Utkarsh Dwivedi
IIT KGP • ICICI Lombard • B2B/B2C Product Development • 3+ Successful 0-1 Product Launches
- Role
- Product Development Engineer at ICICI Lombard
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Utkarsh Dwivedi
I’m passionate about building high impact digital products that solve real user problems while driving meaningful business impact, with a specialized focus on leveraging generative AI to accelerate innovation and enhance user experiences. I specialise in end-to-end product lifecycle management, from initial market research and competitive analysis to product launch and post-launch optimization. With work-ex of reimagining CRM, improving customer experience, and sales enablement across B2C and B2B ecosystems. I work closely with engineering, data, design, and business teams to translate user insights and business goals into scalable, intuitive products. My approach is grounded in structured execution, hypothesis-driven problem solving, and rapid iteration.My areas of work includes developing comprehensive product roadmaps, conducting user research, implementing agile methodologies, building everyday strategies for boosting sales and leading cross-functional teams through complex product challenges.
Experience
Product Development Engineer
Jul 2023 — Present · Mumbai, IN
Product-Led Transformation Across CRM, Customer Experience & Sales EnablementDriving scalable growth, advisor efficiency, and improved CX across B2C, B2B, and Servicing ecosystems. CC Retention | Unified CRM & Customer ExperienceBuilt a single CRM integrating Claims, Communication & Servicing to deliver a 360° customer view.Enabled golden record clustering, HNI prioritization & preview dialing to lift call quality.Delivered 49.4% GWP growth, 72.6% improvement in advisor productivity, and 8.5% headcount reduction via data-driven campaigns and near real-time Kafka-based payment sync. CC Fresh | Real-Time Omnichannel CRMDesigned a real-time CRM across voice, video, chat, inbound & outbound channels.Introduced LLM-generated sales scripts, abandoned-queue recovery, and funnel-based prioritization.Enabled 43–62% YoY growth through a phased GTM rollout improving conversion, lead flow, and advisor utilization. Wholesale & Bancassurance (B2B SaaS)| Relationship CRMProduct-managed a mobile-first CRM for Relationship Managers with customer one-view, lead tracking & RE journeys.Added relationship health scoring and clustering to power cross-sell/upsell.Achieved $250M+ annual sales uplift and 2.8% wallet share increase through automation and RM productivity gains. GHI & GPA Servicing CRM | Workflow & SLA AutomationLaunched a servicing CRM with auto case creation, SLA tracking & escalation governance.Built rule-based workflows & actionable dashboards for faster, data-backed resolutions.Reduced TAT breaches by 72%, improved resolution time by 17%, and lifted NPS by 3 bps in one quarter.
Education
Marshall School, Dehradun
Intermediate, PCM+CS(Java)
2001 — 2014
Indian Institute of Technology, Kharagpur
Master of Technology - MTech
2021 — 2023
AJAY KUMAR GARG ENGINEERING COLLEGE, GHAZIABAD
B.Tech, Mechanical Engineering
2016 — 2020
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