Sweta Priyadarshini
Baulkham Hills,NSW
Summary
I am a seasoned customer experience (CX) and a service designer with a passion to bring the voice of users in product / service. Working with large stakeholder groups and leadership teams, I have delivered improvement in CX metrics by using design-thinking methods and agile principles. I have gained experience in delivering superior experience to customers across variety of industries (digital banking, retail, automotive and telecommunications, State Government) and on various touch points. I have successfully delivered small to large-scale business transformation initiatives. I am a self-driven analyst with a healthy mix of qualitative and quantitative skills, strong communication and leadership skills. I have proven skills in using human cantered design principles (HCD) in delivering seamless experience to customers and employees. My skills include Expert in journey mapping, service blueprinting, business process analysis, and visualizing them to demonstrate the users’ experience Highly experienced with conducting user research, compiling research into reports and communicating the insights Highly skilled in facilitating interviews and workshops with internal and external stakeholders to improve the user experience Effective in working with virtual team environment with broad stakeholder group Skilled at leading large scale and complex CX design initiatives creating organization wide impacts Provide mentoring and coaching to the team members on Design Thinking methodologies and HCD principles Facilitate fast-paced Agile workshops to co-design solution / arrive at ideas by harnessing the expertise of SME’s Experienced in leading all activities using HCD principles in Agile team environments
Overview
13
13
years of professional experience
Work History
Senior Service Designer
UBank
09.2019
Senior Service Designer
UBank, Digital Bank
08.2019
- As a senior service designer, my role includes to understand the customer and employees needs and desires in the digital banking space in all the products that are offered to the customers
- My role involves using qualitative/quantitative design research methods, to understand customers’ needs, optimize customer experience and help the business achieve its strategic objectives
- Key activities include:
- Define scope, develop project plan, establish risk, and issue framework
- Proactive generation of actionable CX insights
- Prioritization of key insights that drive improvements to CX
- Leading service design activities, including user research, contextual inquiry, service blueprinting, mapping of tasks, policies and processes, concept testing and other methodologies
- Identifying and understanding the correct research or service design methods to support decision making
- Mentoring and coaching team members on research / design thinking / conducting brown bag session for UBank
01.2012
- Moved to Australia to pursue 2-year full time MBA program in 2012
Senior CX Designer | Acting Manager
Revenue NSW
01.2019 - 08.2019
Revenue NSW Senior CX Designer | Acting Manager
01.2019 - 08.2019
- As a senior member in the CX team, my role is to lead initiatives of higher complexity to deliver outcomes which are aligned with Revenue NSW values and lead to improved experience for the customers (both internal and external)
- I am also responsible for mentoring people to use design thinking to deliver better outcomes for the customers
- Over the months, I have also taken up the role of acting manager
- Key activities include:
- Lead complex Revenue wide transformation CX design initiatives
- Second in charge for the team and support the management on team based operational functions
- Champion the adoption of design thinking methodology and human center design principals in Revenue
- Lead business tax portfolio and drive the CX initiatives
Customer Experience Designer
11.2016 - 10.2018
nbn
11.2016 - 10.2018
- Customer Experience Design (B2B)
- As CX lead for business segment within nbn, I am responsible for the delivery of customer-centred design programs across end-to-end product development, product lifecycle, strategic change, and innovation in both B2B and Residential segment end users
- I have confidently presented the findings and recommendations to senior management
- My activities include:
- Framing: workshops with stakeholders to define the problems and drive a better end user focused solution
- Discovery: hands-on involvement and management of research and design agencies, to capture insights and develop customer empathy via contextual interviews, focus groups, diary studies and observation
- Synthesis: development of CX insights and design artefacts (journey maps, personas, service blueprints, empathy maps and user journeys) to drive strategies and improvement initiatives
- Ideation: generation of ideas to solve problems through workshop facilitation and stakeholder management
- Prototyping: converting ideas into low fidelity concepts and engaging in user testing
- Measurement: post implementation reviews and monitoring of CX impacts
- Coaching and mentoring to lead high adoption of HCD methodologies
- Achievements:
- As a lead for business segment in nbn, created plan for financial year to achieve the company satisfaction scores
- Created and implemented Business End User scorecard measurement program
- Ran programs in B2B space for the dissatisfied end users to create positive impact on the satisfaction scores
- Created Business customer experience overview for C-level executive in the company
Telstra Process Deployment Specialist, Process Deployment Specialist
06.2016 - 10.2016
- I was responsible to ensure customers get excellent experience and the processes are easy to support that experience
- My activities include:
- Deep dive into customer pain points to understand the avenues to improve internal and external processes
- Work with front line staffs to capture risk, issues, and dependencies with deployment of processes
- Measure and improve engagement of front-line staffs through periodic surveys and initiatives
- Achievements:
- Established a framework to conduct auditing and compliance on process implementation
Senior Customer Experience Specialist
Telstra
08.2014 - 10.2016
08.2014 - 06.2016
- I worked across consumer products to bring world class CX and lead end-to-end CX transformation projects
- Projects:
- End-to-end review of Prepaid Mobile Broadband (PMBB) and identified root cause of high call volumes:
- End-to-end review of Prepaid Mobile Broadband (PMBB) and identified root cause of high call volumes
- Identified key customer pain points through journey mapping, product testing, and analysis of complains & NPS data
- Conducted ideation workshop to arrive at future state of solution and clearly defined benefits
- Achievements: Quick start guide was launched in January 2016 across PMBB range
- Identified root cause of issues related to Prorata and first bill shock
- Identified the problem with Prorata and first bill shock via customer research and journey mapping
- Collaborated with channels and business units to understand customer pain points
- Using design-thinking principles workshopped to arrive at prototype of the first bill and worked to bring required changes.
