PRESENT: STRATEGIC DESIGN & TRANSFORMATION | FOUNDER, D-PATHWAYS
D-Pathways is my consulting practice. Working with a small specialist team assembled to context, I partner with senior leadership, owning the full arc from intent clarification through experience architecture, governance, adoption, and institutionalization.
Selected Engagements:
- Experience Architect & Service Designer: leading journey architecture and design for legacy to digital transformation across customer touchpoints, and multiple external/ internal fulfilment workflows.
- Experience & Creative Leadership: National Media Group: applying CX and service design to translate leadership vision into unified cross-channel experiences across print, digital, and live formats.
- Capability Lead: 10,000+ hours of UX, CX, and service design programs delivered globally through universities, incubators, and institutional engagements.
Global Faculty · Human Factors International delivering UX, CX, and service design certification programs to 3,000+ professionals across EMEA, APAC, and Africa: including CUA and CXA global certifications
Academic Advisory Board: SRM Innovation Hub · Current
RECENT: DIRECTOR & CEO, CHENNAI INTERNATIONAL CENTRE
A 500+ member policy and industry think tank and my first experience of taking experience design beyond products and services into an entire organisation.
- Led full organizational leadership, spanning strategy, operations, team-building, membership engagement, and governance.
- Designed the institution’s operating model: digital infrastructure, co-creation frameworks, and governance structures for long-term sustainability.
Impact: Through deliberate engagement design, grew institutional outreach from 350 to 20,000+ across new geographies.
PAST: EARLIER CAREER
Accenture: Client discovery workshops, bridging strategic narrative and client engagement at one of Accentures flagship innovation programs
Senior manager, NRI banking experience: CX audits, Process and journey mapping, usability and experience
Citibank: UX discovery and experience engineering, large-scale program rollouts across geographies, aligning business with experience goals
FIS: UX for fintech products, digital user adoption, part of the global HCD team to set up design function and capabilities
EDUCATION & CERTIFICATIONS
- Currently pursuing: ISB Chief Digital & AI Officer Executive Program & Agentic AI Launchpad
- Design Leadership & Futures Design · Echos Innovation Lab
- Service Design – Conceptualization, Implementation & Modelling · Service Design Network, UK
- CUA & CXA – Certified Usability & Experience Analyst · Human Factors International (HFI)
- Advanced Problem Space Research & Ethnography · Professional certification
- PG Diploma, Network Computing · NIIT