At Paytm, I owned the UPI post-payment experience, including transaction outcomes, retry optimization, and complaint resolution. Redesigning post-failure journeys and error messages improved retry rates by 2.3%, user retention by 0.8%, and repeat transactions by 1.3%.
I drove retention and engagement through Paytm’s Gold Coins loyalty program, which lifted user retention by 4% and doubled post-payment engagement. I also introduced automated complaint flows and improved UDIR-based dispute resolution, reducing support tickets and increasing BOT CSAT.
At AppDirect, I optimized the B2B subscription checkout flow, lifting conversion by about 2% and reducing cart abandonment by 3.5%. Earlier, at TO THE NEW, I improved conversion and playback journeys for an OTT subscription product.
