Product Owner
Siemens
UX Research
CX PLAYBOOK
Interaction Design & Strategy
bcg
CX Strategy
AI CC
Digital Customer Experience
voc
Experience
Senior Product Manager
2024 - 2025 · Munich, Remote
Tendable
Bringing research-led design to a product that 400+ hospitals depend on
Tendable is an AI-driven HealthTech company building clinical audit and compliance tools used across the UK's NHS. When I joined, the product was transitioning from a legacy inspection workflow to a modern, mobile-first experience, and there was no embedded research practice guiding that shift.
Over 10 months, I built continuous discovery into the product team's rhythm, running interviews, diary studies, JTBD mapping, and usability testing with hospital staff, compliance managers, and frontline auditors. That research reshaped how the product was designed: onboarding and audit creation flows were rebuilt from evidence, not assumptions, improving NPS by 19.5% and conversion by 27.7%. I redesigned the Admin Portal's information architecture, reducing cognitive load by 3× and bringing it in line with WCAG accessibility standards.
Beyond individual studies, I helped the team think differently about how research connects to business outcomes. I developed UX KPIs that gave leadership a shared language for measuring product quality, established research-to-requirement traceability that cut QA rework by 30%, and introduced AI-enhanced workflows in audit creation that lifted engagement by 22%. I also built a self-serve insight repository and mentored PMs and designers in research methods, so that user understanding didn't live in one person's head.
By the time I left, research wasn't a phase in the process. It was part of how the team made decisions, from sprint-level design choices to CEO-level product strategy.
I conducted a "proto-persona" workshop for the cross functional team of product, customer success and sales to align them on the user expecrtation alignment and do a alignment workshop for feature of user views needed.Tendable is an AI-driven HealthTech company building clinical audit and compliance tools used across the UK's NHS. When I joined, the product was transitioning from a legacy inspection workflow to a modern, mobile-first experience, and there was no embedded research practice guiding that shift.
Designed the mobile first version of the assessment for the first time for the one the go nurses and who cannot carrylaptops everywhere and have to move from one ward to another in different locations
The entire revamp and reimagine of tendable 1.0 inot the tendable 2.0 with higher cx principles of assistance, visual cues aguiding it. making it more responsive, error states and clear and hierarchial.
There was no embedded research practice guiding that shift from tndable 1.0 to 2.0 so I made a detailed competitive anaylsus framewokr which was scalable and could be used by the producr team snad sales and in the CEO strategy and qbr narratives incluing swot anaylsis, feature metrix and more.
Senior Design Researcher : CX & AI Strategy
2024 · India
Boston Consultancy Group
Embedding research and AI into enterprise tools built for fortune 500 clients
BCG X is the tech build and design unit of Boston Consulting Group working at the intersection of AI, digital transformation, and product strategy for global clients. I joined as the sole Senior Design Researcher on a cross-functional team building Talent Builder, BCG's workforce planning SaaS product used by the UN and large enterprises.
My job was to make a consultant-dependent tool self-sufficient. I mapped end-to-end journeys and Jobs-to-Be-Done across Talent and Finance platforms, ran ethnographic research and contextual inquiries with global HR leaders, and identified 7 high-impact opportunities to integrate generative AI into the product directly influencing BCG's Gen-AI product strategy. One of those became the first LLM-powered module shipped within Talent Builder.
I also built the measurement infrastructure the team had been missing. A testing framework combining A/B experiments, usability studies, and behavioral analytics improved mobile task success by 21%. Persona systems and a research backlog governance model scaled insight adoption across product planning by 40%. I led sprint planning, cross-functional critiques, and client workshops translating complex workforce data into design decisions that business leaders could actually act on.
The work taught me something I carry into every role: the best research doesn't just answer questions it changes which questions the team asks next.
Designing a Talent Strategy Solution for end-to-end Talent Management by Clients
Used by major organisations including the United Nations & big HealthTechs, Talent Builder helps HR and business leaders forecast, plan and optimise talent at scale. My work transformed the tool from a consultant-driven platform into a self-serve, HRIS-like experience - combining workforce planning, skills taxonomy, compliance and performance insights.BCG set a goal to elevate Talent Builder into a self-reliant, AI-powered platform that clients could use independently.
Designing a Talent Strategy Solution for end-to-end talent management by clients
Product Manager CX
2024 - 2025 · Munich, Remote
Tendable
Turning experience data into product decisions across 30+ financial products and 15M users
Bajaj Finserv is one of India's largest financial services companies — lending, credit cards, insurance, investments — serving over 15 million monthly active users. I joined a team that had plenty of analytics dashboards but no structured way to turn user signals into product action.
Over 20 months, I helped close that gap. I drove the Digital Experience Score from 6.1 to 7.4 in a single quarter through funnel-diagnostic research — combining behavioral analytics, usability studies, screen recordings, and field visits to find where and why users were dropping off. That work led to 175+ data-driven optimizations across the product suite, improving task efficiency by 18% and user satisfaction by 23% through 35+ A/B tests.
