ICBC (Insurance Corporation of British Columbia)

Change Management Specialist

Accenture

Client Relationship: Managed client relationships effectively and created inroads to open up new business streams for Accenture.

Customer Experience: Led the customer experience activities like, gathering business needs, developing the site structure, IA, CX maps, user journeys, and concept mock-ups to produce user-led product requirements for a wholesome omnichannel experience for the B2B segment for the biggest Telco in the UAE. 
Conducted user interviews to educate the client's business stakeholders about user requirements and their current understanding of the Telco product portfolio for SMBs.

Product Management: Lead all activities for an Adaptive data learning tool; from ideating to researching & collaborating with global teams, designing & building a working prototype to test it for end-user feedback.
Drove the deployment of a unified employee ID program for ~28000 Oil & Gas employees, identifying optimization opportunities through collaboration with multiple cross-functional teams ensuring a smooth program roll-out.

Change Management: Developed and executed the Change Strategy and Approach including  Measurement & Readiness of a Shared Services program for 6 workstreams across the client's 14 Companies. 
Drove all IT Transformation Change led activities like conducting change impact assessment, devising the overarching user communication plan, and measuring the effectiveness of end-user messages for a banking client in KSA

Crisis Management: Onboarded ~ 3500 users for an Oil & Gas client across 2 of its largest companies.
Troubleshooted ~200 user issues including executive client Leadership teams, equipping them with the required tools and training for WFH amidst the global pandemic. Triaged ~1400 user tickets with the help of the offshore technical team to address O365 licensing issues for the client. Oversaw and guided project teams across multiple client Group companies to ensure all ~3500 users had access to O365 environment in under 2 weeks

Manager - Strategy & Consulting

Management Consultant

Gulf News

● Product Strategy: Worked alongside the Digital Strategy director to execute the overarching product vision for all Gulf News brands online.
Lead the re‑thinking  and defined product strategies based on site data, user research, revenue goals and editorial best practices for Wheels, Baby&Child, WatchTime, InsideOut.

● Product Management: Led and executed end‑to‑end product lifescyle activities to achieve key milestones through site structure, IA, user journeys, interactive wireframing, design and development cycles.
Planned, managed and executed on the product roadmaps based on revenue, business and customer impact. 
Identified and filled product gaps with new ideas that grew market share, improved customer experience and boosted revenue by 23% within 10 months of launching getthat.com
Acted as a product evangelist to build awareness, understanding and buy‑in among the key stakeholders.

● User Experience: Conducted user research to better understand user consumption of news content.
Identified key user journeys and touchpoints throughout the Gulf News network to build an overall sustainable customer experience strategy.
Gathered editorial requirements from the news team to build an intuitive CMS for gulfnews.com specifically targeted to the editors’ need for speed to market, content authenticity and creativity.
Lead the development of all business and user requirements into interactive wireframes and design prototypes.

● Content Management: Devised the online editorial workflow for gulfnews.com by gauging the newsroom processes and international best practices.
Initiated new story telling ideas to enhance the content strategy, keeping in line with international trends
Developed the content strategy including the tone, style and content creation for getthat.com
Worked hand‑in‑hand with the Analytics, Social and Content teams to provide actionable insights to the Editorial teams resulting in a sound content strategy to meet product KPIs and increase revenue

Digital Product Manager

Swati Kothari

Digital Strategy & Design: Used creative design to devise digital strategies for businesses old and new. All work began with a thorough research and discovery phase, that helped me advise clients on how to best represent their brand across different channels and segments.

Design and Digital Product Manager

Landmark Group

Product Management: Led complete product development cycle from idea to launch and evolution for over 10 brands including Homecentre, Splash, Emax, Babyshop, Citymax Hotels, Shukran Rewards amongst others. Devised digital strategies and established KPIs for the overall product success across categories and customer segments.

