Viveka Nand Singh

I have successfully built and led the development of Connect+ from 0 to 1, a cutting-edge customer engagement, retention, and loyalty platform. Connect+ is a multi-tenant, API-driven solution that provides loyalty services to clients with a well-designed, white-label HCD-driven UI, supporting customization and configuration to fit diverse client needs.

Key capabilities of Connect+ include:

• Offer Management – Enables internal offer creation and external affiliate partnerships to provide a rich ecosystem of deals.
• Personalization and Analytics – Supports user-driven personalization, campaign management, reporting, and dashboarding.
• Strategic Partnerships – Integrated with key partners to offer cinema codes, event and theater tickets, travel services, insurance, and gamified offers.
• Core Features – Supports tiering, segmentation, membership management, payments, CTA click capture, rules configuration, data ingestion/extraction, and NPS surveys.
• Customer Experience – Empowers users to register, browse offers, activate/redeem rewards, make purchases, receive cashback, and track usage history seamlessly.

Additionally, I have built and led the development of the AST (Agent Support Tool), designed to enhance customer support efficiency. Enables agents to -

• Manage queries, transactions, reports, and offer activations.
• Raise and track service requests (SRs) across various use cases.

With a passion for client-centric solutions, I ensure that products not only meet business goals, but also enhance user engagement and retention. My expertise lies in driving product vision, managing end-to-end execution, collaborating with cross-functional teams, and ensuring successful go-to-market strategies.

Successfully delivered loyalty solutions for major clients, including NWG Bank (UK and Ireland), Santander Banking Group (Spain), British Gas (UK), Vodafone (UK), and C&A Retail (Europe).

• Connect now supports over 5 clients, with a growing customer base of more than 12 million users, and has achieved an exceptional click rate of over 30% for email campaigns, significantly surpassing industry benchmarks.
• Continuously enhanced product capabilities, introducing personalized offers, cashback payouts, gamification features, and an intuitive, user-friendly onboarding experience to boost engagement.
• Successfully spearheaded multiple client rollouts, ensuring seamless implementation of configurable and scalable product features tailored to business needs.
• Led backlog refinement, sprint execution, and cross-functional collaboration, driving product evolution while aligning with client expectations and market trends.

My expertise lies in delivering data-driven, customer-centric solutions, optimizing product functionality, and ensuring smooth product adoption across diverse industries.

• Led product development and strategic enhancements for U.S. HRM/Payroll solutions (PeopleSoft, Vantage, WFN), ensuring seamless API integrations with industry-leading platforms like Workday, Fidelity, SAP, Oracle, and SuccessFactors.
• Managed and mentored a team of six Business Analysts, overseeing daily stand-ups, project planning, backlog management, and issue resolution while fostering a collaborative, high-performance team culture.
• I drove requirement gathering and stakeholder alignment, ensuring business standards compliance, proactively identifying complexities and constraints, and providing strategic guidance to optimize solutions.
• Owned business specification documentation, business plans, and SOWs (Statements of Work), ensuring clarity, feasibility, and successful project execution while meeting client expectations and regulatory requirements.

• Supported Open Bank (Spanish Bank) in its digital transformation, contributing to the development of Digital Web, Digital Mobile, Open Young, Insurance, Loans Processing, and Expense Analytics features.
• Led requirement gathering and backlog management, ensuring clear documentation, user story creation, estimation, and prioritization to align product features with business objectives.
• Facilitated daily stand-ups, client discussions, backlog grooming, and integration planning, collaborating with mobile app teams, and conducting retrospectives and production readiness reviews to optimize project delivery.

Worked closely with development and QA teams to assess effort estimates, refine business requirements, and finalize sprint scope, ensuring smooth execution, and high-quality feature releases.

• Collaborated with Vodafone UK telecom client to analyze and manage an integrated Oracle-based ecosystem, including CRM, BRM, AIA, FMW, ODI, and network systems built on a web services infrastructure.
• Conducted impact analysis for new feature implementations, identifying design gaps and assessing interactions between integrated components to ensure seamless functionality.
• Authored Business Requirement Documents (BRD) and Functional Requirement Documents (FRD) facilitated stakeholder walkthroughs and led test analysis reviews for client approvals.
• Prepared and published Closure Reports for management and client sign-off, ensuring a structured and documented project completion.