Summary
Overview
Work History
Education
Skills
Timeline
Generic

Dipti Cheerath

Melbourne,VIC

Summary

Strategic and insights leader with 14 years’ experience in data analysis, market trend analysis, organisational transformation, and customer/employee experience across consulting, financial services, and research sectors. Holds a Bachelor of Social Sciences (Honours) in Economics and Sociology from the National University of Singapore, with advanced knowledge in finance, quantitative and qualitative research, and information management. Proven ability to synthesise complex insights, apply human-centred design (HCD) and Agile methodologies, and manage the full project lifecycle from feasibility assessment to governance and delivery.

Overview

14
14
years of professional experience

Work History

Manager

Accenture
06.2021 - Current
  • Deliver data-driven strategy development, innovation, and transformation initiatives for telecommunications, technology, and public sector clients.
  • Leverage advanced analytics, market scanning, and strategic frameworks to inform decision-making and prioritise growth opportunities.
  • Key achievements:
  • Operating Model & Organisational Design: Co-led design of a greenfield mobile operator’s organisational framework; developed capability model and gap analysis recognised by the CTO as a competitive differentiator.
  • Process Transformation & Governance: Reduced complaint resolution time from 24 days to 8 days and safety hazard response time from 15 days to 4 hours through robust data analysis and leading kaizen/human centered design process design workshops.
  • Revenue Recovery: Built a financial model and value-driver tree addressing billing errors, enabling $30M in recovered revenue.
  • Strategic Workforce Planning & AI Skilling: Designed a bespoke Data & AI skilling framework with a 7-year plan, enabling $3B projected cost savings for a leading telecommunications provider.
  • Redesigned Talent Acquisition Function: Led the Talent Acquisition department transformation for a prominent software and platform company, evaluating the current state through stakeholder interviews, process mapping, and gap analysis, and designing a future-state roadmap to enable 3000% business growth supported through recruitment.
  • Government Customer Experience (Qualitative & Quantitative): Designed and executed a survey of 30,000+ participants, synthesising insights into actionable recommendations shaping public policy.
  • Relevant Skills: Portfolio performance tracking, market dynamics analysis, HCD workshops, stakeholder engagement, strategic roadmap creation, cross-team collaboration

Consumer Insights Manager

Citibank Singapore Ltd.
06.2015 - 05.2017
  • As a Consumer Insights Manager, I collaborated closely with key stakeholders to drive strategic focus and business priorities by providing actionable insights from customer research.
  • Notable achievements:
  • Data Analysis and Insight Generation: Led the monthly NPS Bottom-Up Program analysis, engaging stakeholders across the consumer bank, including Wealth Management, Credit Cards, Contact Centre, and Retail Banking. Secured #1 ranking as Singapore's most customer-centric bank (measured by external NPS Surveys) by developing brand strategies utilizing NPS surveys, social media sentiments, and brand studies.
  • Stakeholder Management: Ensured research-based solutions were implemented for NPS Bottom-Up across the bank through regular communication with stakeholders. Implemented an innovative, hypothesis-driven insights generation approach across the consumer bank, earning widespread praise from senior business stakeholders.
  • Senior Management Presentations: Delivered monthly research findings to senior management including country CEO.
  • Facilitated bank-wide digital transformation by incorporating stakeholder requirements and overseeing training across management levels.
  • Team Management: Boosted survey team's productivity by 53% through designing and implementing productivity trackers for internal survey teams.
  • Impactful Insights: Initiated a culture change program across three contact centers by conducting a groundbreaking qualitative study among contact centre employees to align NPS survey data with frontline pain points.
  • Relevant Skills: Data analysis, collaboration, influencing, interpersonal skills, governance of research programs, problem solving, resilience.

Client Service Consultant

Gallup
06.2011 - 05.2015
  • As a Client Service Consultant, I managed client requests, ensured account growth and profitability, and led various analytical and strategic initiatives.
  • Notable achievements:
  • Strategic Thinking: Conceptualised the world's first quantifiable metric for 'rootedness of citizens' using a multivariate factor model, which was applied to Gallup's world poll across 120 countries and 120,000 respondents. Led the analysis work to identify key wellbeing drivers for Singaporean citizens.
  • Data Analysis: Developed a predictive attrition model for a large bank using employee engagement, demographic, performance, and absenteeism data to prevent regrettable attrition in high performers.
  • Synthesising Insights: Analysed over 2 million customers verbatim for a multinational retailer, utilising text mining and cluster analysis to define consistent 'service expectations' across locations, driving customer service expectations for frontline staff.
  • Thought-Leadership: Co-authored a white paper on leadership in ASEAN, which was later published as a Harvard Business Review article.
  • Relevant Skills: Data handling, synthesising insights, collaboration with cross-functional teams.

Education

Certificate in MIT’s Approach to Design Thinking -

Massachusetts Institute of Technology / Emeritus
07.2017

Bachelor of Social Sciences (Honours) - Sociology & Economics

National University of Singapore
12.2010

Skills

  • Portfolio performance tracking
  • Strategic workforce planning
  • Process transformation
  • Financial modeling
  • Complex Problem-solving
  • Project planning
  • Market dynamics analysis
  • HCD workshops
  • Stakeholder engagement
  • Strategic roadmap creation
  • Data analysis
  • Collaboration
  • Influencing
  • Interpersonal skills
  • Governance of research programs
  • Problem solving
  • Resilience
  • Data handling
  • Synthesising insights
  • Collaboration with cross-functional teams
  • Strategic Planning & Innovation
  • Developing and executing growth strategies
  • Product and service innovation
  • Horizon 2 & 3 strategy execution
  • Advanced Analytics
  • Financial modelling
  • Portfolio performance metrics
  • Market trend scanning
  • Qualitative & quantitative synthesis
  • Data Visualisation & Reporting
  • Power BI
  • Tableau
  • Dashboard creation
  • Insight presentations
  • Emerging Technology Awareness
  • AI tools application
  • Understanding tech landscape impacts on business strategy

Timeline

Manager

Accenture
06.2021 - Current

Consumer Insights Manager

Citibank Singapore Ltd.
06.2015 - 05.2017

Client Service Consultant

Gallup
06.2011 - 05.2015

Certificate in MIT’s Approach to Design Thinking -

Massachusetts Institute of Technology / Emeritus

Bachelor of Social Sciences (Honours) - Sociology & Economics

National University of Singapore

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Dipti Cheerath