Asia Consultant
Pepkor South East
07.2014 - 09.2014
- Trades as ‘Best and Less’ and ‘Harris Scarfe’
- Pepkor was looking to expand its operations into international markets, and I was engaged to investigate and recommend potential markets in South East Asian Countries
- Collated a list of potential international markets
- Created a Retail Development Index for each country to identify potential opportunities
CX consultant
Coles Supermarkets, Seasons Apartment Hotel Group
02.2014 - 08.2014
Supermarkets Consultant
Coles
05.2014 - 07.2014
- I was responsible to create new reporting and performance dashboards and insights for meat category
- Coordinated with 10+ stakeholders to develop template for category performance reviews
- Generated templates for insights to help in transition of new reporting processes to BAU
Seasons Hotel Group Marketing CX
02.2014 - 06.2014
- My role was to design new loyalty rewards scheme and increase enrolled customer base
- Enhanced existing loyalty program by doing a analysis on customers to arrive at the usage patterns, requirement, competitive landscape and proposed changed in the offers
- Achievement:
- Launched a new tiered structure in the existing loyalty program to reward the frequent visitors
Australian Consumer, Retail & Services
06.2013 - 06.2014
Customer Experience Intern
ACRS
06.2013 - 06.2014
- I was responsible for conducting research and generating retail insight reports
- Prepared reports on multi-channel retailing and consumer behaviour in the automotive industry
- Researched and reported on customer loyalty programs and best practice for loyalty program options
- Professional
Marketing Consultant
Frankston Toyota
08.2012 - 06.2013
Services Consultant
ICRA Management Consultancy
01.2011 - 12.2011
- Client management, creating and delivering presentations and reports to clients
- Conducted feasibility studies, competitor analysis, and due diligence for large infrastructure projects
Strategy Consultant
06.2006 - 12.2011
- Five (5) years in India
Services Consultant
Tata Consultancy
08.2009 - 12.2010
- Project management and development of the Disaster Risk Management effort in Mumbai
Young Associate Consultant
Ernst
01.2008 - 07.2009
- Part of the E&Y team helping state government to attract Foreign Direct Investment
- I successfully identified, contacted, and received commitment for investment in Large Infrastructure projects
IDC Business Analyst
IL & FS
06.2006 - 12.2007
- Conducted feasibility studies, competitor analysis, and due diligence reports for large infrastructure projects
- Responsible for proposals, preparing client pitches, and growing existing accounts 2
Education
Effective communication- UBank -
Training in ‘seven habits of highly effective people’- Revenue NSW - undefined
Revenue NSW - undefined
undefined
System Thinking – - undefined
MBA- Master of Business Administration - undefined
Monash University
2013
master’s - urban & Regional Planning
CEPT University
2006
Masters - Geography
Delhi School of Economics
2004
Bachelor of Arts - Geography
Delhi University
2002
Skills
- Mockups and Prototypes
- eXtensible Stylesheet Language Transformations XSLT
- Presentations and Demonstrations
- CATIA V5
Timeline
Senior Service Designer
UBank
09.2019
Senior Service Designer
UBank, Digital Bank
08.2019
Senior CX Designer | Acting Manager
Revenue NSW
01.2019 - 08.2019
Revenue NSW Senior CX Designer | Acting Manager
01.2019 - 08.2019
Customer Experience Designer
11.2016 - 10.2018
nbn
11.2016 - 10.2018
Telstra Process Deployment Specialist, Process Deployment Specialist
06.2016 - 10.2016
Senior Customer Experience Specialist
Telstra
08.2014 - 10.2016
08.2014 - 06.2016
Asia Consultant
Pepkor South East
07.2014 - 09.2014
Supermarkets Consultant
Coles
05.2014 - 07.2014
CX consultant
Coles Supermarkets, Seasons Apartment Hotel Group
02.2014 - 08.2014
Seasons Hotel Group Marketing CX
02.2014 - 06.2014
Australian Consumer, Retail & Services
06.2013 - 06.2014
Customer Experience Intern
ACRS
06.2013 - 06.2014
Marketing Consultant
Frankston Toyota
08.2012 - 06.2013
01.2012
Services Consultant
ICRA Management Consultancy
01.2011 - 12.2011
Services Consultant
Tata Consultancy
08.2009 - 12.2010
Young Associate Consultant
Ernst
01.2008 - 07.2009
Strategy Consultant
06.2006 - 12.2011
IDC Business Analyst
IL & FS
06.2006 - 12.2007
Effective communication- UBank -
Training in ‘seven habits of highly effective people’- Revenue NSW - undefined
Revenue NSW - undefined
undefined
System Thinking – - undefined
MBA- Master of Business Administration - undefined
Monash University
master’s - urban & Regional Planning
CEPT University
Masters - Geography
Delhi School of Economics
Bachelor of Arts - Geography
Delhi University