Associate Vice President at NATIONAL AUSTRALIA BANK (NAB) (2024-02 – Present)
- Lead product ownership and business analysis for enterprise customer experience, Marketing Technology, and digital communication initiatives.
- Translate business strategy into prioritised backlogs, product requirements, customer journeys, business rules, and delivery plans.
- Partner with Product Managers, Architects, Engineering, QA, and business stakeholders to deliver scalable, customer-centric solutions.
- Drive end-to-end delivery across discovery, requirements, Agile execution, UAT, release planning, and production readiness.
- Define communication triggers, acceptance criteria, and functional requirements for real-time and event-driven customer experiences.
- Contribute to AI-enabled customer experience initiatives, including intelligent customer communications, personalisation opportunities, and data-driven engagement.
- Delivered more than 11 enterprise initiatives, including: Digi Wallet Notifications, Fraud Communications, Card On Its Way, NAB Assist, Financial Insights Experience, Transaction Dispute Communications, Payment Rejection Notifications, Digital Business Lending Notifications, Customer Friction Campaigns, Strategic Brain Initiatives, and NABOne Real-Time Experiences.
Senior Business Analyst at EPSILON INDIA PVT. LTD. (2021-09 – 2024-02)
- Delivered Salesforce Marketing Cloud solutions for a global pharmaceutical client by translating complex business workflows into BRDs, functional requirements, JIRA epics, user stories, acceptance criteria and delivery-ready backlogs.
- Led requirements and delivery coordination across 7 lifecycle areas — requirements workshops, change requests, UAT, defect management, stakeholder sign-offs, client demonstrations and QA planning — strengthening business-to-technology alignment.
- Improved solution definition and delivery readiness by partnering with architects on high-level solution designs and translating business requirements into implementable solutions, test strategies and acceptance criteria.
- Strengthened stakeholder feedback and decision-making through regular client demonstrations, requirements reviews and controlled incorporation of changes into delivery backlogs.
Business Analyst / Implementation Analyst at SHORE INFOTECH INDIA PVT. LTD. (2020-06 – 2021-09)
- Managed implementation of a banking compliance-management product across 52 clients, including Fortune 500 organisations, private equity firms and banks, through workflow analysis, configuration, requirements, QA and stakeholder sign-offs.
- Translated regulatory and business workflows into functional requirements, JIRA epics/stories, solution documentation, UAT plans and acceptance criteria.
- Strengthened client delivery through requirements workshops, change management, UAT, defect tracking, system acceptance and stakeholder communication.
Senior Analyst at HCL TECHNOLOGIES (2019-08 – 2020-04)
- Created and validated BRDs, FRDs, functional specifications and process flows, translating business requirements into actionable technical documentation.
- Evaluated solution impacts, developed use cases and test cases, coordinated UAT and supported issue resolution across business and technology teams.
D2AS Associate at AMAZON INDIA PVT. LTD. (2018-03 – 2019-07)
- Strengthened operational risk and compliance through incident monitoring, regulatory checks, root-cause analysis and process improvement within a high-volume operational environment.
- Supported operational capability through training and mentoring of new hires and associates.
Analyst at HCL TECHNOLOGIES (2016-02 – 2018-01)
- Elicited, analysed and validated business processes, systems and solution requirements, acting as a liaison between stakeholders and technology teams.
- Developed management reports and analysed data to support business-unit decision-making while supporting requirements and change-management processes.
