Chhaya’s Blog

Resume

Chhaya Arrawatia

Strategic Consultant, e-Commerce & Retail

LinkedIn

Summary

A strategic consultant with over 12 years of expertise in business and domain consulting, driving transformative solutions across the e-Commerce ecosystem. Specializing in e-Commerce (B2B, D2C and Omni-Channel), with extensive experience in assessing digital portals, analyzing customer journeys and optimizing platform functionalities to align with business objectives. My work includes deep dives into digital customer behaviors and identifying pain points to craft seamless, intuitive and engaging digital experiences.

I create tailored solutions that enhance business outcomes. Cross-cultural exposure and a comprehensive approach let me undertake customer, competitor and market intelligence across diverse segments and product categories, ensuring data-driven decision-making.

Highlights

Global Tobacco Retailer | B2B commerce website implementation. As product owner, rolled out a B2B e-Commerce portal for 10 European markets.

  • Ran discovery workshops across the global client team, end markets and platforms to gather requirements, then analyzed and prioritized them into a development backlog.
  • Built continuous interaction with customers to keep the work aligned with business goals.

Indian Retail Conglomerate | e-Commerce assessment. As product owner for a 6-month engagement, assessed 8 brands (apparel, jewellery and accessories).

  • Created the Digital e-Commerce Capability Assessment Framework (DeCAF), with more than 600 capabilities and functionalities, to assess the digital portals of all 8 brands.
  • Used the findings to create and prioritize a backlog to improve digital conversion.
  • Designed A/B testing experiments to test customer engagement and identify breaking points in the journey.

Leading Essential Oils Retailer | e-Commerce portal design (D2C). As product owner of an e-Commerce portal serving their entire MLM business and operations, analyzed processes across the value chain to optimize delivery time and customer experience.

  • Designed the process flow for out-of-stock functionality, reducing manual work for operations and logistics teams in peak order hours and sharply cutting back orders.

Luxury Retailer, USA | Next-generation ESP (email service provider). Consulting engagement to help a US retailer move to a more automated, efficient ESP. Defined the feature set with the customer and helped select the right platform.

Experience

Cognizant, Bangalore: Sep '21 to present

Senior Consultant, Retail & Consumer Goods (Mar '24 to present)

  • Mapped customer journeys across clients to understand touch points and identify areas of improvement, as part of Omni-channel improvement pitches.
  • Created the Digital e-Commerce Capability Assessment Framework (DeCAF) to measure retail and e-commerce customer journey touch points and score and enhance customer experience.
  • As part of the Customer Experience (CX) line of service, led multiple pitches with in-depth research using website assessments, customer journey mapping and social media analysis, identifying insights and opportunity areas to improve CX and engagement.

Consultant, Retail & Consumer Goods (Sep '21 to Feb '24)

  • Created internal frameworks (D2C, social media profiling) and POVs (data-driven customer journey) for customer experience insights, used in both pitches and consulting.
  • Led multiple RFPs in the e-commerce space covering CDP, Magento implementations and B2B implementations for clients in Retail & Consumer Goods.

Tech Mahindra, Bangalore / Hyderabad: May '14 to Sep '21

Retail Domain Consultant (Sep '20 to Sep '21)

  • Created new solutions and offerings addressing a retail customer's pain points, based on their strategy and market intelligence insights.
  • Worked on Digital Operations Management (DOM), a full-stack digital platform integrating creative, commerce, content, digital marketing, operations and customer service to significantly increase retailer margins.
  • Collaborated on product content auto-generation using AI, letting retailers generate product content and descriptions from attributes, removing the need for third-party marketing agencies and reducing operational costs.

Marketing Associate / Senior Associate (May '14 to Sep '20)

  • Conceptualized and delivered multiple customer pitches at CXO level.
  • Analyzed the market for trends and created digital POVs for the Retail and CG industry.
  • Drove geography-specific workshops for the Retail industry.
  • Designed internal frameworks for customer experience insights, used in both pitches and consulting.

Education

  • PGDM, Retail: K.J. Somaiya Institute of Management & Research, Mumbai (2014)
  • B.E., Computer Science: R.G.P.V., Bhopal (2011)

Rewards & recognition

  • 4 internal performance awards and multiple customer appreciations at Cognizant (2022 to 2024).
  • Top performance rating for six years running (2015 to 2021) at Tech Mahindra.

Writing