Bandit Swain
Summary
Experienced with driving product development from concept to launch, ensuring CX alignment with market needs. Utilizes agile frameworks to streamline processes and enhance team productivity. Track record of leveraging data analytics and user feedback to refine product offerings.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Digital Product Manager
Integrated Supply Chain COE
02.2023 - Current
- Drove Digital Transformation strategy for the Make division to improve operational productivity
- Connected Worker | Managed the product with vision of making the factory paperless for ~36 out of 135 sites until now and gave back 10 hours on average per month per site into production
- Increased adherence to the AkzoNobel standards and reduced time spent on manual tasks by ~2 hours per shift
- Lead the product lifecycle for assigned digital products, from ideation and strategy to development, launch, and optimization, with a focus on increasing productivity
- Conduct user research and analysis to identify customer needs, opportunities for increased manufacturing productivity, develop data- driven product roadmaps and prioritize features based on business value and customer impact
- Driven change management across sites with the help of Digital talks, Community meetings, Newsletters, Blog posts and Analytics
- Collaborated with Regional digital leads, Manufacturing head, Cluster CI leads to strategizing growth plan for digital products
- Key engagements:
- Connected Worker | Launched across 30+ sites
- Taken adoption to 85%, Avg
- Process maturity at 87%
- O Achieved ~10K Euro savings per site per year during the growth phase
- O Developed product strategy and customer experience blueprint for Connected Worker using competitive analysis and market trends
- O Define and validate offer value proposition (business model & GTM)
- O Spend time with customers and stakeholders to define value drivers
- O Driven KPIs like WAU, Deviation Free Processes, Equipment Uptime and Adoption rate o Created seamless user experience, enhanced discoverability, and developed a robust feedback loop for the users using design thinking
- O Initiated GTM plans to acquire ~66% of the interested sites per month using blog posts, newsletters, and digital talks
- Digital MDI 1.0| Migrating to 2.0 | first digital product to reach 65 sites (~40% of total sites) o Conducted user research and written feature requirements to establish CSAT score of 75
- O Conducted customer discovery through in-depth interviews and done site visits to understand user behavior
- O Co-designed the product’s 2.0 version along with the supplier by using design thinking methodologies.
Customer Service & Loyalty
Priceline
06.2022 - 01.2023
- Customer Experience
- Key achievements:
- Retained 15% of detractors from premier customers segment through customer service tiers based on CSAT scores
- Increased First Call Resolution (FCR> ~66% by redesigning service script & scaling the chatbot to reduce ~10% of the customer queries
- Managed Hotel and Air business for Priceline from Customer Experience point of view and was completely responsible for NPS metric
- Key client engagements:
- CX Strategy | Delivering on brand promise of providing best in class experience across travel choices
- O Identified retention opportunities across premium and mid class customer segments through RFM and CLTV models
- O Designed a detailed blueprint for CX strategy in customer service and loyalty leading to a CSAT of 65
- O Enhanced the search experience and engagement on the Priceline mobile app & website through AB testing and user research
- O Redesigned customer service script, training methodology based on secret shopping feedback
- O Driven KPIs like MAU, MTU, Queries through chat-bot, service cost management
- Customer Retention | Blueprint for retaining value added customer segment i.e
- Premier and mid-tier
- O Conducted review of existing marketing activities in the loyalty area to identify interventions and achieved 15% retentions
- O Devised BTL marketing solutions focused on premier and mid-tier customers based on their travel history, RFM and CLTV
- O Defined Marketing effectiveness KPIs in the loyalty segment to showcase growth
- Strategic Partnership | Partnered with Agoda to channel 25% of their customer service queries instead of their bot API solution.
Product Manager
HSBC, Cards Product
06.2019 - 06.2022
- Assisted in launching 2 credit cards across Malaysia and Manilla market
- Identified cross-sell opportunity in advance and premier segment across MENA market
- Key engagements:
- Assessed financial viability of launching credit cards across product segment in Southeast Asia market (CoRWA>ROTE)
- Constructed risk appetite models for various credit cards portfolio to absorb 2x customers in T2 & T3 risk segment
- Arrived at 15% of 2Bn wealth investment opportunity for 35% of advance and premier customer reducing their liability balance
- Increase personal loan conversion rate up to 40% using loan propensity model.
Business Consultant
Applied Materials, Business Insights Management, Sn, Consulting
02.2017 - 05.2019
- Lifted profitability by 17% by identifying opportunities in reducing inventory cost after liquidating refurbished parts
- Key engagements:
- Identified unused refurbished part inventory which in turn reduced the operating cost in service contracts and led to 17% profitability
- Led the project of executing reverse value chain which saved 200 million worth of IP parts per year.
Business Consultant
Cerner
11.2015 - 02.2017
- Lifted Interruption Free Time from 92% to 95% by using proactive monitoring based on Statistical Process Control
- Key engagements:
- Created a near real time monitoring mechanism based on SPC to improve IFT by 3% in a year
- Assisted in designing a recommendation model for proactively suggesting solutions to software crashes at hospitals.
Business Consultant
Harman Connected Services | Price & Trade Advantage, Circana
07.2013 - 10.2015
- Ran pricing simulation models for retail chains across USA and submitted analysis reports
- Provided advisory services like Market Mix Models based on Point of sale, Panel, Media data from Circana
- Product Lifecycle Management
- New Product Development
- Proof of concept research
- Customer Journey Mapping
- CX Strategy
- Customer Experience Management
- Digital Transformation
- Design Thinking
- Market Research
- Competitive Analysis
- Business Analysis
- Customer Retention Marketing
- Key Account Management
- Google Analytics, Microsoft Clarity, Hubspot Email Marketing
- R, Knime Analytics, Minitab
- Tableau, Qlik sense
- Qualtrics
- Google Cloud, SQL, SAS
- Figma, Amplitude
Education
MBA - Business Administration And Management
Indian Institute of Management Indore
Mumbai03-2023
Bachelor of Technology - Information Technology
Bhubaneswar Engineering College
Bhubaneswar05-2012
Skills
- SKILLS
- Data-driven decision making
- Market research analysis
- Product lifecycle management
- Wireframing and prototyping
- Conversion rate optimization
- Customer segmentation
- Customer journey mapping
- Competitive analysis
- A and B testing
- Business model innovation
- Digital marketing strategies
- Innovation management
- Voice of customer analysis
- Product launch execution
- Problem-solving
- Strategic planning
- Market trends analysis
- Analytical thinking
- Design thinking
Certification
- Email Marketing Certification – HubSpot Academy.
- Certified Design Thinking Professional - CertiProf
- Customer Experience Management - Udemy
- Digital Marketing Professional - Internshala
- Lean Six Sigma Green Belt - KPMG
Timeline
Digital Product Manager
Integrated Supply Chain COE
02.2023 - Current
Customer Service & Loyalty
Priceline
06.2022 - 01.2023
Product Manager
HSBC, Cards Product
06.2019 - 06.2022
Business Consultant
Applied Materials, Business Insights Management, Sn, Consulting
02.2017 - 05.2019
Business Consultant
Cerner
11.2015 - 02.2017
Business Consultant
Harman Connected Services | Price & Trade Advantage, Circana
07.2013 - 10.2015
- Email Marketing Certification – HubSpot Academy.
- Certified Design Thinking Professional - CertiProf
- Customer Experience Management - Udemy
- Digital Marketing Professional - Internshala
- Lean Six Sigma Green Belt - KPMG
MBA - Business Administration And Management
Indian Institute of Management Indore
Bachelor of Technology - Information Technology
Bhubaneswar Engineering College