Chestha Sharma

Product and Digital Experience professional with 6+ years of experience across SaaS, e-commerce, and enterprise platforms, specializing in customer onboarding, product adoption, lifecycle optimization, and digital engagement. Experienced in analyzing user behavior, improving digital touchpoints, driving customer retention initiatives, and collaborating cross-functionally to optimize onboarding and customer experience workflows.

Program Manager at Fynd (Reliance Retail) (2025-01 to Present)

• Designed and optimized digital onboarding journeys and customer experience workflows, improving onboarding efficiency by 15%.
• Analyzed user behavior, engagement metrics, and funnel drop-offs using Mixpanel and data analysis tools to identify journey gaps and improve digital touchpoints.
• Partnered with Product, Customer Success, Operations, and Engineering teams to align onboarding and lifecycle initiatives with business priorities.
• Improved platform engagement by 30% through analytics-led user journey optimization and feature adoption interventions.
• Built dashboards and reporting frameworks to monitor onboarding, engagement, retention, and product usage metrics.
• Conducted experimentation and A/B testing to evaluate customer experience improvements and optimize digital workflows.
• Supported customer lifecycle and feature adoption initiatives through structured journey redesign, user communication improvements, and workflow enhancements.

Product Growth Manager at Authenticate (2023-10 to 2024-11)

• Improved digital onboarding and verification journeys for compliance products, reducing onboarding timelines by 20%.
• Accelerated product delivery for payment and verification modules by defining epics, user stories, and functional requirements aligned to business goals.
• Enabled scalable delivery of customer-facing solutions by collaborating with Engineering, GTM, and Business stakeholders.
• Tracked user engagement, product adoption, and funnel performance to identify customer experience gaps across KYC and verification workflows.

Product Consultant at Searce Cosourcing Pvt Ltd (2021-10 to 2023-09)

• Delivered approximately $300K quarterly business impact by translating stakeholder requirements into scalable solution strategies and revenue-oriented initiatives.
• Generated $500K+ annual incremental revenue by identifying diversification opportunities and aligning solutions to client growth objectives.
• Managed client relationships through business requirement discovery, solution presentations, and execution planning across enterprise accounts.
• Prepared and presented monthly/quarterly business reviews (MBRs/QBRs) to brand CXOs and leadership.
• Built analytics dashboards to monitor user journeys, engagement trends, and operational performance.
• Recommended process and digital experience improvements based on workflow analysis and customer pain point identification.

Strategic Consultant at Cushman & Wakefield (2020-03 to 2021-09)

• Improved business strategy recommendations by conducting customer research, persona analysis, and market segmentation studies.
• Enabled faster problem-solving for business teams by translating ambiguous challenges into structured problem statements and execution roadmaps.
• Influenced strategic decisions by developing executive insight reports and operational improvement recommendations.
• Enhanced feature adoption and customer engagement through analytics-led workflow enhancements and lifecycle optimizations.

Master of Business Administration – ICFAI Business School, Hyderabad (2018 – 2020)

Bachelor of Arts in Psychology Hons. – Mata Sundri College, Delhi University (2015 – 2018)