I'M
Sanchit
Khandelwal.
Head of Digital
01 PROFESSIONAL
MY KNOWLEDGE LEVEL IN SOFTWARE
SK
PROFESSIONAL OBJECTIVE
My objective is to continue to lead and deliver impactful digital products and services that create value for customers and businesses and drive transformative outcomes through the strategic merging of business and technology. I want to leverage my skills and experience in digital strategy, product development & management, customer experience, and vendor management to drive innovation and transformation. I also want to keep learning and exploring new technologies and trends that can enhance the digital capabilities and offerings for my employer/client. I am always open to new challenges and opportunities that can help me grow as a professional and as a person.
About me
An accomplished Digital Leader with a proven track record in orchestrating successful business-technology convergence. I am driven by a passion for driving transformative outcomes through innovative digital products, strategic technology solutions, and customer-centric approaches. With expertise in software development lifecycle, digital product development, and business change, I empower organizations to thrive in the digital age, delivering sustainable growth and exceptional customer experiences. I am passionate about creating value for money, meeting the highest standards of quality, and aligning with the company’s strategic goals. I have a strong expertise in merging business and technology to achieve impactful outcomes. I am always looking for new challenges and opportunities to learn and grow.
02 Academic Credentials
MY EDUCATION. SEE MORE >
03 Experience
June 2019-Present
National Express
Head of Group Digital Products
Strategize, define, and deliver digital products and services that provide value for money, meet the highest standards of quality, and align with the company's strategic goals.
• Integrated API platform: To reduce duplication of technology and facilitate transformation of dispersed legacy systems across the group, strategized the creation of an integrated API platform. The objective was to deliver a sustainable roadmap for reducing tech debt of technology projects, while incurring low costs. The primary project under this programme was ‘Payment as a Shared Service’ initiative, where we successfully consolidated four payment gateways into a single strategic partner.
• Onboard Vehicle Technology project: Curated a culture of innovation, resulting in the conception of On-Board Vehicle Strategy and the future of public transport project. The project aims to connect vehicles, operations, and customers using data to enhance operational efficiency and customer experience. It utilizes open-source technology and mainstream IoT devices, repurposing them for various functions. The project expects significant cost savings of 20%-40% while surpassing the capabilities of current technologies.
• End-to-End delivery of Trans exchange (TXC) platform for National Express: Conceptualised, led and delivered the TXC platform to be BODS compliant.
• Data & API governance framework: To build an API driven product ecosystem and break data silos.
• Product way of working with product-first agile approach: The customer-centric framework for the efficient delivery of digital products.
• Vendor Management: Managed the relationship with the supplier of one of the mission critical
products, uTrack. Led the commercial and contract negotiations including feature discussions and
prioritisation, roll-out, SLAs etc for the migration of uTrack Origin from the legacy Vanguard system. Origin
is a cloud-based software platform that provides National Express with real-time insights and analytics to
improve operational efficiency and passenger experience. It does this by collecting data from a variety of
sources, including telematics, ticketing, GPS, and weather, and then using that data to create a single,
unified view of the operation. This helped to track vehicles in real time, monitor punctuality, identify
incidents, and plan schedules.
• ERP Transformation: Strategized and led the modernisation of the Back-office management ERP system.
• Spearhead Mobility as a Service (MaaS) solution for the West Midlands Region of the UK. In collaboration with the local government, strategised a MaaS platform to provide seamless transportation options to commuters. Once implemented, this platform would generate an additional source of revenue.
May 2018-May 2019
Royal Bank of Scotland (RBS)
Associate Director, Artificial Intelligence
Created a streamlined and efficient control framework, strategically defined, to support the Tyl proposition, within RBS's innovation arm. The innovation arm of RBS operates like a start-up, separate from the ring-fenced RBS governance to promote agility and bring innovation to the bank. The primary focus of this control framework was to keep bank and its customers secure.
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Delivered risk management framework aligned for Tyl, the card payments proposition of RBS.
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Delivered AI ethical and governance model to attain a consistent approach to adopting, implementing, and governing AI models in the bank.
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Established partnerships with key stakeholders to ensure alignment between business objectives and customer needs.
