Vikram Singh

I’m an analytics professional with 3+ years of experience in Product, Business, and Growth Analytics within fintech, grounded in an IIT Kanpur foundation. I build ETL pipelines, leadership dashboards, and process automation solutions to turn data into conversion, engagement, and operational efficiency gains.

At Navi Technologies, I lead 0→1 CX analytics for Navi’s CRM and GenAI platforms across 7 cross-functional teams—establishing KPI frameworks, event instrumentation, and scalable data models to optimize support workflows. I redesigned FAQ journeys and deployed a GenAI support funnel, slashing daily ticket inflow by ~60% and boosting CSAT by 0.3 points across ~20K daily tickets. I also built an LLM-based CX feedback classification pipeline that surfaced an underserved cohort with ~10% lower D7 retention, and I’ve run intent-driven journey experimentation to improve assisted conversions and incremental disbursal outcomes.

Previously at Navi and ClearTax, I strengthened governance and scale by leading RBI compliance initiatives, building 50+ automated checks and dashboards to mitigate regulatory penalty risk, and cutting audit prep by ~70%. I’ve automated reconciliation and reporting workflows (saving 50+ manual hours monthly) using Databricks pipelines, and delivered revenue-impacting work like retaining an ₹80L+ annual revenue client with Spark/Databricks e-invoice reconciliation. I mentor teammates in RCA, dashboarding, and CX workflows, with a clear bias toward measurable outcomes and self-serve analytics for stakeholders.