Divya D.
Project/Program Manager
- Role
- Project Manager at HCLTech
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Divya D.
I bring over 12 years of professional experience working in high-performance corporate…
Experience
Project Manager
Jul 2024 — Present · Hyderabad, IN
Customer Experience (CX) Design, conduct, and evaluate studies to identify key customer interactions Develop personas, journey maps and other tools to lead teams through problem solving of complex business and technical challenges Analyze, quantify, and clearly articulate the value derived from program actions. Prioritize, manage, and deliver people/process/technology initiatives that optimize theCustomer Experience end-to-end and result in quantifiable CX metric improvements. Provide thought leadership on the latest CX strategies and tools and seek to constantly advance HCL’s position as a leader in Digital Workplace Services. Evangelize the Customer Experience mission and vision to all levels of the organization.Behaviour Change Management(BCM) Understanding the challenges users face adapting to the new digital technologies to assess how these interactions and experiences can be improved. Conducting workshops, interviews, surveys and other engaging activities across the customer’s organization and analyze user behavior data. Defining and tracking adoption metrics across multiple initiatives in a program by analyzing tool usage data, monitoring end user adoption, and devising adoption campaigns that include key learning objectives and change management activities. Implementing change strategies and plans for multiple engagements that can cross-functional boundaries. Integrating change management with product management and influencing successful mitigation strategies with integrating best practices, change management efforts and interacting with key stakeholders to enable communication efforts.Employee Experience (EX) Defining Experience plans and drive programs across multiple teams Defining and tracking metrics across multiple initiatives in a program by analyzing data,monitoring experience metrics, devising experience campaigns that include key learning objectives and driving brand loyalty.
Education
Lourdes Convent High School
High School Diploma
2006 — 2010
D. R. Patel and R. B. Patel Commerce College
Bachelor of Commerce - BCom, Business/Commerce, General
2010 — 2013
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