Saikat Das

About Saikat Das

UX Research & Strategy Leader with 16 years driving product direction, user-centred design, and research-led growth across Amazon, Twitter (X), Microsoft, and now ServiceNow. My career arc is rare by design. I built my foundation in consumer insights and marketing research across FMCG and broadcast entertainment before moving into UX research leadership at the world\'s most influential tech companies. This dual lens of commercial research rigour fused with human-centred design thinking, is my core differentiator: I identify the right product strategy, not just the right interface. My product research experience spans multiple aspects and phases of AI — conversational and voice AI at Amazon Alexa, ML-driven personalization at Twitter, Copilot and generative AI across Microsoft M365 Storage (SharePoint Embedded, Backup, Archive), and agentic AI reframing B2B selling motions at ServiceNow. I translate qualitative and quantitative insight into product vision that drives adoption, retention, and product-market fit. Proven at building globally distributed research teams, scaling research practice across matrixed organisations, and partnering with Product, Design, Engineering, and executive leadership on roadmap prioritisation, go-to-market, and AI-native experiences. MBA in Marketing, MICA Ahmedabad. Disruptive Strategy & Innovation, Harvard Business School.AREAS OF EXPERTISEUX Research | Product Market Fit Improvement | Artificial Intelligence | Agentic AI | UX Design | Team management | Product Management | Product Strategy & Innovation | UX Research Tools: Usertesting/Dscout/Dovetail/Qualtrics | Industry Trend Analysis | Go to Marketing Strategy | Brand Strategy | Consulting | Claude/Copilot/Gemini

Experience

1. Head of Research - Sales Crm

   ServiceNow

   Feb 2025 — Present · New Delhi, IN

   Leading UX Research & Strategy for ServiceNow\'s AI-native Sales CRM : a flagship pillar of our Enterprise CRM platform redefining how global B2B sales teams operate in an agentic era. I own the end-to-end research vision across a multi-product portfolio spanning Lead Management, Opportunity Management, CPQ (Configure, Price, Quote), Self-Service Portals, Order Management, Post-Sales Support, and Partner Relationship Management (PRM), with AI agents and generative experiences embedded across seller and partner workflows.A core part of my charter is shaping human-AI collaboration in enterprise workflows — researching trust, control, transparency, and hand-off moments between sellers and intelligent systems. I\'m scaling our research playbook for AI-native products through agent behaviour evaluation, intent and prompt research, conversational UX, and AI adoption studies.I lead a globally distributed research team across the US and India, driving research planning, prioritisation, capacity, and deliverables quality. I actively mentor researchers in India, building capability in strategic research thinking, AI-era methods, stakeholder influence, and methodological rigour.My work sits at the intersection of strategic research, product thinking, and design leadership — translating qualitative and quantitative insights into product direction that drives adoption, trust, and enterprise value. I partner closely with Product Management, UX Design, Engineering, AI/ML, and senior leadership across the full customer lifecycle.Tools used : Usertesting, Great Questions, Qualtrics, Miro, Tableau

Education

• Jabalpur Engineering College

  Bachelor of Engineering, Information Technology

  2003 — 2007

• Harvard Business School Online

  Disruptive Strategy by Clayton Christensen, Strategy

• Harvard Business School Online

  Certification, “Disruptive Strategy and Innovation with Clayton Christensen”

• MICA

  Master of Business Administration, Telecommunications Management

• MICA | The School of Ideas

  PGDM, Marketing

  2008 — 2010

• Kendriya Vidyalaya

  AISSCE, Senior Secondary High School

  1991 — 2003

Skills

• Market Research
• Quantitative Research
• Branding & Identity
• Product Strategy
• Strategy
• Consumer Behavior
• Brand Strategy
• Marketing
• Analytics
• Media Strategy
• Business Strategy
• Strategic Brand Positioning
• Brand Marketing
• Networking
• Digital Marketing
• Media & Entertainment
• Business Analysis
• Advertising
• Digital Marketing Experience
• Multi-Channel Marketing
• Competitive Analysis
• Consumer Product Testing
• Brand Positioning Strategies
• Strategic Insights
• Marketing Communications
• User Research
• Design Research
• Business Insights
• Brand Management
• Marketing Strategy
• Fast-Moving Consumer Goods (Fmcg)
• Consumer Insight
• Data Analysis
• Category Insights
• Brand Architecture
• Strategic Planning
• Fmcg
• Brand Development
• Segmentation
• Media Planning