Surleen Kaur

Experience

1. Customer Experience Consultant

   IBM

   Jun 2012 — Present · Mumbai, IN

   Assisting various client engagements with various business and digital transformations over the course of my tenure. Select few are mentioned below:• Agriculture Bank Ecosystem Platform - On-boarded ecosystem partners on the platform and enabled the launch of the platform • Digital Marketing - Created Digital Marketing Execution framework outlining the activities, department capabilities, campaign strategies, systems and tools required along with major KPIs to track for a successful app launch and retention for a major NBFC in Indonesia• Digital Customer acquisition - Worked with a major NBFC player in India entering digital only insurance sector; responsible for designing business process flows and journeys for customer experience and marketing teams and customer acquisition strategies with special focus on ecosystem and execution strategy; Led CRM implementation and integration with other core systems• Design thinking - Responsible for leading design thinking track at a major conglomerate in India; Conducted primary and secondary research to understand relevant customer personas• Digital Business Value realization - Assessed the maturity level & calculated the business value from implementing digital initiatives including Social CRM, E-commerce and Digital Analytics• Analytics - IBM Twitter Analytics & Strategy Consultant with focus on Telecom, Retail and Banking sectors. Created Digital Maturity Assessment Model and customer acquisition strategy framework for assessing brand performance• Process Consultant & Change Management head - for implementation of SAP (SD module) for an Indian FMCG giant, an European Pharmaceutical and European FMCG company

Education

• Punjab Engineering College

  Bachelor of Technology - BTech

  2005 — 2009

• Indian Institute of Management, Calcutta

  Master of Business Administration (M.B.A.)

  2010 — 2012

Skills

• Erp
• Business Analytics
• Team Management
• Microsoft Excel
• Analytics
• Business Strategy
• Business Development
• Vba
• Business Analysis
• Marketing Strategy
• Competitive Analysis
• Management Consulting
• Market Research
• Analysis
• Strategy