Sarah Philiph

Product Manager for Roleplay fka ALBA, an award-winning in-house developed CNX proprietary AI Trainer BOT. Agentic Powered Roleplay Experiences as part of the iXHero Product Suite, a breakthrough solution designed to onboard, upskill, and certify customer-facing teams at scale..

Roleplay is a chat and call simulator that replicates real-world customer interactions, empowering users to practise and refine their skills in a realistic, risk-free environment.

Completed SAFe® Product Manager certification in 2025

• Product Strategy & Vision: Spearheaded the end-to-end product vision & strategic roadmap for Roleplay. Define the long-term vision & USP’s for Roleplay & align with organisation objectives
• Feature Execution: Partnered with product engineering teams to scope & develop features, ensure all product releases are deployed as per the roadmap, prioritize the product backlog & rapidly resolve the system issues
• Client Showcasing: Delivered technical product demos to CNX & external clients globally to drive enterprise client adoption & commercial GTM opportunities
• Global Product Support: Worked with CNX stakeholders & geo POC’s globally for Roleplay product support, new deployments, ROI & technical troubleshooting, conducting UAT for all new releases
• Data & Analytics | Product User Reviews: Review end user feedback for Roleplay, share the user feedback & recommendations with the Development team & product owners for feature enhancements
• Customer & Market Research: Conduct product benchmarking to analyse market trends, competitors to identify new opportunities & features that meet current market demand

• WRT Training Delivery
• New Hire Training Design & Learning Strategies - Responsible for planning, organizing & execution of Training for New Hire batches on V&A & Soft Skills / Process Training & customer service metrics.
• Onboarding the new hires and process orientation / overview on Day 1 of training.
• Responsible for the new hires' performance management by effective coaching and feedback techniques. Observe and evaluate trainee performance during real time training sessions, providing coaching and developmental feedback & to facilitate transition of employees from training to the work environment, ensuring sufficient competency levels.
• Supporting transition of new hires to meet operational requirements within 0-2 months by strategic implementation of reducing learning curve by suggesting changes in training and hiring practices.
• Responsible for handling a team of Lead Trainers and responsible for their performance management and to ensure that that the key training and operations KPI’s are met for self and the team.
• Conduct audits and feedback for the floor with the objective of improving the key client customer service and C-SAT metrics.
• Ensure continuous improvement in training strategies to meet and improve client C-SAT score
• Drive exceptional customer service environment for employees
• Drafting Floor health trends and working out Training Needs Analysis as per the audits observations basis which the TNI & refreshers are planned and executed.
• To evaluate the impact & efficacy of the Training programs, Training methodologies in use, on an ongoing basis.
• Conducting TTT for new trainers on Process Training / Facilitation Skills / Soft Skills Concepts / Coaching & Feedback Skills
• To identify the training and development inputs required and design effective Training interventions to achieve business objectives in collaboration with the key business stake holders.
• Plan and publish the Training & Refresher calendars.
• Drive Change Management updates for the floor
• Content creation KRA’s: Design training content & self learning modules for the various learning program basis TNA.
• Identifying, Conceptualizing, designing topics of content development as per the key KPI’s and business requirements
• To ensure all training manuals are up to date, so as to meet the business objectives effectively.
• Design surveys for the employees to derive the TNI for implementation of learning Programs
• Designing projects for internal process improvement.
• Partnering and driving cross location projects
• Ensure Trainer / Team Alignment and schedule adherence for the team.
• Spearheading Client calls and Calibration sessions on behalf of the team.
• Spearheading the Weekly / Monthly Review Meeting with Operations.
• Conducting Calibration Sessions on a fortnightly basis with Operations & Quality team.
• First level profile screening at the recruitment stage on communication skills.
• Key involvement in designing training material and providing a Training Overview in case of a Business Pitch
• Ensure adherence to the BPMS documents and maintain all MIS for the above activities from an audit & compliance standpoint.

• Delivered V&A training programmes for new hire batches, ensuring effective onboarding and skill development.
• Training Needs Analysis – Gauging the performance trends and working on training solutions to eliminate areas of concern.
• Analysed floor health trends and conducted training needs analysis based on observations, identifying key areas for targeted training.
• Monitored internal calls and provided individual feedback on V&A and C-SAT metrics, fostering continuous improvement.
• Oversaw BQ and MQ management for assigned pool, enhancing operational efficiency.
• Working on MIS (WRM Deck, Touch point Decks)
• Attending Client Call Calibration sessions.

• Coordinated travel arrangements to ensure timely and cost-effective solutions for clients.