Srayan Goswami

Redesigned Textlocal UK into Webex Interact, recreating the SMS and WhatsApp campaign experience for SMBs and adding new capabilities. Drove an increase in customer engagement and revenue increase. Roles & Responsibilities: 🧩 Designed and improvised workflows end-to-end: migration, new acquisitions, onboarding, campaign creations, payments and pricing, notifications, AI Rewriting Assistant, spam traps, integrations, teammates, workspaces, email templates, etc. 🧩 Introduced quality improvement processes for engineering collaboration and customer feedback integration. 🧩 User research activities: - Conducted interviews with internal marketers to understand their goals, problems, and interactions with CPaaS tools. - Integrated user feedback and business requirements from Intercom's feedback board and market research into ongoing product experience updates. - Analysed user behaviors by setting up user journey funnels via Heap Analytics. - Initiated and facilitated design discussions, user problem validation strategies, and synthesized feedback to align the Customer Success team with a shared outlook and direction. 🧩 Gathered and defined product requirements in coordination with Product Managers. Brainstormed customer journeys, business goals, market fit, technical feasibility, and solutions with Product Managers and collaborated with Engineers to create user journeys, flow diagrams, wireframes, and high-fidelity prototypes. 🧩 Led the design system expansion strategy across 5 CPaaS products, ensuring visual consistency and accessibility. Partnered with the designers of other CPaaS product teams and the engineers to build a single design language while adhering to the Mantine React JS library capabilities. Highlights: ⭐ Improved account migration conversion by 38% through value promotions, improved workflow, and better UX copy. ⭐ Boosted monthly recharge value by 202.8% in 1 month by designing a ‘Quick-Send SMS’ widget based on data-driven behavior.

Designed POC for enterprises to create avatar-centric, personalized & interactive videos (multimodal LLMs & diffusion models), for customer onboarding, ADs, services, retention & upselling. Roles & Responsibilities: 🧩 Storyboarded and prototyped use cases to identify Gen AI personalization capabilities, showcasing it to business leaders and potential clients to gather feedback, and find new opportunities at WebexOne23. 🧩 Brainstorming with Product Manager, Designers, Engineers, ML Scientists to conceptualize platform capabilities.   🧩 Conceptualized and benchmarked: - Speech and tone processing using Google TTS & Eleven Labs, - Animated images using Playground AI, Midjourney, Firefly - Avatar (static & video) using Sad Talker API - Text using ChatGPT APIs Highlights: ⭐ Secured 2 client requests (pre-contract) at the WebexOne23 global event demo for the energy bill video use case. ⭐ Generated 1400+ beta access requests through a mobile-first web app featuring a personalized video & feedback form.

Enhanced 300K+ cognizant employees' skill-up engagement & growth commitment through a mobile-responsive e-learning platform. Gamification | Personalization | Recommendation-based Search | Course & hackathon marketplace | Social communication | Training and events | Admin management Roles & Responsibilities: 🧩 Gathered stakeholder requirements and strategized solutions by putting them in the context of business and user goals. Presented work to the Global Senior Director and the Associate Director. 🧩 Conducted interviews/focus groups with employees to understand and articulate learning goals. 🧩 Led the initiative of being the Product's cross-collaborative point of contact. 🧩 Managed and mentored the 2 Sr.Visual Designers in the team on user-centered design. 🧩 Created the Usability Testing plan and executed it with 40 participants in 2 groups, and the report was selected as an artifact for client reference. 🧩 Planned and facilitated usability studies for 40 learners (2 groups), yielding a SUS of 68.75 / 100 that drove significant workflow enhancements. The report was selected as a standard client showcase to demonstrate ROI and value. 🧩 Documented Heuristic evaluations and RFPs for potential project acquisitions. Highlights: ⭐️ 1x Sapphire Award ⭐️ Accomplished a 27% increase in weekly learning engagement

Designed Power BI data visualization dashboards for Advanced Auto Parts Inc. for Sales, Supply Chain, Performance, Partnerships, etc. Roles & Responsibilities: 🧩 Working with the client-site Design Manager, 1 Sr. Designer, and 3 Lead Visual Designers to gather stakeholder requirements and summarize them in the context of business and user goals. 🧩 Producing design visualizations to help everyone understand the best experience: flows, user journeys, wireframes, and prototypes. Highlights: ⭐️ Reduced reporting hours by 7.5 hours/week for 4700+ district & store managers by automating 15 manual sales.

Provided consultation to Unilever (NA, LATAM, Europe) B2B buyers and suppliers on their problems and assisted them in improving their SAP Ariba buyer experience. 🧩 Automated downstream procurement processes and supported CX resolutions. 🧩 Analyzed consumer goods procurement data to report insights and detect data inaccuracies. Highlights: ⭐️ 3x Manager's Choice Awards. ⭐️ 2x Deep Skill Adder Awards.

🧩 Accelerated the UI development of a Port of Singapore Authority International (PSAI) with clickable prototypes for 86 of 170 core components.