Amit Sanjeev
Harrow,UK
Summary
UK national with over 25 years of experience in leading large-scale programs across multiple markets, specializing in strategic planning, governance, and delivery management. Successfully launched India's first SaaS-based identity theft protection platform, demonstrating entrepreneurial skills and ability to scale solutions. Proven track record in managing complex multi-stream programs, collaborating with cross-functional teams, and engaging C-level executives. Expertise in CRM, AI/ML-driven platforms, and customer engagement ecosystems, with a focus on delivering business value through agile, waterfall, and hybrid models.
Overview
25
25
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Senior Program Manager
Experian
London
2025.05 - 2026.03
- Led the conception and planning of Experian's Embedded Identity & Fraud Platform strategy across UKI.
- Developed robust business cases and investment proposals, including TAM sizing, revenue forecasts, cost modelling, ROI analysis and executive-level justification for the initiative.
- Defined 12-18 months roadmap, for delivery of integrations, product enhancements and commercial launches.
- Drove cross-functional alignment across product, engineering, partnerships, compliance and commercial teams to deliver a unified, API-first platform offering, in line with Experian's PLM process.
- Owned program governance including OKRs, RAID management, milestone tracking and stakeholder reporting across multiple concurrent workstreams.
- Collaborated with sales and partnerships teams to shape commercial models (pricing, revenue share, GTM strategy) aligned to platform economics.
- Acted as the central point of coordination between senior stakeholders, including C-suite, to translate strategic vision into executable plans.
- Global Leader in Credit Verification, Identity and Fraud solutions.
Senior Program Manager (Contract)
Optimize Business Consulting Services Ltd.
2024.05 - 2024.11
- Accountable for defining and delivering a strategic program roadmap for ‘Intelligent Services' aligning multiple delivery streams across sales, service, and digital channels.
- Led the end-to-end program setup for omnichannel transformation, integrating data-led decisioning and intent-based customer engagement.
- Planned and setup cross-functional teams (engineering, UX, data science, product, testing) to design and deliver an AI-powered service platform using API-first architecture.
- Leader in Appliance Insurance in UK, EU and US
Senior Program Manager (Contract)
Optimize Business Consulting Services Ltd.
2023.07 - 2024.03
- Led a time-critical transformation program, successfully transitioning a complex IVR and contact centre ecosystem within 6 weeks, working closely with an external implementation partner, British Telecom and internal business stakeholders.
- Accountable for end-to-end migration program planning and execution, covering people, processes, and technology under tight TSA constraints.
- Managed multiple workstreams and transitioned four critical Contact Centre tools including Telephony (Nice), while aligning dependencies with customer facing applications and client cut-over schedules, as well as with the relevant software vendors (E.g. Zendesk, Rule AI)
- Established and managed program governance, dependency tracking, and stakeholder communication frameworks.
- Worked closely with the contact centre leads and trainers to define, document and adopt new processes and tools in the new organisation, while creating a backlog for future capabilities and optimisation.
- Led Agile delivery processes including sprint planning, backlog management, and release coordination across distributed teams.
- Coordinated closely with client IT, vendors, and internal teams to ensure seamless cutover and minimal operational disruption.
- Responsible for ensuring that product artefacts, knowledge repository, KPIs, metrics are well organised, up-to-date and easily accessible by all.
- Leader in Loyalty Management in Asia and Europe
Senior Program Manager (Contract)
Optimize Business Consulting Services Ltd.
2022.02 - 2023.06
- Delivered a data and AI-driven marketing technology program, including data lake and ML-based recommender systems within 6 months.
- Led collaboration across data science, engineering, and architecture teams to deliver a scalable, multi-channel engagement platform.
- Defined and managed program roadmap, prioritisation, and execution, balancing business objectives with technical feasibility.
- Established cross-regional stakeholder alignment (UK, US, India) and drove program reporting and governance.
- Ensured delivery quality through structured Agile ceremonies, dependency management, and risk mitigation strategies.
- Supported agile rituals like feature elaboration/estimations, release/iteration planning, showcase in partnership with scrum master and PMO managers.
- Supported go-to-market readiness through coordinated release planning and stakeholder enablement.
- Facilitated marketing and sales enablement by planning product release and execution.
- Responsible for ensuring that product artefacts, knowledge repository, KPIs, metrics are well organised, up-to-date and easily accessible by all.
