Open to opportunities

Ishita User

@ishitauser3

I’m a strategy & growth Program Manager delivering data-backed CX, process transformation, and market expansion outcomes.

India

Message

What I'm looking for

I’m looking to drive CX and retention improvements and process transformation with data-backed insights, stakeholder alignment, and measurable impact—partnering with senior leadership on market research, GTM, and customer-facing UX initiatives in fast-paced environments.

I’m a strategy and growth Program Manager with 1+ years of experience leading high-visibility, CXO-sponsored initiatives across customer experience & retention, process transformation, and market research & expansion. I’m known for delivering data-backed insights to senior leadership, stakeholder management, structured problem solving, and building solutions that drive measurable outcomes in fast-paced environments.

At mjunction – Tata Group, I analyzed customer complaint data, overhauled SLA matrixes, and recommended AI workflows—cutting inbound calls by 70% after deployment. I also led a B2B e-marketplace UX audit that drove a 19% website traffic uplift and a 22% reduction in bounce rate, built GTM playbooks for channel marketing solutions enabling market entry into 3 new sectors, and improved enterprise innovation ROI by 60% through revised accountability and governance structures.

Experience

Work history, roles, and key accomplishments

Current

Program Manager

Current

Mjunction - Tata Group

May 2025 - Present (1 year 2 months)

In the MD&CEO's Office, analyzed customer complaint data and overhauled the SLA matrix with recommended AI workflows, cutting inbound calls by 70% after deployment. Improved last-mile reward fulfillment for channel sales influencers, reducing dispatch TAT by 67%, and led UX audits and knowledge-sharing initiatives to drive measurable customer and enterprise outcomes.

Excel Customer Experience Customer Retention Process Transformation Root Cause Analysis KPI Tracking Power BI User Journey Mapping Stakeholder Management Market Research Competitive Analysis Knowledge Management Governance Workflow Management

New Product Development Intern

V-Guard

Apr 2024 - May 2024 (1 month)

Validated product-market fit for four new product categories using feature sets and pricing insights, driving a 20% surge in purchase inclination among the surveyed group. Assessed e-commerce and modern trade performance across outlets and SKUs, and improved post-launch performance with channel-level interventions to achieve a 15% uplift within four weeks.

Excel Market Research Competitive Analysis KPI Tracking Root Cause Analysis Power BI User Journey Mapping

Human Resources Intern

Ideamagix

Aug 2020 - Nov 2020 (3 months)

Managed full-cycle recruitment including job postings across three hiring platforms, resume screening, scheduling interviews, and onboarding. Standardized hiring and induction documentation and record management, reducing administrative turnaround time.

Full cycle Recruitment Hiring Interview Scheduling Onboarding Documentation Management Records Management