Hi, I’m
Sanjana Tandon
Senior Product Manager
Chennai
Summary
Dynamic and outcome-driven professional with a proven track record of leading large-scale customer experience, digital transformation, and operational excellence initiatives across diverse industries. Skilled in translating business strategy into data-driven execution, blending customer insight, technology, and process design to deliver measurable growth and efficiency.
Recognized for architecting omni-channel customer journeys, launching new business lines, and driving automation to enhance satisfaction, retention, and profitability. Adept at managing cross-functional teams, partner ecosystems, and complex stakeholder environments with a focus on innovation, transparency, and sustained value creation.
Demonstrated success in boosting customer loyalty scores, reducing turnaround times through AI and workflow automation, and building scalable governance structures to support organizational agility. Known for strategic communication, board-level storytelling, and aligning customer experience transformation with enterprise goals.
Overview
9
years of professional experience
Work History
Star Health Insurance
Senior Product Manager - Customer Experience
01.2023 - Current
Job overview
- CX Leadership:
Spearheaded the entire Customer Experience portfolio — spanning new customer onboarding, claims experience, and AI-driven renewals and support — to establish a unified, digital-first service ecosystem. - New Business Growth (B2C & B2B2C): Launched the B2C travel segment for Star Health Insurance (Domestic & International), onboarding 1.5 lakh new customers into the insurance ecosystem. Led B2B embedded insurance integrations with IDFC, AU Small Finance, IPPB, Bank of Baroda, and PNB, bringing 3 lakh+ customers under Star Health through seamless bank-partner journeys
- Product Innovation & Revenue Expansion:
Conceptualized and launched India’s first personalized add-on strategy at renewal — introducing byte-sized ₹400 add-ons for accident and outpatient care. Drove the sale of 2 lakh new add-on policies, increasing policy density per family from 1.2 to 1.8. - Voice of Customer (VOC) Transformation:
Built the company-wide VOC program from the ground up, integrating feedback loops across all customer touchpoints.
Result: Boosted NPS from 42 (Q4 FY25) to 61 (Q2 FY26) through automation, CX design, and operational excellence. - Operational Efficiency & Automation:
- Implemented rule-based underwriting automation, ensuring 99% renewals processed within 5 minutes and 78% new policies issued within 2 hours.
- Introduced refund-to-source automation, cutting refund TAT from 23 days to ≤7 days.
- Transparency & Customer Trust:
Enabled real-time claim tracking on web and mobile apps via push notifications, empowering customers with accurate, live claim updates. - AI-Driven Claims Modernization:
Automated claims adjudication using OCR-based document verification and ML-based rule engines, reducing pre-authorization TAT from 1 hour to 1 minute and final settlement TAT from 6 hours to 3 hours. - Digital Contact Center Transformation:
Migrated legacy dialer from Convox to Odometer, deployed IVR Voice-Bot, and achieved ₹1.2 Cr annual savings through manpower and infra optimization. - Renewal Retention Uplift:
Introduced BOT-based renewal calling for 80L customers, increasing renewal connectivity and retention by 0.3%, generating ₹45 Cr incremental revenue. - Salesforce PMO & Governance:
Co-led enterprise-wide Salesforce Service/Sales CRM rollout, defining OKRs, prioritization cadences, and agile pods (Renewals, Claims, CS, Branch Ops, EMI). - Strategic Communication & Leadership Support:
Authored board-level narratives and CEO-office decks on “Digital CX Priorities” and FY26: The Year of the Customer, aligning transformation outcomes with organizational vision.