- Leader in customer affinity and loyalty management solutions in Europe/ Santander/British Gas
Senior Program Lead/ Manager (Contract)
Optimize Business Consulting Services Ltd.
2017.01 - 2022.01
- Led multiple concurrent client programs across industries (Retail, Automotive, Travel), focusing on product strategy, delivery, and revenue growth.
- Built and launched India's first identity theft protection SaaS platform, owning the full lifecycle from concept to market delivery - developing vision, understanding target market, building go-to-market strategy, building cost/ pricing models and partner relationships, negotiating vendor and client contracts, delivering subscription-based product to clients.
- Defined program-level business cases, financial models (CAPEX/OPEX), and revenue projections.
- Established delivery frameworks including roadmaps, governance models, and Agile execution structures.
- Pro-actively drove design and execution related decisions on projects based on business goals and priorities.
- Managed full delivery lifecycle including backlog prioritisation, sprint execution, release management, and stakeholder reporting.
- Provided solution delivery oversight, ensuring alignment between business objectives and technical implementation.
- Assisted a client in transforming their product rollout framework into an agile roadmap-based framework.
- Multiple Clients: JATO (UK), CDK Global (UK), Daniel Survey (UAE), NuFlights (Qatar), Titan Helios (India), Titan Eyewear (India), Titan Encircle, PYA Marketing (Spain), NuCore (India)
Business Solutions Head
Affinion International (now Tenerity)
2007.01 - 2017.01
- Led large-scale CRM and customer engagement programs across UK and Europe, serving major financial institutions.
- Accountable and responsible for providing and implementing cost effective customer acquisition, retention and loyalty/CRM solutions to clients by collaborating closely with the client and internal teams.
- Acted as program lead and primary stakeholder interface across pre-sales, solution design, and delivery phases.
- Responsible for collaborating across business units such as Marketing, IT, Legal, IP and operations, ensuring alignment across all delivery streams.
- Facilitated the planning of product rollout with IT estimates, assumptions, risks and dependencies for projects based on initial scope analysis and in consultation with the technical architect, development and testing teams.
- Defined program delivery models, rollout plans, and governance structures, including risk and dependency management.
- Led a team of analysts and delivery professionals, ensuring consistent delivery quality and adherence to timelines.
- Supported sales and business development by translating requirements into scalable, compliant solution frameworks.
- Led and mentored Project Managers, Business analysts developers and testers while being responsible for line management duties.
- Leader in Affinity and Loyalty solutions in Europe – Bundling Insurance and leisure benefits across Europe
Senior Consultant
Capgemini UK
2005.01 - 2007.01
- Responsible for the implementing the digital CRM strategy around licensing and case management processes including contact centre solutions for Ofcom.
- Responsible for breaking down overall vision into tangible use cases and functional roadmap for implementation.
- Consolidated and ‘unified' processes across five agencies to a single unified process, hence bringing down the total cost of ownership of the digital solution by approximately 25%.
- Supported the Program Manager in drawing up the overall Engagement Roadmap and defining the Delivery Model.
- Planned and facilitated the Project definition and ‘Blueprint' phases.
- Planned, set-up and facilitated the required detailed design workshops with business users to detail out the scope of development activities.
- Proactively captured/tracked actions, agreements, issues and risks and fed them into the appropriate Program registers to smoothen the sign-off process.
- Provided estimates and created the Work Break down structure (WBS) for the Work-stream.
- Jointly delivered high level blueprints for both phases of the project.
- Produced Use Cases, Activity Diagrams, Class Diagrams and Object Lifecycle Diagrams to detail out the functional requirements.
- Set-up and facilitated ‘Sign-off' workshops where needed to obtain required acceptance to proceed to the development phase.
- One of the leading business consultancies in the world
Program Manager
Wipro
2002.01 - 2005.01
- Accountable and responsible for developing and institutionalising the Global Deployment Governance Model and Global Release Management Plans in the capacity of the Central Design Authority.
- Worked across multiple regional suppliers to deploy localised solutions based on the ‘Gold repository' to cater to differing regional requirements.
- Responsible for centralising and delivering a ‘Gold Repository' of CRM solutions that could be deployed in different regions in which General Motors operated (GM Europe, GM North America, GM Latin America & Middle East and GM Asia Pacific).
