Case studies
10,000+ distribution partners across six lines of business had no single platform to originate and service loans digitally — operations leaned heavily on offline and manual workflows with no consistent way to track adoption or churn.
End-to-end product owner — roadmap, PRDs, and shipping — for the 0-to-1 launch of the Merchant App.
- Shipped 15+ features across all six LOBs against a single roadmap, preventing fragmentation into six separate builds
- Built a GenAI document-extraction tool against Vahan APIs to automate RC validation — 60% faster TAT, 20% fewer errors
- Ran user research and journey mapping with partners to diagnose churn drivers; translated into first-principles PRDs
- Designed a Rewards & Loyalty program with personalized offers to drive retention, not just acquisition
80% digital penetration, 90% adoption, 70% MAU, 30% lower partner churn, dealer revenue 1.8X YoY, DAU up 4X, 80% lower query volume, 50% better FTR via GenAI servicing chatbot.
Collections relied on manual tele-calling at scale, with no early signal on which accounts were likely to bounce — agents were reacting after the fact rather than prioritizing before risk materialized.
End-to-end product owner for the AI-reimagined collections initiative, from voice automation to risk modeling.
- Delivered a 0→1 agentic AI voice infrastructure automating tele-calling operations at scale
- Built an EMI-bounce predictor using 360° customer profiling to forecast risk 15 days in advance
- Engineered smart contact sequencing across omni-channel workflows for precision targeting
₹2.34 Cr in annual cost savings (81% reduction), ~20% of collection risk mitigated early, 40% better targeting, 99.99% reach accuracy.
UPI was a new surface with no adoption pattern, and organic growth on the broader app was flat without a clear engagement or referral strategy.
Product owner for UPI launch and the engagement/referral charter, including GTM strategy and metric design.
- Driving IPL-linked UPI GTM campaign via Delhi Capitals sponsorship, targeting 1Mn+ transactions
- Defined success metrics and ran A/B testing for the Engagement Charter, iterating on cohort data
- Designed referral program for 10L+ users — converting existing users into an acquisition channel
₹10M daily GMV and 10K daily transactions in month 1 at >95% success rate; organic installs up 30%; ₹1.5 Cr monthly organic growth; 33% revenue increase.
Customer servicing leaned heavily on staffed channels with no vernacular support, and 50+ touchpoints across the journey hadn't been audited for friction.
Strategy intern designing an omnichannel servicing interface and auditing the end-to-end customer journey.
₹0.36M+ savings, 40% lower staffing cost, 20% higher acquisition, 10% higher retention, 20% better CSAT, 25% lower call abandonment.