ZestMoney
Product Manager - Partner Experience
09.2019 - 11.2022
Job overview
- Partner Experience & Ecosystem Ownership
Led the Partner Products & Portal roadmap — covering onboarding, data management, dynamic pricing, and co-sell tools — to deliver a unified experience for payment partners, app developers, and distributors. Improved overall partner satisfaction by 22% QoQ and reduced onboarding cycle time by 45%. - Partner Data Management System (PDMS)
Designed and launched the Partner Data Management System, empowering partners to self-serve for profile updates, settlement configuration, and API credentials. Achieved +80% merchant self-serve usability and −70% support tickets, freeing up ops bandwidth and improving SLA adherence. - Onboarding & KYC Transformation
Revamped the partner onboarding and RBI-compliant KYC flow, digitizing verification and automating exception handling. Delivered +66% throughput, +22% conversion uplift, and ensured 100% compliance alignment with regulatory audits. - Payment Gateway Migrations
Orchestrated three major payment gateway migrations (Razorpay, Cashfree, PayU) with zero downtime, strengthening platform reliability and contributing to +18% GMV growth in core categories. - Dynamic Pricing Platform & APIs
Built dynamic pricing dashboards and APIs across 50K+ merchants, enabling real-time margin configuration and campaign visibility. Generated 4 Cr annual margin impact and reduced pricing TAT by 40%. - Instant BNPL Product Launch
Co-launched Instant BNPL for Fashion & Lifestyle merchants, integrating instant approval logic and pre-approved line usage. Exceeded monthly sales targets by 20% and achieved +30% MoM revenue growth in pilot cohorts. - Friction & Quality Management
Established a Friction Log Framework to triage partner issues, prioritize fixes, and close feedback loops. Resulted in 25% faster ticket resolution and 17% improvement in onboarding completion rate. - Feature Delivery & UAT Leadership
Managed UAT cycles for six major releases, maintaining - Data-Driven Product Insights
Conducted quantitative funnel analysis and user research to identify friction points. Partner activation improved from 68% → 84% within two quarters. Insights fed into roadmap reprioritization and partner success playbooks. - Cross-Functional Collaboration
Partnered with Risk, Compliance, Business Development, and Engineering to define end-to-end partner lifecycle. Maintained Partner NPS >60, launched new data APIs, and improved governance dashboards for leadership visibility. - Documentation & Governance
Authored user stories, PRDs, and API docs; established documentation standards that improved sprint velocity by 18% and reduced onboarding time for new team members by 30%.
Tech Mahindra
SDE 1
07.2016 - 12.2017
Job overview
- Enterprise Application Development (Java | Spring Boot | React | SQL)
Designed and developed microservice-based modules for claims processing and provider onboarding in a U.S. healthcare client project. Optimized API performance, cutting average response time by 42% and improving system uptime to 99.8%. - U.S. Healthcare Claims Project – “CareSync 360”
Built secure backend services for claims validation and adjudication using Spring Boot, Hibernate, and PostgreSQL. - Automated eligibility and ICD-10 code validation flows, reducing manual claim errors by 30%.
- Integrated HL7 / FHIR APIs for interoperability with provider systems.
- Enabled HIPAA-compliant audit logging and encryption, achieving 100% compliance during client audit.
- Full-Stack Feature Implementation (React + REST APIs)
Implemented responsive front-end dashboards for operations teams using React JS and Bootstrap. Enhanced data-visualization UX, resulting in 20% faster claim triage and improved user adoption. - Automation & CI/CD Deployment (Jenkins | Git | Docker)
Streamlined build and deployment pipelines by introducing CI/CD workflows with Jenkins and Docker containers, reducing deployment time from 45 min → 10 min and eliminating manual configuration steps. - Agile Collaboration & Delivery (JIRA | Confluence | Scrum)
Partnered with cross-functional teams—QA, DevOps, Business Analysts—to translate healthcare compliance requirements into sprint deliverables. Maintained 95% on-time sprint velocity with zero critical regressions. - Debugging & Production Support (Postman | New Relic | Splunk)
Resolved critical production defects using log tracing and APM tools, reducing incident turnaround by 35% and improving customer SLA adherence. - Documentation & Knowledge Management
Authored detailed API documentation, ER diagrams, and test cases to standardize development practices; reduced onboarding time for new engineers by 25%.
Education
Chitkara UniversityChandigarh, India
B.E. from Computer Science Engineering
01.2016
Skills
Product Management
Timeline
Senior Product Manager - Customer Experience
Star Health Insurance
01.2023 - Current
Product Manager - Partner Experience
ZestMoney
09.2019 - 11.2022
SDE 1
Tech Mahindra
07.2016 - 12.2017
Chitkara University
B.E. from Computer Science Engineering