Design Lead for various initiatives:

Incident Recovery With AI Agents

• Led a design-centric initiative to reimagine the incident management experience, targeting a 70% reduction in Mean Time To Resolution (MTTR) by FY26.

• Pioneered four collaborative AI agents (for intelligent paging, status updates, and automated recovery) to streamline the incident lifecycle, ensuring a cohesive workflow from alert to remediation.

• Championed the design of a unified investigation platform, centralizing key metrics and diagnostic tools to enhance user efficiency in root cause analysis powered by AI-driven RCA recommendations derived from past incident patterns.

• Guided a cross-functional team across three global time zones (Bay Area, Toronto, Bengaluru), comprising Design, Product, and Engineering, to define, align, and articulate a compelling product vision with a strong user focus.

Intuit Financial Services API Externalization

• Spearheaded the launch and expansion of a new product from 0 to 1, Intuit Financial Services, securing $25M in revenue through contracts with 10 major US financial institutions within 1.5 years.

• Led the creation of its end-to-end vision and strategy by effectively aligning diverse design, research, development, and product teams across 3 orgs, and successfully gained senior leadership buy-in through compelling storytelling with visionary prototypes.

• Established the platform's entire user experience, from information architecture and key concepts to interaction patterns and 10+ detailed user flows. Created a visual, branding, and components library that became the widely adopted standard for all platform contributors.

• Elevated design excellence by setting high standards for deliverables and mentoring 2 designers, and achieving an 82% experience rating, 80 developer score, and 60 NPS.

Developer Self Serve Maturity

• Guided the design and concept of a GenAI-driven expert platform, significantly enhancing Intuit developers' self-sufficiency in accessing and managing essential software development tools and infrastructure.

• This strategic solution accelerated developer velocity by 43%, optimizing the complete development lifecycle (discovery, setup, configuration, testing, development, deployment, and monitoring). Key features included GenAI-powered search, a centralized API platform, agentic workflows, and standardized development artifacts and documentation.

• Led the design and implementation of key features and products within the Pega low-code/no-code platform, resulting in tangible business improvements. Initiatives included a new Customer Decision Hub portal powered by decisioning AI (improving client’s workflow efficiency by 37%), an AI Chatbot configuration canvas for developers (reducing setup time by 20 hours per week), an Email Manager portal, and a Client Self-Service portal (boosting client satisfaction by 17%). Additionally, developed UX courses that enhanced design thinking maturity within the org.

• Drove design iterations through continuous collaboration with cross-functional teams and stakeholders, incorporating weekly feedback to deliver simplistic and intuitive solutions. Consistently upheld principles of quality, accessibility, and scalability, while making key contributions to the Pega Cosmo design system.

• Part of project MoonWallker, works on Spotlyte™, A First-In-Category Digital Hub Designed To Educate Consumers About Medical Aesthetic Treatments

• Drove improvements in customer engagement and retention by optimizing website features and implementing them as scalable templates. Additionally, championed a culture of creative and design thinking within a cross-functional team, achieved by facilitating targeted brainstorming workshops and providing strategic feature guidance.