Nidhi Muktikar
@nidhimuktikar
I design data-informed services that improve customer journeys and business outcomes.
ItalyWhat I'm looking for
At Shell India Markets, I led end-to-end service design for Shell MarketHub, a $29M B2B e-commerce platform, and helped raise customer satisfaction from 6.4 to 8.2 within three months of global release. I also prototyped improved Aviation B2B journeys that contributed to a 93% reduction in operational costs.
I've since supported Deutsche Telekom’s telecom and fintech service initiatives, including the rollout foundation for Ask T, Telekom’s AI assistant. I turn customer insight, service data, and operational complexity into journey maps, service blueprints, accessible digital experiences, and clear decisions for cross-functional teams.
Experience
Work history, roles, and key accomplishments
Designed and refined service concepts across telecom and fintech divisions, translating CX and service data into journey maps and service blueprints. Contributed to the rollout of Ask T, Telekom's AI assistant, and embedded WCAG 2.1 accessibility standards.
Digital Experience & Marketing Strategist
SOHO Office Malta
Jul 2025 - Sep 2025 (2 months)
Conducted mixed-method customer research and competitive benchmarking to inform digital service concepts and content strategy. Redesigned website information architecture and implemented GA4 tracking to improve navigation and marketing performance.
Service Designer
Shell India Markets Pvt. Ltd.
Jul 2022 - Sep 2024 (2 years 2 months)
Led end-to-end service design for Shell MarketHub, a $29M revenue-generating B2B e-commerce platform. Created service blueprints, facilitated co-design workshops, and drove a 93% reduction in operational costs and increased customer satisfaction from 6.4 to 8.2.
Education
Degrees, certifications, and relevant coursework
Politecnico di Milano
Master of Design, Strategic Design
2024 -
Pursuing a Master of Design in Strategic Design, focusing on design-led strategy and innovation.
Antwerp Management School
Certificate, Corporate Innovation
2025 - 2025
Completed a Corporate Innovation Sprint, focusing on innovation management and corporate strategy.
Srishti Institute of Art, Design and Technology
Bachelor of Design, Business Services & Systems Design
2018 - 2022
Earned a Bachelor of Design in Business Services & Systems Design, with a focus on service design and systems thinking.
Tech stack
Software and tools used professionally
Availability
Location
ItalyAuthorized to work in
Website
nidhimuktikar.framer.websiteSocial media
Job categories
Skills
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