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