Vinay Narayanan Email & Phone Number

Melbourne, Vic, Au

Australia

Melbourne, Australia

Responsible for System design, Customer stories, product strategy execution and overall success of new initiatives and improvements in Wellness & New Product growth within the Bupa Customer experience team.- Successfully launched our e-commerce health & wellness marketplace MVP, where I setup the platform, identified my customer segments, defined success metrics, managed the product backlog and go-live strategy while subject to complex internal risk & legal challenges. Achieved an annual average conversion rate of ~1.5% for a new niche brand to market, increased social traffic by ~30% and drove up overall up customer engagement by ~40%. - Defined and ran A/B test experiments, responsible for customer engagement via marketing campaigns across social networks and EDMs, analyzed heat maps and extensively reviewed customer behavior and usage analytics (CTRs, CROs) to release enhancements with fortnightly sprint cycles. - Worked cross-functionally with service designers, marketing and several other teams to identify and prioritize target customer segments, conducted customer interviews and research, mapped out the overall customer journey. - Leading the setup of our internal product roadmap for the next 2 years with strategic alignment across numerous internal and external stakeholders with my focus on building a central data capture and management platform for Bupa wellness.

Mumbai Area, India

- Successfully launched 8+ products across 2 lines of business – Enterprise (SMSs) and IP messaging (Chatbots, 2-way messaging) and led strategic initiatives to pivot the business & setup new revenue streams.- Acted as the voice of the customer by leading customer discovery and defining journeys, collecting quantitative and qualitative feedback to iterate multiple products and as the cross-functional liaison for all things product, ensured smooth communication between internal teams (marketing, sales, operations, management, engineering) and external vendors. - Built new and leveraged several existing partnerships with teams at Facebook, WhatsApp, Google, Microsoft etc. to setup integrations, build PoCs & MVPs, and launch joint campaigns resulting in increased brand trust and awareness. - Drove innovation by building self-serve AI/Natural language processing (NLP) solutions for our international clients, customized solutions such as robotic process automation for top-tier Banks, payment gateway integrations that enabled faster monetization for our platform and setup internal processes with data and engineering teams to improve data analysis. - Embraced the opportunity to lead NLP solutions where I worked closely with my NLP scientist and engineers to identify problems to solve, prep and clean data, train and test models, build MVPs and perform rigorous tests to measure performance. - Assisted my CEO and Sales heads in various successful business development activities from preparing platform content (value prop /for sales pitches), market analysis, competitor product strategies, determining pricing tiers and overall product strategy. - Ran biweekly engineering delivery sprints (mix of KANBAN/Agile methods) using JIRA/Trello to manage feature releases & updates, documented and communicated release notes across teams, managed deadlines and held tech reviews with my Tech leads on industry trends, best practices and planned improvements for further releases.

Mumbai Area, India

Helped Launch AppsDaily’s Digital Business – Mobile Protection app (> 800K installs) and Digital payments for 4K+ retail & sales partners - Led the launch of the MVP and next several iterations for the core mobile platform (backend and customer mobile app) where I managed product development, UI/UX design, Go-to-market, system architecture and overall product requirements/backlog. - With multiple customer-business touch points like phone, email, app, website and store (offline), I streamlined customer journeys with all stakeholders with a singular focus on making customer interaction and experience, simple and seamless. - Built a PCI-DSS compliant Digital payments wallet platform (backend, rule engine, app, reconciliation for accounts) for customers to pay prepaid/postpaid bills & other services, apps, games etc. and use offline retail points to send money. - Led the 6-week launch of a new business line (extended warranty) that contributed to ~20% of revenue for the next 8 months. - Identified product performance metrics, worked with data and marketing teams to review quantitative and qualitative data points and setup tools/processes to achieve and manage customer growth of ~25% over 8-10 month period

Mumbai Area, India

Project manager for PwC’s Safe & Smart city projects (worth ~$230M) with state Home & Municipal Departments - Led the ‘Mumbai CCTV surveillance’ Request for Proposal (RFP) structuring, circulation, vendor-government coordination and communication, bid analysis (technical, financial, implementation, background), project costing and overall bidding process - Contributed to building a safe and smart city CoE with technical analysis and structuring of solutions, industry standard compliances, costing (capex/opex models) and implementation plans for numerous RFPs, both national and international.

San Mateo, California

- Achieved growth of over 2 to 10 million+ customers across my products.- Defined overall product UI/UX, solution design, data analytics (usage, behavior, performance), customer engagement metrics & assisted my managers in go-to-market strategy and product rollout.- Effectively liaised cross-functionally with core R&D, operations, product & marketing teams to design business solutions & opportunities that led to 2 new products, 1 new line-of-business and an increase in annual sales.- Co-founded a Center of Excellence (CoE) for good product specs, user experience design and technical documentation that was later adopted as company-wide standard.

Los Angeles & San Francisco Bay Area, California

Senior Business Analyst on 6 successful strategy and transformation projects across domains such as Insurance, Healthcare, Entertainment and Digital Supply chainSuccessfully managed overall project scope, timelines, deliverables, business and technical requirements/use cases (~1000+ user stories) and quality assurance metrics, scope and test scenarios Promoted for my additional contribution in 4+ Business development initiatives / sales opportunities where I assisted in articulating functional solutions & recommending business process improvements

Masters, Computer Science

Bachelors, Computer Science

Education record