main competitors and new age fintechs who are changing the rules of the consumer finance and personal loan business. Responsible for conceptualizing and organizing strategy workshops with C-level executives. Provide in-depth understanding of competition and industry landscape to participants. Align on "where to play" and "how to win" strategies; Design workshops aimed at recognizing internal strengths and weaknesses, opportunities in the industry. Use tools like Ansoff Matrix, Design thinking frameworks as thinking tools. Responsible for clear out-come of workshops in terms of 1.5-2 year plans on key projects and initiatives

Responsible for managing and executing market end to end market research projects.Experienced in making research designs, building hypotheses about trends and then validating those through data, creating well thought out reports that summarize the key findings and have actionable insights and recommendations for the clients, overall project management.Worked with leading brands to help decipher consumer insights related to brand perception, pricing, product/service preferences, key drivers of purchase and satisfaction etc. Experienced in solving marketing problems by using cutting edge market research techniques.

Short project to study English newspaper readership in Mumbai, preferences related to content, brands etc.