Digital Acquisition Funnel & CRM Analytics

Year

2025

Role in Project

Business Transformation Lead & Domain Consultant

Clients

Digital Banking · IndusInd Bank

About The Project

HNI clients faced 5–7 day onboarding TAT due to fragmented KYC, CRM and
operations handoffs across siloed teams – creating
service friction, compliance risk and low NPS.

• Governed cross-functional UAT
• Authored acceptance criteria
• Designed compliance monitoring dashboard
• Delivered adoption programme for 40+ Relationship Managers.

Role & Results

Growth Analytics Lead – built SQL/Excel Pivot conversion scorecards, designed
FCR/SLA dashboards, performed Root Cause Analysis, participated in UAT for IVR
routing and CRM modules.

+12%​

Digital acquisition

10% – 12%​

Conversion KPIs

+20%​

FCR