Sonal Kapahi

Experience

• 

  Global Vantedge

  May 2003 - Dec 2004

  Sr. Executive-US First Party collections

  • Handling a Special Portfolio of Accounts with 30-plus days delinquency• Excel-MIS, report generation summarizing customers ‘will to pay’ vs. ‘ability to pay’

• 

  American Express

  Jan 2005 - Jan 2011

  Sr. Executive-Travel Accounting (Corporate Cards)

  • Liaison with Finance team for Product reporting, Budgeting and Analytics for Corporate Cards across US• Create Dashboards and T&E accounting reports for Corporate Clients using GDS Sabre system and Galileo System which is American Express’ online Travel support tool

• 

  KPMG

  Jan 2011 - May 2012

  Associate Consultant

  • Part of Management Consulting team, worked on Loyalty Marketing products focused on Credit Cards for US Banking Clients• Advised SAP on T&E accounting software, Budgeting & Reporting, Expense management tools enabling a buyout deal with Concur

• 

  The Coca-Cola Company

  Jun 2012 - Jul 2012

  Marketing Analyst

  Performance Marketing for Clients like Emirates Airlines enabling increase in Sales using Digital tools and marketing capabilities

• 

  American Express

  Feb 2013 - Sept 2020

  Digital Product Manager (Consumer Lending)

  Lead Digital Acquisitions for Consumer Lending Products. Responsible for end-2-end Product launch, Product Roadmaps, New Product Development (NPD) features, Digital Capabilities and Personas. Lead launch of Personal Loans, Balance Transfer, enabling a ‘Mobile First’ mindset.Key Responsibilities• Lead Product Value-Prop design, Product features and GTM strategy• Lead eCommerce strategy and Full Funnel view across Buyer-Engager-Observer (BEO)• Lead Agile Scrum Teams to deliver on Product Features, manage Sprint Demos• Led Personal Loans launch by creating a fully Digital Product, led to $4B in originations• Revamped Balance Transfer Product by launching a Digital version, 75% incremental approvals, lesser Call Centre traffic, and $2B in originations• Led launch of Blue Cash Credit Card, managed the launch cycle E2E, cash back features, Rewards Earn and Burn, Virtual Card provisioning and Digital Wallets• Launched fully Digital Products like Single-Click Card X-sell, Single-Click Personal Loan Show less

• 

  Citizens

  Sept 2020 - now

  • Built Premium Checking & Deposits Product (Citizens Plus) targeted at Affluent customers, led Product Value-Prop design and eCommerce strategy with seamless bundled rewards like better Deposit rates, lower Lending rates, better Credit Card rewards• Lead 2 Agile Scrum teams, enabling premium features across Core Banking, Lending, Mortgage and Private Client Wealth products, manage UX KPIs like CSAT, NPS, MGM• Manage and Prioritize Sprint backlogs tying to the overall Product roadmap and create Product Epics and User stories, A/B and Multi-variate (MVT) testing requirementsRecipient of Newsweek Americas Best Loyalty Programs 2023 Show less • Built ‘Buy Now Pay Later’ Product end-2-end, created Product vision, Product Roadmaps, Mobile App, and GTM strategy for Acquisition and Servicing• Defined a ‘Mobile First and Digital Always’ user experience and created Product Increments with aligned KPIs• Built Pre-At-Post POS Shopping experience end-2-end, enabling Acquisitions, Digital Commerce, and Full Funnel view across Buyer-Engager-Observer (BEO) metrics• Launched a cloud based servicing platform for Serving and Payments• Lead 3 Agile Scrum teams, created ‘Citizens Pay’ Mobile App and Website, Product Application, Virtual Card for Mobile Wallet, Citizens Pay Offers MarketplaceRecipient of Banking Tech Awards USA 2022 Winner: Citizens Pay – Best Innovation Show less

  • Vice President, Lead Product Manager (Premium Checking & Deposits)

    Apr 2023 - now

  • Vice President, Digital Product Manager - Citizens Pay (Buy Now Pay Later)

    Sept 2020 - Apr 2023