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Sivakumar

Career

Experience

13+ years across product management, business analysis, and digital strategy. Currently Product Owner 2 at IDP Education.

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Sep 2023 – Present

Current

Product Owner 2

IDP Education·full-time
  • Leading product strategy and roadmap for IDP's global B2C platform (1M+ MAUs) — driving AI-enabled personalisation, CX transformation, and data-informed growth across 50+ markets.
  • Delivered AI-enabled product features leveraging LLM architectures (OpenAI / Claude), RAG pipelines, and vector search to improve user journey personalisation and product intelligence.
  • Orchestrated a "closed-loop" feedback ecosystem by integrating Qualtrics XM with ServiceNow ITSM workflows to automate student support ticket generation based on real-time sentiment — reducing response time from 48h to under 4h.
  • Led the implementation of Genesys Cloud CX across multiple regions to unify voice and digital student inquiries, reducing response latency and improving global conversion by 7%.
  • Conducted data extraction and funnel analysis using SQL and GA4, identifying drop-off trends and improving global conversion by 7%.
  • Ensured responsible AI practices and compliance with internal governance frameworks — model performance monitoring, data drift detection, precision/recall tracking, anomaly detection, latency and fairness metrics.
  • Streamlined test registration process through targeted pain point resolution; launched innovative test center recommendation feature for Test Takers.
  • Skills: Product Management · Agile · AI/ML · LLM · RAG · SQL · GA4 · Genesys Cloud CX · ServiceNow · Qualtrics · B2C · SaaS · Stakeholder Management
AI/MLLLMRAGSQLGA4GenesysServiceNowQualtricsB2CSaaS

Nov 2022 – Jun 2023

Product Consultant

Securekloud Technologies·consulting
  • Led data analytics initiatives for a SaaS platform to identify customer acquisition trends using SQL and Python-based analysis.
  • Built KPI dashboards to monitor churn, conversion, and retention across customer segments.
  • Built and scaled platform products supporting multi-region users, focusing on scalability, integrations, and enterprise-grade product delivery.
  • Evaluated AI use cases and collaborated with engineering teams on LLM-driven product features, experimentation, and responsible AI adoption.
  • Integrated product workflows with CRM ecosystems such as Salesforce to support customer lifecycle management and lead tracking.
  • Skills: Product Management · SaaS · SQL · Python · KPI Dashboards · Salesforce · LLM · Multi-region · Cloud Security
SaaSSQLPythonKPI DashboardsSalesforceLLMMulti-region

Jun 2021 – Nov 2022

Product Owner

Standard Chartered GBS·full-time
  • Developed Core Banking and Wealth Products platforms for South Asian markets.
  • Achieved 20% improvement in product launch efficiency through streamlined delivery processes.
  • Built products with privacy-first design and regulatory awareness (GDPR, security, compliance).
  • Enhanced customer retention through targeted analytical metrics and data-informed roadmap decisions.
  • Streamlined product deployment across South Asian Markets.
  • Skills: Core Banking · Wealth Management · GDPR · Compliance · FinTech · Agile · Stakeholder Management
Core BankingWealth ProductsGDPRComplianceSouth AsiaFinTech

Apr 2020 – May 2021

Senior Business Analyst

Heptagon Technologies·full-time
  • Performed ad-hoc data analysis to identify customer journey bottlenecks, improving retention from 60% to 75%.
  • Used data visualization and KPI tracking to inform product roadmap decisions.
  • Built products with privacy-first design and regulatory awareness including GDPR and healthcare-style compliance requirements.
  • Skills: Business Analysis · Data Analysis · KPI · GDPR · Healthcare Compliance · Customer Retention
Data AnalysisKPIGDPRHealthcare ComplianceCustomer Retention

Feb 2017 – Mar 2020

Business Analyst

Pathfinder Business Analysis Pvt Ltd·full-time
  • Collaborated with relationship managers, IT developers, and upper management to prioritize workflow and deliver projects on time.
  • Provided team leadership and support through effective interpersonal skills.
  • Managed and mentored a team of Junior Analysts in their day-to-day activities on their respective projects, ensuring quality output.
  • Skills: Business Analysis · Team Leadership · Stakeholder Management · Mentoring · Requirements Gathering
Business AnalysisTeam LeadershipStakeholder ManagementMentoring

Dec 2015 – Feb 2017

Project Coordinator

Angler Technologies·full-time
  • Translated business user concepts and ideas into understandable and comprehensive business requirements and design documents.
  • Identified problem areas and performance gaps to mitigate or eliminate issues and maintain compliance with project management framework standards.
  • Skills: Project Coordination · Requirements Gathering · Documentation · PMO · Business Analysis
Project CoordinationRequirements GatheringDocumentationPMO