Rahul Sharma
User/ Consumer/ People/ Human/ Digital Experience Professional
Pune,MH
Summary
Visionary Digital CX Leader with 13+ years of experience evolving from hands-on UX research to enterprise-scale product leadership. Proven track record in driving digital transformation, leading cross-functional teams, and delivering innovative solutions in fintech, agri-tech, and e-commerce sectors. Expertise in UX/CX differentiation, product leadership, data analytics, and operational mastery.
Core Competencies
- UX/CX Strategy & Implementation
- Product Leadership & Roadmapping
- Agile & DevOps Methodologies
- Data-Driven Decision Making
- Stakeholder Management
- Team Building & Mentorship
- Budget Forecasting & Optimization
Overview
12
12
years of professional experience
1
1
Language
Work History
National Lead – Digital CX & UX
Bajaj Finserv
07.2023 - Current
- Led digital experience transformation initiatives across a seven-company ecosystem, managing a 22-member cross-functional team.
- Established practices in UX research, design, experience analytics, and UX content team.
- Architected real-time customer journey dashboards, reducing CX friction points by 40% quarter-over-quarter for 31.2 million monthly active users.
- Drove the implementation of an ML-driven personalization engine based on CX Data and created design which leads to, increasing cross-sell conversion by 28% for lending products.
- Authored the 2024-26 Product Vision document, securing ₹75 crore+ executive buy-in for AI chatbot rollout.
- Negotiated vendor contracts, achieving 22% cost optimisation.
- Mentored eight UX researchers / Twelve UX Designers / Seven Product Designers, / Three CX analysts into product owner roles, with three promoted to senior lead positions.
- Spearheaded the UX-security collaboration model, cutting vulnerability resolution time by 63%.
Head of Design
Critical River
01.2020 - 07.2023
- Delivered $6.8M revenue through redesigns for global clients, including Infineon Semiconductors, RAK BANK, Nakheel, Jordan Kuwait Bank and Uber Finance.
- Reduced fiction into the loan approval process with UX from 23s to 9s for RAK Bank.
- Built client-facing analytics portal (React/Node.js) reducing status meetings by 70%.
- Assist the Product team in building an IT component library by designing a design system that has aided the client in migrating it to a PWA.
Head of UX Research and Consumer Behaviour
Waycool Foods Pvt Ltd
01.2016 - 01.2020
- Optimized Digital Design for India’s largest agri-tech supply chain platform serving 150,000+ farmers and 20,000+ retailers.
- Increased farmer platform adoption by 42% through localized vernacular interfaces.
- Reduced perishable waste tracking errors by 35% via IoT-integrated mobile apps.
- Implemented voice-based UX prototypes in 12 Indian languages, improving digital literacy for 55+ age cohort farmers by 68%
UX Design Researcher
Augray
10.2012 - 12.2015
- Pioneered a mobile ethnography toolkit adopted by 62% of UAE mall retailers.
- Authored the "Conversational AI Playbook," referenced by ENBD, Carrefour, Athene, and DXB Airports.
- Conducted usability tests, competitive analysis, comparative analysis, and other research for clients including Emirates, Emaar, Airtel (SA), Schnucks, and Suok.com (now www.amazon.ae).
Education
Master of Design - Mobility
IIT Bombay
Mumbai 04.2001 -
BTech - Computer Science
IIT Delhi
Delhi 04.2001 -
Skills
UX Director Skills and CompetenciesTools & Platforms
Figma & Sketch
Medallia (Experience Management)
Hotjar (Analytics)
AI Eye-Tracking Tools
User Research & Insights
Usability Testing & User Analytics
Data-Driven Decision Making: Using A/B testing, UX metrics, and data analysis to inform design decisions and validate changes, ensuring choices are backed by evidence
Customer Feedback Analysis: Integrating voice-of-customer programs (NPS, CSAT) and feedback platforms into the design process to align products with user needs (eg Medallia insights)
Design & Prototyping
Wireframing & Prototyping
Interaction Design & Information Architecture
Design Systems & UI Standards
Accessibility & Inclusive Design
Methodologies & Frameworks
Agile & Lean UX
User-Centered Design & Design Thinking
Six Sigma Black Belt (Process Improvement)
Design Thinking & Lean UX
Team Leadership & Scaling
Cross-Functional Collaboration
Stakeholder Communication
Strategic UX Vision & Product Strategy
Timeline
National Lead – Digital CX & UX
Bajaj Finserv
07.2023 - Current
Head of Design
Critical River
01.2020 - 07.2023
Head of UX Research and Consumer Behaviour
Waycool Foods Pvt Ltd
01.2016 - 01.2020
UX Design Researcher
Augray
10.2012 - 12.2015
Master of Design - Mobility
IIT Bombay
04.2001 -
BTech - Computer Science
IIT Delhi
04.2001 -