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Naveen Thiagarajan
Senior Director Business Systems @SiteMinder
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WORK HISTORY
Senior Director Business Systems @SiteMinder
When I joined Siteminder, the Business Systems function was small, fragmented and under-resourced. Over six years I grew it from 6 to 25+, established an offshore delivery centre in India, and built it into a function that enables 900+ employees and customers.The work I\'m most proud of spans three areas:AI Enablement - Leading R&D across 8+ AI platforms and took Siteminder\'s first AI-powered support capability from rescue to production. AI now resolves 20% of support enquiries autonomously, saves sales reps 90% of pre-call research time and cuts post-interaction effort for 200+ support staff by 80%. Currently partnering with Data and Engineering leadership to implement agentic actions and personalised AI - targeting 40%+ autonomous resolution.Transformation & Delivery - Built end-to-end delivery governance from scratch - CI/CD, Security, Release Train, CAB, SLA models - and led Siteminder\'s first External Finance IT Audit to successful completion. Delivered UiPath RPA implementation eliminating 8 FTE of manual effort.Strategy & Roadmap - Co-architected the Chat-First Support Blueprint for the COO office and currently working alongside business, data and engineering leaders to redefine Siteminder\'s Customer Data Model - powering AI enablement and deeper enterprise integrations at scale.
EDUCATION
Grenoble Ecole de Management
Master’s Degree, International Business
Anna University Chennai
Bachelor of Engineering (B.E.), Electronics and Instrumentation
SKILLS
ABOUT NAVEEN THIAGARAJAN
When enterprise transformation stalls, teams are stuck, or AI is all promise and no delivery - that\'s usually where I come in.Over 18+ years, I\'ve built a career at the intersection of strategy and execution - stepping into high-stakes, high-complexity environments and turning them into something that actually works. Not just delivered and done, but built to last.I didn\'t start here by design. I began as a programmer analyst, driven by a simple instinct to understand why things break and how to fix them properly. That instinct took me from sitting close to the technology to leading enterprise-wide transformations across Retail, High-Tech, Consulting and Government - and eventually to owning technology strategy, AI enablement and program delivery at scale.At Siteminder, I was handed a Business Systems function that needed rebuilding from the ground up. What followed was scaling the team from 6 to 25+, establishing an offshore delivery centre in India, standing up enterprise governance - CI/CD, Security, Release Train, CAB - from scratch, and leading the organisation\'s first AI-powered customer support platform from rescue to production. Today, AI resolves 20% of support enquiries autonomously, saves sales reps 90% of pre-call research time, and cuts post-interaction effort for 200+ support staff by 80%.At Woolworths, it was bringing structure and delivery rigour to a Salesforce Centre of Excellence across 7+ business domains. In Consulting, it was owning 45+ pre-sales proposals and delivering 30+ programs across some of Australia\'s most complex organisations - on time, within budget, and with relationships that brought clients back.What I\'ve learned across all of it is this - the technology is rarely the hard part. The hard part is getting the strategy, the people, the governance and the culture aligned so that delivery actually sticks. That\'s the work I find most meaningful.I\'m particularly energised by what AI can genuinely unlock when it\'s implemented with discipline and a clear commercial lens. I\'ve led R&D across 8+ AI platforms and seen the difference between AI as a pilot and AI as a capability that shifts how a business operates every single day.If you\'re navigating enterprise transformation, scaling a technology function, or trying to turn an AI ambition into something real - I\'d love to connect.
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