314-650-9537
SARONI KUNDU
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I help companies drive revenue, reduce costs, and improve culture through analytics-driven CX strategies and innovation.
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With a passion for customer-centric growth and workplace well-being, I specialize in transforming complex, fragmented journeys into seamless, human-centered experiences. By leveraging data analytics, process optimization, and innovation, I drive measurable improvements in customer satisfaction, operational efficiency, and business performance.
My Expertise & Impact
✅ Optimizing Customer Journeys – Revamped the client onboarding process, leading to a 50% increase in billable clients within three months.
✅ CX Innovation & Growth – Streamlined the customer registration journey, resulting in a 30% membership increase within a year.
✅ Entrepreneurship & Leadership – Acquired and scaled an Ellie Mental Health franchise, collaborating on nationwide process improvements.
✅ Public Speaking & Advocacy – Featured podcast guest speaker, sharing insights on mental health, customer experience, and service design.
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Passion for Mental Health & Customer Experience
As a mental health advocate, my work is deeply personal. Having witnessed the gaps in our healthcare system firsthand, I am dedicated to improving patient and provider experiences through customer-first innovation, data-driven strategies, and human-centered design.
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Whether leading CX transformations, mentoring teams, or driving business growth, my goal is simple: create impactful, sustainable change that benefits both organizations and the people they serve.
EXPERIENCE DESIGN STRATEGY PORTFOLIO
Showcasing The Work
ELLIE MENTAL HEALTH
As an investor into the Ellie Mental Health franchise, I was able to highlight gaps in franchise operations with clinician experience and health insurance in Missouri, highlighting the need for including Missouri health insurance specialists in the client onboarding process leading to a 50% increase of billable clients over a 3 month period. I also highlighted opportunity areas in unifying insurance tools for front-line call center workers to streamline the insurance verification process.
EQUIFAX WORKFORCE SOLUTIONS
As a senior director of CX and Service Design strategy, I led the experience strategy initiative to transform the customer experience of legacy systems with manual processes to a modernized customer experience of the E-Commerce sign-up and onboarding customer journey saving the customer support team time and resources. I leveraged Design Thinking methods to solve complex problems as we transformed legacy experiences to an ideal state modernized experience.
I led the introduction of a chatbot strategy to optimize the help & support for customers and led the modernization of the pre-login & post-login help and support experience strategy to optimize manual intervention and support.
MASTERCARD
Driven by my passion towards the principles of User Experience, coupled with the need for this practice in the cybersecurity and fraud departments, I founded and led a UX practice growing the team from 0 to 11 UX designers and researchers. My team was responsible for the UX of 4 critical products lines on the fraud and risk management B2B web platforms, serving the world’s largest banks and financial institutions, along with Fortune 50 merchant clients.
PODCASTS
ENDORSEMENTS
Recommendations