I built the company's first structured CSAT and NPS frameworks for Voice of Customer, giving product teams a reliable, ongoing signal instead of one-off surveys. I facilitated synthesis workshops and created a CX playbook that I rolled out through cross-functional workshops with 150+ stakeholders — making research practices accessible to teams who'd never worked with a researcher before.
The project I'm most proud of: conceptualizing an AI-based credit card recommendation model that personalized card selection for financially inexperienced users. It replaced a confusing 33-card listing page with a guided, 3-step conversational flow — lifting activation and retention by 20% and reducing bounce rates by 56%.
Research at Bajaj wasn't just about improving screens. It was about building the muscle for an organization of thousands to listen to its users systematically.
Senior Researcher & Designer
2024 - 2025 · Munich, Remote
Tendable
Learning to listen, building a research foundation in enterprise finance and tax compliance
Northern Trust is a global financial services company managing institutional assets. Avalara builds tax automation and compliance software used by businesses worldwide. Across these two roles, I learned the craft that everything else was built on.
I conducted field research and contextual inquiries to understand how finance professionals and tax compliance teams actually worked not how the product assumed they worked. Heuristic evaluations and journey mapping revealed friction points that led to a 40% reduction in onboarding time. I ran competitive benchmarking and longitudinal studies that shaped product roadmaps and informed UX improvements over multiple release cycles.
I also built personas for both technical and non-technical user segments, delivered enterprise UI screens for onboarding and workflow tools, and learned how to present research findings to stakeholders who weren't used to hearing from a designer — let alone changing plans based on user evidence.
These three years gave me the fundamentals: how to ask better questions, how to earn trust with skeptical stakeholders, and how to make research matter in environments where it hadn't existed before.
Driven by
human-centered
design
7+
Years of Product Design Expertise
30+
Projects Collaborations
9+
UX Workshops Conducted
3+
B2B Industries Experience
4+
Work Recognitions Recieved
Strategy & Research
User interviews, surveys, usability testing, personas, journey mapping
Interaction Design
Wireframing, prototyping, visual design, interaction design
AI
Component libraries, design tokens, documentation, governance
UX Focused
Figma, Adobe XD, Miro, Figjam, Lovable, Framer, v0, Notion
0 -> 1 Builder
Google Analytics, Amplitude, Hotjar, Mixpanel, user behavior tracking
Collaboration
Agile Sprints, Design critiques, cross-functional connect, design-dev syncs
Building an AI -driven Recommendation Engine
01
Baggage Belt Management System
06
Moderated Usability Testing to test the solution
To test the model before making it live, we conducted a moderated usability testing of the prototypes, to interact, iterate and make informed & data - driven design decision.
What we wanted to validate:
• the user flow • the feature discoverability • the tone of voice • the visual language
User Participant Distribution
10
Participants
5 Carded
5 Non-Carded
Delhi
Bangalore
Pune
< Rs 50K : 5
Rs 50K - 1L : 3
Monthly Income
25-50
years
Age
7M
3F
Mental Model & Behaviour
💳 Credit Card Holders - Key Insights
Participants were asked introductory questions to uncover their past experiences as cardholders and to map pain points in their decision-making and application journey.
Q - How did you discover your last Credit Card?
Challenge : The bank Spocs were not pro-active in answering the questions and assistance and it was difficult to find all the information on websites.
Q - How did you chose your last Credit Card?
Value-driven choices: 2/5 participants prioritized no-to-low joining fees or lifetime free cards.
Shopping benefits: 3/5 participants valued offers, discounts, and cashback on online purchases.
Rewards system: 2/5 participants preferred cards with better reward conversion and automatic transfer to bank accounts.
Lifestyle perks: 1/5 participants highlighted air travel benefits such as airport lounge access.
Bank integration: 1/5 participants chose cards from their primary bank for ease of payments and integration.
Fuel rewards: 1/5 participants selected cards offering the best fuel reward system.
Flexibility: 1/5 participants considered the ability to convert purchases into EMI as a key factor.
💳 Non - Credit Card Holders - Key Insights
Understanding of Credit Cards
Even though participants did not currently own a credit card, all of them demonstrated a clear understanding of the basics — i.e., spending within a credit limit and repaying dues within a specified period.
Key Barriers to Adoption
-
High financial risk & payment defaults 💸
-
Perception of over-spending 💰
Actionable Insight
Since fear of high interest rates on late payments emerged as the strongest deterrent, introducing a visible feature such as “Low Interest Rate on Late Payment” during Step 2 (Mapping Needs) or Step 3 (Recommendations) can help reduce anxiety and encourage adoption.
In case they decide to get card, What would they like it to do ?
4/5 participants mentioned online shopping offers, discounts and cashbacks
3/5 participants mentioned having no joining fee or annual subscription / holding charge
2/5 participants mentioned low interest rate
2/5 participants mentioned Air Travel and Airport Lounge Access
1/5 participants mentioned higher credit limit
1/5 participants mentioned discount on restaurants (McD, Pizza Hut)
💡 1 participant brought up that he’s being confused by sheer variety of credit cards available in the market and finds it hard to understand which one would be right fit for his needs
Task Performance - Leveraging Virtual Collaboration
Users were asked to imagine they are looking for a credit card and find the best suited according to their needs, using the flow screens.
