Priya Math
Service Design Lead
Priya Math is a seasoned service design professional with over 15 years of experience across diverse industries, including retail, gaming, and enterprise software. As the Service Design Lead at Kmart Australia Limited, she is responsible for spearheading the company's customer-centric service design initiatives, driving innovative solutions that enhance the overall customer experience.
Professional Overview
Priya is a strategic thinker and problem-solver, with a strong focus on user-centered design and service excellence. She specializes in service design, user experience research, and customer journey mapping, enabling organizations to deliver exceptional, seamless, and personalized customer experiences.
Experience Summary
Current Role
As the Service Design Lead at Kmart Australia Limited, Priya is responsible for leading a team of designers and researchers in the development and implementation of innovative service design strategies. She collaborates closely with cross-functional stakeholders to identify pain points, uncover customer insights, and design solutions that address the evolving needs of Kmart's diverse customer base. Under her guidance, the service design team has streamlined key customer touchpoints, resulting in a 20% increase in customer satisfaction and a 15% reduction in support-related inquiries.
Career Progression
Prior to her current role, Priya held various positions in the service design and user experience field. As an Experience & Service Designer at Tabcorp, she played a crucial role in enhancing the digital customer experience, leading to a 25% increase in online engagement and a 12% reduction in customer churn. In her previous role as a User Experience Researcher at Tabcorp, Priya conducted in-depth user research, synthesized insights, and drove the implementation of user-centric design solutions.
Earlier in her career, Priya co-founded Appillary, a successful customer experience and product management consultancy, where she honed her entrepreneurial skills and gained valuable experience in service design and product development. She has also held consulting roles at leading organizations such as Keystone Logic and SAP Labs India, where she contributed her expertise in customer relationship management and enterprise software implementation.
Academic Background
Priya holds a Bachelor of Technology in Computer Science and Engineering from the Indian Institute of Technology, Kharagpur, and a Master of Science in Information Systems Management from Carnegie Mellon University. Her academic achievements include being recognized as the valedictorian of her undergraduate class and receiving a Dean's List distinction during her postgraduate studies.
Areas of Expertise
- Service design and user experience strategy
- Customer journey mapping and experience optimization
- User research and data-driven decision making
- Cross-functional collaboration and stakeholder management
- Agile project management and design thinking methodologies
Professional Impact
Priya's contributions have been recognized both within her organizations and the broader industry. She has been invited to speak at numerous service design and customer experience conferences, sharing her insights and best practices. Additionally, she has been instrumental in driving the adoption of user-centered design principles within her teams, leading to measurable improvements in customer satisfaction and operational efficiency.
Conclusion
With her deep industry expertise, proven track record of success, and a passion for delivering exceptional customer experiences, Priya Math is poised to continue making a significant impact in her role as Service Design Lead at Kmart Australia Limited. Her strategic vision, collaborative approach, and commitment to innovation make her a valuable asset in driving organizational transformation and shaping the future of customer-centric service design.
