Utkarsh Arya
Redefining User Experience @Flipkart
- Role
- Program Manager - User Experience at Flipkart
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Utkarsh Arya
I specialize in the intersection of customer experience and operational efficiency. Over the last 4 years, I’ve transitioned from managing physical supply chain nodes to designing the digital journeys that power them.Let’s connect to talk about CX, e-commerce scaling, or the future of automated supply chains!
Experience
Program Manager - User Experience
Apr 2025 — Present · Bengaluru, IN
Developing the overall vision, strategy, and roadmap for the Forward and Reverse Supply Chain journey (from a customer facing perspective), ensuring it aligns with product and business objectives.• Leading end-to-end transformation of Recovery Mechanisms spanning from Pre-Order, uptill Post-Order, including communications on various channels and recovery mechanisms for Flipkart-led cancellations.• Re-engineered Experience Recovery workflows using SQL-based logic, reducing daily operational effort by 95%(5hrs to 15mins) and improving TAT from 5 days to 24 hours.• Introduced Price Match - a recovery mechanism to provide upfront price difference in case customer’s order was not fulfilled by Supply Chain, and product’s price has increased (compared to original order placed by customer).• Conducting A/B tests to understand customer preferences, actioning upon them by creating BRDs, taking projects to closure in coordination with multiple stakeholders, including product, business, supply chain and Analytics teams
Education
Manipal Institute of Technology
Bachelor of Technology - BTech
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