Yatin Budhiraja

• Leading a seven-member multi-site data analytics team within Strategy and Planning domain • Responsible for identifying opportunities to reduce live agent interaction volume by enhancing digital self-service capabilities for the customers • Collaborated across Fidelity's business units to identify a segment of customers who are more likely to buy or enrol in multiple products. A consistent channel strategy was proposed to target these customers on all digital platforms and websites • Pitched an idea to reduce the number of repeat calls. Applied Apriori algorithm to identify those behavioral factors that increase the odds for a phone associate to share erroneous information with the caller

• Helped grow the size of DOS (Digitalization of Services) India analytics team from 3 FTEs to 7 FTEs based on the business value delivered • Identified the opportunity for posting a Virtual Assistant (VA) on the website. A/B Test methodology helped prove that this functionality has reduced the call rate of VA users by 10%, thereby resulting in savings worth $4.4 million - Applied Logistic Regression classification technique to find out those topics, transactions and demographic variables that make a customer more likely to call post their interaction with VA • Influenced Fidelity’s B2C strategy on serving the underserved customers. Analyzed data on financial stress, account balances and living conditions of the diverse ethnic groups residing in the United States

• 2 colleagues and I were jointly responsible for nurturing Digital Analytics capability in Fidelity’s B2B2C space - Evaluated effectiveness of the various digital channels (Web, Mobile & Tablet) for both post login and pre login experiences using Adobe Workspace and online clickstream data • Drove vendor onboarding discussions to procure the new MaritzCX survey analytics platform for Fidelity’s Client Loyalty program. Travelled to 5 different states in the US to get buy-in from all relevant stakeholders before signing the contract • Influenced service calls strategy by recommending a critical change in the evaluation of repeat call rate. Post this change, the organizational goals were revised for 2 KPIs (Key Performance Indicators)

• Delivered customer insights for Workplace Investing vertical of Fidelity’s B2B business - Responsible for survey analytics, text mining, data analysis, data modelling and vendor management for the key research studies such as Client Satisfaction, Loyalty and Panels • Applied Market Basket Analysis to determine the impact of qualitative feedback or customer sentiment on Net Promoter Score (NPS) - Awarded WMSE (Workplace Marketing, Solutions & Experience) Employee of the Quarter under the category of Innovation Champion for developing the methodology

• Overall program management responsibility for Fidelity’s B2B Departed Clients Survey - A blind study was conducted with Fidelity’s former clients to understand the reasons of their departure - Competitor analysis and primary market research techniques were used to dig deeper into customer pain points • Analyzed data and presented actionable insights from the various Panel studies that were conducted to test or validate new product features

• Responsible for redesigning sales research and analytics methodology for Fidelity’s B2B domain - Utilized Thematic Content Approach for translating qualitative data from customer transcripts into quantitative analysis

▪ Utilized text mining techniques to do key driver analysis on Fidelity's B2B Win-Loss or client acquisition study ▪ The methodology helped identify lead indicators of the company's performance in U.S. Retirement Plans Market ▪ Bagged a Pre Placement Offer to join as part of the same team

▪ Awarded Merit-based Scholarship during Graduation. ▪ Topped Panjab University in Business Mathematics & Statistics (100%). ▪ Bagged third position in Inter College Business & Economics Quiz.