Nov 2016-Nov 2017
O2 Drive
Product Owner (interim)
Spearheaded development and launch of the then market leading O2 Drive app (a tech start-up proposition of O2) and digital proposition, which focused on solving needs of drivers, collecting driver data, and increasing app patronage. Managed the strategic vision of the app by introducing new features and functionalities, making the app more usable and customer-friendly, and resulting in increased app usage and better customer feedback.
Worked in partnership with O2 Insurance partners and underwriters to provide them with relevant information on customer behaviour and driving patterns, increase market share of O2 Drive, and define the strategic roadmap for introducing new features to the app and the customer proposition.
Mar 2015–Dec 2015
Barclays Wealth
Business Analyst (interim)
I worked in the capacity of a Business Analyst for a project intended to integrate Barclays wealth customers with the retail platform. I worked with Accounts Opening work stream analysing the customer onboarding journey for existing customers to open wealth account with Barclays. Customer experience with the best in class user journey is the key focus, other important areas to adhere are FATCA, KYC, frauds, alerts and markers level details.
Nov 2017-May 2018
Workshare
Director of Customer Experience
I joined Workshare in the capacity of Director of Customer Experience to address, define and shape up customer experience strategies for the organisation, I also headed the payments programme to create a seamless customer experience for payments and renewals cycle and improve payment success rates. Created a seamless customer experience for payments and renewals cycles and to improve payment success rates to cope with payment failures. Improves renewals by reducing the number of failed transactions by 39%.
Dec 2015–Nov 2016
RBS
Scrum Master / Product Manager (interim)
Led a team of 26 people (including Developers, Testers, Arch, etc.) on the digital transformation programme, which aimed to improve the customer journey, reduce operational overheads, and provide users with a seamless customer experience. The project automated several manual business processes
Apr 2014–Mar 2015
Rank Group
Product Manager/BA (interim)
Worked in the capacity of Product Manager/BA for replacement of the current CRM system, minimise Card errors in the payment system, Poker website redesign and Grosvenor casino website redesign
Jan 2014–Apr 2014
Vodafone
BA / Product manager (interim)
I worked with other Business Analysts and Product Managers to define use cases for the new M2M IOT products to be launched by Vodafone. This work included defining customer experience and user journey.
Nov 2013–Jan 2014
Ladbrokes
Product Manager/BA (interim)
Worked in the capacity of Product Manager/BA for the Genesis programme that was initiated to migrate the back operations platform from one vendor to another. My role with Ladbrokes was to analyse and document the impact of migration on the operations of finance and telephone betting teams and financial systems.
May 2013–Nov 2013
Linklaters
BA / Project manager (interim)
I worked with other Business Analysts and Project Managers on a number of different projects including organization-wide SPAM filter replacement solution, implementation of Guest wifi network, Lync 2013 upgrade and replacement of Learning authoring tool.
Jan 2011-Sept 2012
Sportingbet
BA / Product manager
I worked on the most critical and largest programme running at that time, this was to get Spanish Gamling license for Sportingbet. I worked on the creation of a new website to include sports book, displaying results, payment, transaction, registration etc. transactions reporting to regulators by means of SAFE.
Feb 05–Feb 09
Sapient
Associate Technology
I joined Sapient as a trainee technology, promoted to Associate Technology L1 then L2. Within 4 years, I worked on a number of projects for prestigious clients like United Utilities, BT health, Vodafone, BT health, Enbridge gas etc.
Sept 2012–May 2013
Norton Rose Fullbright
Project Manager/BA (interim)
I managed the requirements of one of the IT Transformation programme at Norton Rose for upgrade MS Office and Windows, including a number of other Financial system applications. The ultimate goal is to have systems that allow consistency across all of the member firms.
Mar 2009–Dec 2010
TSYS
Lead Business Analyst
I worked as a team leader for Business Analysts, managing several projects, in which technical teams worked on creating the GUI screens in Java – J2EE using sophisticated technologies like struts, multithreading etc over TS2, the core product of TSYS.
I received a certificate of appreciation for outstanding performance from CTO of TSYS.
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