Utkarsh Dwivedi
Product Development Engineer @ICICI Lombard
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WORK HISTORY
Product Development Engineer @ICICI Lombard
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)
Indian Institute of Technology, Kharagpur
Master of Technology - MTech
AJAY KUMAR GARG ENGINEERING COLLEGE, GHAZIABAD
B.Tech, Mechanical Engineering
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.
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