Kritika Narayana

Razorpay's merchant Application

• Led primary research initiatives to identify targeted merchant segments in the Indian market, their distinct pain points and preferences as an acquisition strategy.
• Implemented key success metrics, including conversion rates of targeted merchant segments and app engagement metrics, to effectively evaluate and optimize the performance of the merchant app

UPI Experience Enhancement

• Led a 3-month program focused on improving merchant experience
• Achieved a reduction of ~21% of transactions leading to poor merchants experience and ~ 32% reduction of MTUs having bad experience

Offline product offering integration on Razorpay Website

• Product managed the integration of offline payment offering with current Razorpay website
• Improved lead generation by 20~ and reduced bounce rate by ~10%

Payment Product Feature Enhancement

• Partnered with product and design team for the implementation of a feature in the current payments product
• Devised key success metrics for tracking the success of the feature and created SOPs/guiding documents. Achieved reduction in customer churn by ~ 18%

Cross-border and International Strategy

• Identified the key geographical jurisdictions Razorpay must enter into based on parameters like market lucrativeness, market size etc.
• Did primary and secondary research to understand the key licensing requirements across the globe and developed a detailed plan for Razorpay
• Led a strategy project to identify profit opportunities in diverse industries for India and international markets

Project Manager-Leading South African Telecom

• Built a framework to monitor customer satisfaction across different stages by defining the customer value journey model for mobile consumers
• Developed a cost to acquire and retain model for mobile division and identified areas of potential savings, contributing to a reduction of ASPU by 5%
• Identified significant revenue enhancement opportunities across various mobile revenue streams leading to a revenue saving of ~ INR 25 M

Strategy Consultant- A multinational FMCG

• Identified ways to solve current operational challenges to bring in sustainable standardization and adaptability
• Contributed towards capacity optimization and built a framework to standardize categorization of business user requests

• Identified ways to enhance end to end customer experience and reduce overall cost by reducing AHT and increasing customer satisfaction for pilot clients
• Built capacity models for resource planning and and cost optimization for the back-office operations teams across multiple locations in the US

Management Trainee| Competitive Intelligence

• Provided strategic support to sales and marketing teams through competitor analysis