SURYANKA JATAIN

Professional and industry experience

• Suryanka is a Principal Consultant within KPMG, Lower Gulf Consulting practice specializing in digital strategy, customer experience design and implementation
• Suryanka has delivered complex solutions across internet, mobility, e-commerce, retail and real estate sector entities. While her specialization is on digital and customer experience, she has strong experience in technology strategy consulting, innovation, corporate strategy & planning, omni-channel transformation, PMO Establishment and strategy implementation
• Suryanka has been an entrepreneur and has experience in successfully raising venture capital funding from marquee investors. As part of the founding team, she has launched and scaled internet and e-commerce businesses. She is an innovation specialist and is actively involved with start-ups as an advisor

Relevant experience

• (Ongoing) Leading the customer experience transformation program for a leading government entity. The objective of the project is to align the experience to smart Dubai and 10x initiative. Facilitated inputs from stakeholder workshops, customer focus groups, global benchmarking and internal data analysis to develop the As-Is and To-Be customer journeys across the organization along with the capabilities required to deliver the envisioned customer experience
• Developed the implementation plan for a large e-commerce start-up in Dubai. Liaised with the leadership team to set-up the organization-wide project management office. Established the CX team at the start-up including target experience design, user experience best practices on the platforms (web and mobile), usability testing & research and voice of customer program
• Digital maturity assessment (customer facing and internal process automation) for a Dubai based real estate major. Created to-be customer journeys and developed a user experience mock-up of the mobile app to illustrate the recommended digital customer experience. Recommended initiatives and the implementation plan to achieve the desired state
• Evaluated technology landscape (processes, applications, infrastructure and governance), data flow and information management to develop the Business intelligence and Digital strategy for a large community developer based in Dubai. Recommendations focused on smart initiatives to align the client’s digital agenda to the Government’s Smart City project
• Conceived and implemented the Omni-Channel growth strategy for a lifestyle product start-up. Launched India’s first ever digital pop-out store with a focus on enhanced customer experience and engagement.
• Led the digital transformation initiative for a large mobility and retail conglomerate with operations in India and SE Asia. Developed a comprehensive plan to align the group towards process automation, business intelligence & analytics, channel optimization and integrated presence across geographies