Ramakrishna Genupula

As Vice President for Digital Product Management, CX & Insights, I led Citibank’s regional digital strategy and customer experience transformation across 14+ markets in APAC and EMEA, driving measurable business impact, digital adoption, and customer satisfaction through data-driven execution and agile leadership. Key responsibilities and achievements include: Digital Transformation & Strategy: Spearheaded large-scale digital initiatives for Wealth and Retail Banking, translating business objectives into actionable product roadmaps that enhanced engagement, servicing, and acquisition. CX Leadership: Directed a regional team of CX and Data Analysts to embed customer insights into transformation programs, leading to a ~200% uplift in Net Promoter Score (NPS) and stronger client advocacy. Digital Onboarding Excellence: Implemented bundled account opening journeys with e-KYC, digital signatures, and real-time credit checks, cutting onboarding time and significantly improving client conversion rates. Voice-of-Customer (VoC) Programs: Owned and expanded the Qualtrics-based VoC platform, managing vendor partnerships and commercializing insights to inform digital strategy and customer interventions. Push Notifications Optimization: Enhanced push notification traceability and engagement through MoEngage and Sinch, achieving ~81% increase in adoption while reducing SMS costs. Agile & DevOps Delivery: Standardized agile processes, prioritized backlogs, and reduced technical issue resolution time from months to days. Regulatory Credibility & KPI Governance: Streamlined complaints management, standardized KPI reporting, and established data-led governance across multiple markets.

Drove digital product and CX transformation across 14+ APAC & EMEA markets. Standardized NPS and VoC programs reaching 5M+ clients, rolled out Salesforce Marketing Cloud regionally, and optimized mobile app performance via API tuning. Enhanced engagement, speed, and satisfaction through agile delivery and data-driven insights.

As Technical Project Leader, I managed full-stack solution delivery and platform modernization for Citibank’s APAC & EMEA digital initiatives. I collaborated across business, technology, and vendor teams to ensure secure, scalable, and compliant delivery of enterprise-grade applications.

As a J2EE Consultant / Developer, I designed, developed, and integrated enterprise-grade applications supporting banking and government digital systems. I collaborated with business analysts, architects, and operations teams to deliver robust, secure, and scalable software solutions aligned with business and regulatory needs.

As a Software Engineer, I developed and maintained enterprise applications for the Housing & Development Board (HDB) of Singapore, ensuring high performance, scalability, and operational reliability for mission-critical systems used in public housing services.