Surabhi Singh

Building Shopify website, mappeing cross-channel customer journeys, developing engagement strategy, identifying AI automation opportunities, and designing and implementing lead generation workflow.

Conducting an AI Readiness Assessment for a labelling solution, mapping operational processes, identifying automation opportunities, and supporting third-party vendor evaluation toward implementation. Automating lead identification and enrichment.

Evaluated a trading app to identify experience friction and retention risks. Led discovery research into high-value customer needs, identifying opportunities to improve customer service and support.

Evaluated AI-powered workflows and identified opportunities to optimize customer experience.

Conducted UX audit to optimize customer experience.

Performed keyword research and content audit to optimize website.

Conducted competitor analysis to inform marketing approach.

Facilitated research workshops for non-research audiences.

Led discovery research that challenged assumptions and informed brand, competitive, and investment strategy around key customer decision drivers.

Led discovery research into high-value customer needs, identifying opportunities to improve customer service and support.

Evaluated browser extension to optimise e-commerce shopping journeys.

Conducted interviews and sentiment analysis to inform brand and content strategy.

Evaluated AI-supported tool interactions using qualitative feedback and model-based metrics including correctness, groundedness, and task completion rate.

Led CSAT research, coordinating with regional partners and translating quantitative analysis into stakeholder insights and recommendations. Mapped the vendor journey to identify friction points and improvement opportunities, and led B2B concept testing to identify client requirements and inform solution development.

Led generative and evaluative field research, mapping customer journeys and translating insights into product and marketing strategy. Facilitated customer journey workshops and redesigned onboarding workflows to improve engagement.

Led generative research for Crowdhouse to optimize customer journey and content for marketing campaigns. Conducted a UX audit for Help n Trade to improve conversion and streamline activation.

Led field research for the Google Plus Codes project, mapping operational task flows and translating findings into stakeholder insights. Managed project iterations, budgets, and cross-country stakeholders.

Designed and led field research, surveys, and stakeholder workshops to inform implementation processes. Managed projects, stakeholder engagement, and regional reporting.