Consumer Behavior Innovation Travel
Sai Laukya Pulakurthi
CX Consultant
Hyderabad,TS
Summary
CX and service design expert with best practice knowledge & product experience. I am working on projects in the full customer lifecycle, defining target audiences and value propositions, as well as designing journeys that drive acquisition, engagement, and retention. I like to use design thinking and strategic frameworks to breakdown the complexity in problems and then figure out which ones have a potential high impact.
I focus on solving user needs in alignment with business case through simple action plans, excellent collaboration with stakeholders across disciplines. I work with a balance of empathy and analytical skills, striving to understand friction points to further drive enhancements that generate measurable impact.
Overview
3
3
Languages
9
9
years of professional experience
Work History
Assistant Professor
KL University
01.2026 - Current
- Collaborated with early-stage startups within the university ecosystem, and led end-to-end customer experience strategy for early-stage startups, from identifying target audience segments to shaping product and service offerings.
- Conducted customer discovery and persona development, translating user insights into actionable product features and value propositions.
- Defined and optimized user journeys (acquisition → onboarding → retention) to improve customer engagement and lifecycle experience.
- Drove customer-centric product development by leveraging user research, behavioral insights, and journey mapping across multiple startup initiatives.
- Advised startup teams on aligning customer needs with business goals, contributing to stronger product-market fit, and growth direction.
CRO Specialist (CX Designer)
Tatvic Analytics
10.2022 - 05.2023
- Analyzed user behavior and digital journeys to identify conversion bottlenecks and recommend data-driven CX improvements, enhancing funnel performance.
- Collaborated with cross-functional teams to execute A/B testing and UX optimization strategies, improving user engagement and retention.
- Worked with multiple clients, and successfully pitched and converted three accounts (including one high-value client), contributing directly to business revenue and client acquisition.
UX Designer
Devpixel
06.2021 - 09.2022
- Redesigned HR processes for an international real estate client, reducing turnaround time by approximately 65–75% through workflow optimization and process restructuring.
- Led Salesforce onboarding and implementation support, aligning business operations with platform capabilities to improve efficiency, data flow, and team productivity.
- Operated in a cross-functional role spanning CX, operations, and marketing, including managing digital campaigns for a company-owned sports brand, enhancing engagement and brand visibility.
Associate Designer
Indian School of Business (ISB)
02.2020 - 04.2021
- Managed digital media initiatives for the admissions team, driving lead generation and candidate engagement across online channels.
- Contributed to campaign strategy and execution during COVID-19, resulting in a 38% increase in qualified leads, despite market constraints.
- Analyzed campaign performance and user behavior to optimize targeting, messaging, and conversion funnels.
UX Resercher
Greenlantern Solutions
08.2017 - 09.2018
- Conducted user research through interviews, surveys, and usability testing to uncover user needs, pain points, and behavioral patterns.
- Synthesized research findings into personas, user journeys, and actionable insights, informing design decisions, and improving overall user experience.
- Collaborated with designers and stakeholders to translate research insights into intuitive, user-centered solutions.
Education
Master in Design - Design Thinking
Cranfield University
Bedfordshire, UK09.2019
Bachelor's in Design - Visual Communication
Sushant School of Design
Gurugram08.2017
Skills
Customer Experience (CX) Strategy
Conversion Rate Optimization (CRO)
Service Design & Journey Mapping
Stakeholder Communication & Consulting
User Research & Insights
Product Thinking & Problem Solving
Interests
Human Psychology Product Thinking Startups
User Behavior Strategy Culture
Timeline
Assistant Professor
KL University
01.2026 - Current
CRO Specialist (CX Designer)
Tatvic Analytics
10.2022 - 05.2023
UX Designer
Devpixel
06.2021 - 09.2022
Associate Designer
Indian School of Business (ISB)
02.2020 - 04.2021
UX Resercher
Greenlantern Solutions
08.2017 - 09.2018
Master in Design - Design Thinking
Cranfield University
Bachelor's in Design - Visual Communication
Sushant School of Design