Neha Nargundkar

Developing a customer framework

• Played a key role in developing the customer research framework for the organization trying to bring together all the customer interactions together to build holistic and meaningful insights
• Engineered a user-friendly analytics dashboard specifically designed for executive oversight; facilitated insights into operational efficiency, leading to actionable recommendations addressing three critical areas of customer engagement
• Working together with operation analytics to build stories that combine customer perception with actual movement in data

Leading key portfolios

• Successfully led the ‘Roading’ portfolio while at Auckland Transport
• This involved generating meaningful and actionable insights across road users in Auckland both interior, city center and arterial roads
• Collaborating with the internal teams to convey customer expectations and needs to help them drive improvements related to disruptions, road safety and speed limits on Auckland roads along with the upkeep and infrastructure of roads

Managing Channel Interactions

• Developing and managing feedback across all the major and minor interactions that connect Auckland Transport to the customer
• Designed, digitized and de-briefed on channel related feedback periodically to key stakeholders for generating action plans within individual teams - successfully initiated 6 channel feedback processes.

Regional Roadmap

• Collaborating with the insights teams to develop an ongoing regional reporting across all the key aspects related to transport in Auckland
• Ensuring delivering a complete story to each local board to drive actionability in a holistic and bottom-up manner

Managing Agency Relationships

• Serving as a spokesperson and a key point of contact for internal teams to design briefs and engaging with external research agencies for various projects
• Ensuring timely and effective deliverables from the agency that answer the original brief from the teams

Data Analytics:

• Translated complex data into actionable insights that empowered stakeholders to enhance business strategy and growth, utilizing tools such as Q and Survey Reporter for in-depth analysis on across projects
• Analyze data, summarize information and look for patterns or themes
• Articulate and refine understanding of complex issues in a simple manner
• Evaluate brand performance and track changes over time

Presentation of Insights:

• Create customized internal and external management presentations (both qualitative and quantitative) and reports at various levels and cuts for effective decision making
• Presenting the research findings and insights to the stakeholders at client locations and aiding in action planning for the future

Additional responsibilities over current profile

Team Management

• Mentoring and supervising a team of researchers while building and maintaining client relationships

Research Design:

• Suggesting and finalizing Research Methodology and Design for clients to address their business objectives with the help of primary / secondary research which includes preparing Approach Notes, Proposals, and Quotes

Business Development

• Acquiring new clients through business development and increasing business from existing clients during agency stint