poojasarkar

Pooja is a meticulous, results-driven business leader with over 24 years of experience in Customer Service, Artificial Intelligence, Digital and Business Transformation and Customer Experience Management across Banking, Telecommunication and Airlines industries respectively.

She has worked as Chapter Lead - Digital Product Owner across multiple Digital Tribes: Digital Cash Solutions (DCS) and Self Care & Internet Banking at ANZ Bank. Prior to this, she has been leading a leadership role within for Idea Cellular Ltd. (one of the Top 25 Global Telecom companies and part of Aditya Birla Group) which is re-defining the rules of Customer Engagement and achieving Service Excellence. She is adept in leveraging innovation, industry practices and cross functional collaboration to achieve greater synergies at work.

Career Highlights:
• Defined enterprise strategy and operations setup (ideation-to-implementation) for Digital business and Customer experience management (CEM) function respectively. 
• Product owner of Digital & Customer experience transformations of value US$ 35 to 100+ million (Customer experience management platform, CRM, Social CRM, responsive Web, Mobile Apps, Live Chat, multi-channel strategy, Knowledge Management, integrated data analytics and artificial intelligence for customer insights and business use cases).
• Chapter lead and product owner across multiple Digital tribes in Banking: Internet Banking, Digital Cash Solutions, Accessibility. 
• Established prowess in driving business benefit realisation across strategic enterprise-wide programs and marquee Business Transformations. 
• Adept experience of driving new-age technology program, service or product launches and customer-centricity initiatives. 
• Proven entrepreneurial capabilities in organisation setup, nurturing high-performing teams/squads, driving customer-centric culture and change; and enabling re-engineered business processes to deliver outcomes.
• Proven experience of managing senior stakeholders (C-level executives).
• Excellent vendor management skills including strategic partner evaluation and selection. 
• Strong understanding of digital technologies and platforms, data, analytics, artificial intelligence, machine learning, automations, asset (API) monetisation and User/Customer Experience (UI/UX/CX). 
• Distinguished speaker/mentor for Industry events; and publications on contemporary topics.