Summary
Overview
Work History
Skills
Profile Snapshot
Tools
Accomplishments
Qualifications
Work Status
References
Timeline
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Krutika Chikara

Auckland,New Zealand

Summary

An agile and forward-thinking Senior CX leader with a comprehensive understanding of the entire customer journey in consumer market sector. Proficient in orchestrating workflows, analyzing market dynamics, scrutinizing competitor landscapes, and formulating CX strategies that resonate with key stakeholders. Has thrived in prominent corporate settings and intricate organizational structures, holding accountability for overseeing extensive portfolios.

A collaborative team leader with a notable history of steering both novice and seasoned multidisciplinary teams, with a tally of 12 direct reports, to high performance and unwavering engagement. Demonstrates the ability to construct teams from the ground up, a feat achieved at two previous companies.

Overview

9
9
years of professional experience

Work History

Customer Experience Owner

Tower Insurance
Auckland, New Zealand
01.2019 - 11.2023
  • Reported to Managing Director Tower's Direct NZ business with dotted line to partnerships and pacific MD's. Engaged executive stakeholders to understand business needs and recommend strategic actions.
  • Spearheaded portfolio strategy of Tower’s acquisition platforms, resulting in an industry-leading conversion rate of 10.7%, coupled with an impressive NPS score of +61 and a mere 4% detractors
  • Led multiple cross functional teams with 25 multidisciplinary specialists in Product, CX, UX and UI design along with Data analyst, delivery and content managers with 3 direct reports
  • Efficiently managing dependencies across business units while effectively prioritizing and overseeing enterprise-level backlogs from conception to deployment.
  • Online prospects and quotes increased 19% resulting in growth of digital sales from 48% to 67% of total book. Customer Satisfaction (CSAT) reached a commendable 72%
  • Orchestrated a seamless website migration within a tight 3-month timeline, complete with a tech stack upgrade by collaborating with stakeholders and external vendors to ensure clear delivery expectations and fostered strong relationships.
  • Managed program-level increment planning and enterprise-level dependencies to ensure successful project delivery. Launched the self service app in NZ, Pacific and partners, achieving remarkable milestones post-launch, including an astounding 56% adoption in just 6 months
  • Improved the eNPS from 7.5 to 9.2 by ensuring the team had a clear vision and path to succeed
  • Supervised team members' performance to uphold high standards and foster a culture of improvement.

Customer Experience Design Chapter Lead

Tower Insurance
Auckland, New Zealand
06.2020 - 05.2021
  • Led and directly managed a multidisciplinary specialist team of 12 CX designs, UX/UI Designers, Data Analysts and Content Managers
  • Spearheaded the implementation of an omni-channel Customer Experience strategy and vision
  • Ran the CX program to improve the contact centre experience resulting in AHT reduced by 45% and eNPS increased by 7 points in contact centre
  • Managed critical areas including the development of the Customer Experience strategy and vision, governance of Customer Experience blueprints, service design framework, design system, and content guidelines to ensure standard CX and service design practices are followed
  • Orchestrating the leadership of a team within an Agile environment, enabling the delivery of value-focused CX iterations
  • Analyzed customer feedback, market trends, and data to inform decision-making by embedded Google Analytics, Hotjar and Acoustic to measure customer sentiment in both online and offline channels while leveraging third party for market reports like Lumivo.
  • Cultivated a culture that promoted critique and feedback at both individual and group levels, resulting in improved overall design quality within the team even while working in different squads and projects
  • Collaborated closely with the Head of Marketing, Head of Propositions, and Product to identify and define growth and retention opportunities, building strategy and vision in these areas.

Lead UX Designer

Debitsuccess
Auckland, New Zealand
07.2018 - 08.2019
  • Built detailed and executable customer journey maps, set out Customer Experience principles and frameworks that aligned with design and delivery activities
  • Instructed and mentored a team of two UI/UX designers in building designs that were more holistic and scalable
  • Worked in collaboration with other designers to deliver an integrated user experience
  • Developed wireframes, use flows and high-fidelity UI to showcase designs to development teams
  • Instilled a mobile-first strategy to enhance mobile conversion and usability
  • Updated and improved accessibility standards to WCAG 2.1 to ensure the usability of the platforms was seamless

Senior UX Strategist

KCube
Auckland, New Zealand
01.2017 - 01.2018
  • Set up a new team comprising three Designers to enhance the user experience of payment applications for a provider of recurring payment services.
  • Performed the same duties outlined in the UX/CX Lead role for Tower Insurance

UX Designer

ACG Education/Ronald McDonald House Charities
Auckland, New Zealand
01.2015 - 01.2017

Skills

  • Leadership & People Management
  • Strategic product/portfolio management
  • Digital & Product Strategy
  • CX strategy and execution
  • Executive and senior stakeholder management
  • Data Analytics
  • Product Design and Delivery
  • Financial Analysis
  • Performance Evaluations
  • Operational Reporting
  • Project Management
  • Enterprise Governance

Profile Snapshot

  • Tower Insurance, Customer Experience Owner, Nov 2020 - Nov 2023 (Auckland)
  • Tower Insurance, Customer Experience Chapter Lead, July 2020 - Sep 2021 (Auckland)
  • Tower Insurance, Lead Customer Experience Designer, Aug 2019 - July 2020 (Auckland)
  • Debitsuccess, Lead UX Designer, Sep 2018 - Aug 2019 (Auckland)
  • KCube, Senior UX Strategist, Jul 2017 - Aug 2018 (Auckland)
  • ACG Education, UX/UI designer Sep 2016 - Nov 2017 (Auckland)
  • Ronald McDonald House Charities Digital Designer, Aug 2015 - Sep 2016 (Auckland)

Tools

MS Office Suite | Google Analytics | Adobe experience Manager | Mixpanel | Power BI | Jira | Miro | Mixpanel | Hotjar | Figma 

Accomplishments

  • Winner: Rising Star in Insurance (Women under 35 in Insurance Awards) – Nominee: Young Professional of the Year Award (New Zealand Insurance Industry Awards, 2021) – Award for Innovative Initiative of the Year (Quick Quote) (Asia Business Awards) – Excellence Award (Debitsuccess).

Qualifications

  • Pursuing MBA - Quantic (online)
  • Bachelor of Design – National Institute of Fashion Technology, India
  • User Experience Certificate – Online

Work Status

New Zealand Resident

References

Professional and character referees available on request

Timeline

Customer Experience Design Chapter Lead

Tower Insurance
06.2020 - 05.2021

Customer Experience Owner

Tower Insurance
01.2019 - 11.2023

Lead UX Designer

Debitsuccess
07.2018 - 08.2019

Senior UX Strategist

KCube
01.2017 - 01.2018

UX Designer

ACG Education/Ronald McDonald House Charities
01.2015 - 01.2017

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Krutika Chikara