Prafull Nautiyal
Senior Manager of Customer Experience Product, Design, Strategy at Flipkart @Flipkart
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WORK HISTORY
Senior Manager of Customer Experience Product, Design, Strategy at Flipkart @Flipkart
Bengaluru, IN
Designed, Piloted, and Productized Flipkart Video Troubleshooting (Electronics), achieving ~36Cr annual goodness and a C-SAT of 90%.Revolutionized Electronics Product Troubleshooting: Increased Troubleshooting NPS Score by 139%(28→67) through guided return creation, inline troubleshooting, and multilingual support.Spearheaded ASC experience redesign: Increased adherence by 70% and improved UI for Brand ASC Information, streamlining interactions.Optimized Return Policy: Fixed wrong mapping for Apple products, enhanced UI, and educated customers, leading to a 4% decrease in return requests.
EDUCATION
B.Tech- College of Engineering Roorkee
B.Tech, Electrical and Electronics-College of Engineering Roorkee(COER)
Bhagwanti Sarawati Vidhya Mandir
12th, Science
SKILLS
ABOUT PRAFULL NAUTIYAL
Innovative Customer experience Strategist and Operational Excellence leader with over a decade of experience, including 7 years at Flipkart, specializing in the Electronics Business unit. Proven track record of elevating customer experiences and optimizing operations, resulting in significant business impact:**40% conversion increase through implementation of Pre-Purchase Chat**139% NPS improvement in Electronics TroubleshootingExpert in translating customer insights into effective strategies, driving key CX metrics, and enhancing operational efficiency. Skilled in managing cross-functional teams to improve processes, policies, and workflows, ensuring seamless customer journeys and operational excellence.Adept at voice-of-customer analysis, feedback interpretation, and service/product redesign for superior CX interactions. As a strategic bridge between Product Quality and CX, I transform customer insights into actionable improvements, fostering synergy between product excellence and exceptional customer experiences.Passionate about developing customer-centric strategies that optimize operational processes, align with business growth objectives, and drive long-term success.
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