Abhishek Puri serves as the Vice President and Customer Experience Owner II for Omni Channel Account Opening at Citizens, where he leverages his extensive experience to drive innovative strategies that significantly enhance customer engagement and deposit growth. With a robust background in fraud analytics and...
Abhishek Puri serves as the Vice President and Customer Experience Owner II for Omni Channel Account Opening at Citizens, where he leverages his extensive experience to drive innovative strategies that significantly enhance customer engagement and deposit growth. With a robust background in fraud analytics and data manipulation, Abhishek has successfully led complex initiatives that bridge the gap between operational efficiency and customer satisfaction. His strategic vision is particularly evident in his implementation of advanced fraud controls and decision-making frameworks, utilizing third-party tools such as Innovis and Instant ID Verify. This initiative not only streamlined the account opening process but also reduced customer friction, resulting in an impressive increase in the pull-through rate from approximately 35% to 52%.
Abhishek's expertise in data analysis and segmentation enables him to derive actionable insights that inform executive decisions, ensuring that the strategies he develops are both data-driven and aligned with regulatory requirements. His proficiency in SAS and SQL Server Reporting Services (SSRS) further enhances his ability to present compelling narratives that resonate with stakeholders at all levels. By fostering a culture of collaboration and innovation, Abhishek has positioned Citizens at the forefront of the financial services industry, delivering exceptional customer experiences while driving sustainable growth. His leadership not only inspires his team but also cultivates an environment where strategic insights are transformed into tangible results, reinforcing his commitment to excellence in customer experience management.