Content Management: Created brand specific digital content strategies to enhance user experience, increasing site traffic by 400%. 
Developed content plans across online channels by sourcing and developing content based on brand positioning, competitor analysis and industry trends.  
Mobilised and managed resources to effectively execute product rollouts. 
Projects included: Homecentre Room Makeover 2, Landmarkgroup blog, Splash blog, Babyshop Editorial, LandmarkShops, Emax Arabic

User Experience / UI Design: Optimised usability and user experience through effective content management; increasing user engagement by 137%. 
Executed online brand positioning in line with the overall brand strategy.
Recommended and implemented enhancements in existing online channels of the group’s brands Projects included: Emax Offers, Babyshop Editorial, Lifestyle Redesign, Homecentre Redesign,
Gift Finder, Buying Guides

Client Relationship: Worked with marketing & business heads from individual brand teams like Homecentre, Babyshop, Shukran, Max, Splash, Emax and others to develop marketing strategies and product development plans based on business requirements and briefs. Conducted regular status update meetings with individual brands to discuss progress and projections on their respective products online. Ensured healthy working relationships existed with brand stakeholders across the GCC.

Senior Product Manager

Dubai

Project Management for branding, design, printing and web design solutions

Independent Consultant

YouTube

YouTube Launches: Successfully led YouTube launch events in Canada and India. Planned and coordinated all launch event requirements including and not limited to client/user management.

Beijing2008 Olympics Campaign: Successfully drove the Beijing2008 Olympics campaign, increasing on site user activity from 6k to 21k within 3 weeks.

International Liaison: Served as liaison between multiple YouTube teams across 10 countries, ensuring brand policies and guidelines were followed for a successful YouTube experience.

Google India Support: Supported all Google India initiatives by the Sales, Marketing and Business Development teams to promote YouTube India in the local market. 

Team Training: Trained and educated support teams on how to use and bring out the best of YouTube. Conceived and created training toolkit for YouTube editorial / community international teams.
Developed design solutions for various marketing materials for YouTube launches across 8 countries, integrating the YouTube brand with localised creative needs.

Editor / Community, Marketing Manager & Project Manager

Inplex Logistics at Johnson & Johnson Inc.

Team Lead: Effectively led a team of 6 designers through graphic design projects from concept through completion for more than 52 major J&J brands like Neutrogena, Nicorette, Listerine, Aveeno, Benylin etc. 

Client Relationship: Built new and maintained existing client relationships to further expand the business by 23%. Conducted client training to better serve client and senior management expectations. 

Operations: Coordinated creative development and production timelines between designers, print suppliers and media/posting companies in order to meet client deadlines. 
Managed all operational, strategic, financial, quote/bid, staffing, and administrative functions.

Print Production: Managed different aspects of print production starting with creative design and including estimating, quoting, press approvals etc. for over 50 individual brands.

Creative Services Manager

Core Media Integrated

Design: Interpreted client briefs to generate creative ideas brought to life by a thoughtful design process, leading to a progressive graphic representation of the client’s brand. Facilitated individual clients with customized design themes while consistently meeting timing and quality expectations. 

Management Support: Aided management in the development of the agency's communications / creative strategy. 
Continually improved department methods, problem solving models and best practices. 

Supervision: Supervised design interns and guided them to develop various graphic solutions for promotional materials, sales collateral and corporate websites as per individual client needs.

Creative Head

Over the years, I've devised creative digital solutions for a multitude of brands like Pfizer, J&J and YouTube internationally and Homecentre, Babyshop, Gulf News in Dubai.

As a digital product specialist, some of the key skills include:

● Product Strategy : Developing digital strategies to increase user engagement and retention through Research, Analysis, Planning and Brand Immersion.

● Product Management : Defining product KPIs and implementing roadmaps with hands‑on training of Product Design, Content Management and Product Marketing tools like: Drupal, Magento, Hybris, Jira, Balsamiq, Wordpress, Adobe CS, Axure, MailChimp, Google Analytics, Parse.ly and more.

● Customer Experience : Increasing customer satisfaction, brand loyalty and revenue by improving brand reactions to customer interactions across multiple touchpoints through a deeper understanding of the customer's end‑to‑end journey.

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