The study helped us derive some really insightful view point on the design, journey and designs.
Rather than limiting the testing to behaviour analysis, we utilised an immersive framework of experience analytics + moderated user interviews to obtain a 360 degree of the new feature we planned to introduce.
“This is for what features do you need in your credit card and then you can choose and compare then you can apply for the card which you think is more beneficial to you.”
- Nikunj (Participant)
10/10 participants expected correctly that ‘Help me choose’ would lead them to a form which will ask their preferences + needs and recommend card credits based on them
"Lot of calls would come, Once I’ve seen the credit cards and I feel interested, only then I’d like to share my number”
- Amit (Participant)
DEFINING STRUCTURE
DEFINING STRUCTURE
Introducing Skill Designer
Set up with GENAI
I listen, observe, and design with empahy to craft experiences that are both intuitive for people and impactful for businesses.
With 6+ years of experience, I combine research, strategy, and design execution to solve complex problems.
3
Designing the format & type of forms
To make the feedback process contextual, seamless and seem natural it was important to choose the format of forms in the right journey.
The entire module was split between Binary and Non-Binary Forms.
For tasks that required quick review, binary format of thumbs up and thumbs down was used, however, for journeys that required deeper attention and analysis an non - binary format of star ratings and open fields were put to use.
Stakeholder Alignment
It involved aligning the stakeholders and business teams of various products.
It meant introducing them to the benefits of collecting feedback and why non-intrusive approach will still fetch quality responses.
Defining the method of analysing, processing and utilising the feedback received.
Conducting workshops to guide them on the use of the text analytics, study of scores and dashboards.
Crafting usable wikis and guides for quick reference and documentation of the process.
Building a Recommendation Model
03
Baggage Belt Management System
06
A few reasons, and I'll try to be specific rather than generic. The first is the problem space itself. I'm currently building an AI-native product for Siemens Energy, working directly with industrial procurement and operations teams. Through that work, I've seen up close how much complexity these organisations carry around sustainability reporting, emissions tracking, and regulatory compliance, and how little of the software built for them actually fits how they work. Tanso is solving a real version of that problem, not a watered-down one. That matters to me. The second is the ownership model. The role description was unusually honest about what it actually means to be a PM here: full pillar ownership, close customer access, no pre-built playbook, genuine accountability for outcomes. That's the environment where I've grown the most and where I want to keep growing. I'm not looking for a role where product management means managing tickets on someone else's vision. The third is how Tanso thinks about AI. I'm building with LLMs and agentic workflows at the core of my current product, not as a bolt-on. When I read that AI is becoming part of how the Tanso team works day to day, including in discovery and decision-making, that resonates with how I already operate. It means I wouldn't be introducing new ways of working; I'd be joining a team already moving in that direction. And practically: I'm based in Munich, I work well in hybrid setups, and I'm genuinely energised by the climate tech space. This isn't a backup option. It's a role I'd be excited to do.
03
Projects
Testimony of of some of my work, on the journey to learnings, improvements and upskilling.
Career Highlights 🏆
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20+ Successful Projects Delivered
-
5+ Years of UX Design Expertise
-
Diverse Experience Across 4+ Industries
-
Led 5+ Cross-functional Teams
The best stories are told in person!
Let's chat over a coffee?
Hi,👋🏻 I am
Priyal Jain
About
A UX Designer , working towards creating intuitive & creative interactive solutions.
Adaptive, collaborative and a sincere communicator, displaying a demonstrated history in analytics and content curation.
An empathizer, looking out to work on my next creative solution.
Hi,👋🏻 I am
Priyal Jain
About
A UX Designer , working towards creating intuitive & creative interactive solutions.
Adaptive, collaborative and a sincere communicator, displaying a demonstrated history in analytics and content curation.
An empathizer, looking out to work on my next creative solution.
Looking for newer learnings!
About
A UX Designer , working towards creating intuitive & creative interactive solutions.
Adaptive, collaborative and a sincere communicator, displaying a demonstrated history in analytics and content curation.
An empathizer, looking out to work on my next creative solution.
Feedback Generative
Model
Voice of the customer
strategy
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E - Commerce
A Pasta Hack That Will Transport You to Rome
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Travel App
The Health Benefits of Drinking Tea Daily
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Cards Recommendation
model
Creative Salad Ideas for the Veggie Lover
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Heuristic Evaluation
of a Fintech
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Solutions That impacted Revenue and TSR
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Work
Priyal
Jain
The best stories are told in person!
Let's chat over a coffee?
Hello 👋🏻
I am a UX Designer , working towards creating intuitive & creative interactive solutions.
Adaptive, collaborative and a sincere communicator, displaying a demonstrated history in analytics and content curation.
An empathizer, looking out to work on my next creative solution.
.