SANTANU MUKHERJEE

• Customer Research: Orchestrated extensive AWS customer experience research to identify critical friction points in customers’ lifecycles. Developed ‘customer friction’ metrics and recommended solutions to reduce friction and improve customer experience. Projected to increase customer response rate by 300%.
• Analytical Problem Solving: Extracted and analyzed three years of AWS customers’ lifecycles data to create a framework to assess trade-off between customer friction and fraud. Projected to increase AWS customer registration rate by 5% per year with no impact on fraud rate.

• Cross-Functional Leadership: Led a diverse group of 35 functional and technical experts to deliver end-to-end business transformation solutions for a Fortune 100 financial services firm. Enabled client to remain as the top Retirement Service Provider in USA Public Sector and increased revenue from client by 150% in one year.
• Business Development: Spearheaded a team of 12 consultants to drive Retirement Service Practice development, consulting engagements and marketing initiatives across USA. Contributed to successful RFPs resulting in multimillion dollar contracts with two new clients.

• Innovation: Designed a novel technology solution to allow a Fortune 100 financial services firm to dramatically increase its product offering and provide third party guaranteed income funds. Enabled client to be an industry leader and offer $600M of third party guaranteed income funds.
• Strategy: Developed strategy to increase capacity of client’s technology platform to accommodate organic growth and acquisitions. Led team of 18 to upgrade the technology platform resulting in a 60% increase in capacity.

• Customer Focused Optimization: Invented Cognizant’s Omniscript Decoding Engine(C-ODE), a process conversion and optimization tool, to convert client’s business processes from vendor proprietary language to COBOL, resulting in a 30% increase in runtime efficiency.
• Influence: Created a unique solution to bypass system restrictions by securing buy-in from various stakeholders in the compliance, legal, operations and finance teams. Implemented solution in less than 50% of the expected time and created cost savings worth $16M.

• Ownership: Established the Retirement Services Practice by collaborating with multiple stakeholders and cross-functional teams. Contributed to growth of practice from 0 to 45 members in one year with revenue recognition of $5M.

• Project Management: Oversaw integration of two financial services company’s retirement platforms. Estimated the total development cost, assembled the staffing models, developed reporting structure, and completed execution within time and budget.
• Communication: Bridged discussions between multivendor teams and client’s business analysts to support a complex technology product upgrade. Translated requirements, drove test planning and execution across teams, resulting in a successful implementation.

• Concentrations: Business Technologies, Marketing, Strategy
• Memberships: Business Technology Club, Marketing Club
• Honors: David Dull Fellowship, Tepper Merit Scholarship

WEST BENGAL UNIVERSITY OF TECHNOLOGY

Kolkata, India

Bachelor of Technology, Electronics Instrumentation Engineering