Sushmita Lakra
@sushmitalakra
I build data-driven digital products that improve customer experience, engagement, and business outcomes.
IndiaWhat I'm looking for
I've led end-to-end product strategy, roadmaps, and delivery across FinTech, B2B Rewards, digital payments, travel, hospitality, and telecom for 13 years.
At Blackhawk Network, I increased NPS from 30% to 60%+ and raised CSAT to 80%+ by building a global Voice of Customer system and aligning product roadmaps with frontline feedback across the US, UK, and India.
At Abhibus and earlier product roles at OYO Rooms and U2opia Mobile, I reduced booking failures by 70%, improved Play Store ratings from 4.2 to 4.6, delivered Android, iOS, and web experiences, and drove 25% MAU growth through data-led product improvements. I now bring Generative AI, LLM workflows, prompt engineering, and AI automation into product strategy and roadmap decisions.
Experience
Work history, roles, and key accomplishments
Product Manager
Blackhawk Network India Pvt. Ltd.
Dec 2023 - May 2026 (2 years 5 months)
Drove a 100% increase in NPS and boosted CSAT to 80%+ by aligning product roadmaps with customer feedback. Architected a Voice of Customer system using Qualtrics and led a comprehensive email communication UI overhaul.
Senior Product Manager
Abhibus
Jun 2016 - Dec 2022 (6 years 6 months)
Achieved a 15% reduction in Booking-Call ratio by implementing a chatbot and improved Play Store rating to 4.6. Reduced booking failures by 70% and led a comprehensive UI overhaul of the Bus Flow across mobile and web.
Associate Product Manager
OYO Rooms
Feb 2015 - Jun 2016 (1 year 4 months)
Designed product flow for a hotel management tablet app and an audit app for operation managers. Implemented MDM for product rollout across 2000+ hotel properties, reducing escalations.
Associate Product Manager
U2opia Mobile Pvt. Ltd.
Jul 2013 - Feb 2015 (1 year 7 months)
Defined user goals for social apps, m-commerce app, and web dashboard. Led end-to-end delivery of 'Twitter on USSD' and designed features for 'Facebook for USSD'. Spearheaded product discovery and user research.
Education
Degrees, certifications, and relevant coursework
Indian Institute of Management Indore
Master of Business Administration, Business Administration
Grade: 2.08/4.33
MBA from Indian Institute of Management Indore, completed in 2013.
West Bengal University of Technology
Bachelor of Technology, Information Technology
Grade: 7.7/10
B.Tech in Information Technology from West Bengal University of Technology, completed in 2011.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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