- Assisted in defining an engagement model and delivery strategy that would ensure seamless delivery as well as ongoing maintenance of the ‘Gold Repository' for the different regional stakeholders.
- Analysed and delivered major CRM processes such as Contact/Call Centre Management, Fleet Management (Contract Management), Lead Management, Vehicle Relationship Management, Dealer Management, Order Management and Service Request Management (serving end customers and dealers).
- Worked with the Business, IS&S representatives as well as regional vendors (Capgemini, IBM, EDS and Accenture) to chart out deployment & maintenance of the customized eAutomotive and eDealer Applications in different geographical regions of operation.
- Orchestrated and managed the offshore and regional development/deployment teams in terms of risk management, issue resolution and change control management.
- Pro-actively managed and reported issues/risks to the GM Directors in the capacity of Central Design Authority.
- Assisted in suggesting and reviewing functional & technical alternatives as a part of the central design authority team
- Managed the delivery of technical designs and Siebel deliverables from the offshore team.
- Managed and reported on the Bug Fixing and Enhancement activities carried out by the regional and offshore teams.
- Involved in development of quick prototypes and ‘Proof of concept' deliverables to ensure easy sign-offs.
- Presented impact analysis & estimations to the Global Change Control Board for approval on a weekly basis.
- Responsible for line management (appraisals, training, career planning) of the regional team members.
- One of the leading software consultancies in the World
Senior CRM Consultant
Aces Consulting
2001.01 - 2002.01
- Part of the analyst team responsible for requirements gathering and analysis for migrating legacy CRM application (Clarify) to Siebel 6.x
- Accountable for developing functional specifications and non-functional requirements for the application and data migration.
- Planned and set-up workshops with the IT teams and Business Process Champions to chart out process flows & incorporated the same into Siebel 6.x Application using the typical Telco Order Management Process.
- Reverse engineered processes based on the existing legacy application code and Business Data Model.
- Suggested Functional & Technical alternatives before jointly drawing up functional specifications followed by technical design.
- Worked with the development team in configuring and customising the Siebel application to meet functional needs. (Workflows, scripts, etc.)
- Lead the Product and Pricing configuration tasks to configure and then maintain the complex product business rules using Product Configurator.
- Involved in resolving post-production issues (Functional & Technical queries regarding Siebel system)
- Managed and led the system testing phase of the project including creation of test cases & test scripts, defect logging & tracking using Test Director.
- Acquired by Cognizant Technology Services (India)
Education
Master of Business Administration - Systems
Mumbai University
Mumbai 1998.07 - 2000.05
Bachelor of Science - Electronics & Telecommunications Engineering
Mumbai University
Mumbai 1993.08 - 1997.05
Skills
- Portfolio prioritization
- Cross-functional leadership
- Multi-year roadmap development
- Stakeholder management
- Value and benefits tracking
- Agile and waterfall frameworks
- Multi-market engagement
Certification
- Certified CRM Professional
- Certified Information System Auditor (CISA)
- Certificate on Artificial Intelligence (MIT Sloan)
- Certified Data Privacy Professional
References
References can be provided on request.
Platforms
CRM (Siebel, Salesforce), NICE, Genesys, Zendesk, AWS (Lambda, S3, Glue, Pinpoint, Sagemaker), ERP, Web technologies, Various open-source applications
Tools
Microsoft MS Visio/Office, JIRA, Confluence, Figma, Enterprise Architect (SPARX), Service Now, Aha, Miro
Timeline
Senior Program Manager
Experian
2025.05 - 2026.03
Senior Program Manager (Contract)
Optimize Business Consulting Services Ltd.
2024.05 - 2024.11
Senior Program Manager (Contract)
Optimize Business Consulting Services Ltd.
2023.07 - 2024.03
Senior Program Manager (Contract)
Optimize Business Consulting Services Ltd.
2022.02 - 2023.06
Senior Program Lead/ Manager (Contract)
Optimize Business Consulting Services Ltd.
2017.01 - 2022.01
Business Solutions Head
Affinion International (now Tenerity)
2007.01 - 2017.01
Senior Consultant
Capgemini UK
2005.01 - 2007.01
Program Manager
Wipro
2002.01 - 2005.01
Senior CRM Consultant
Aces Consulting
2001.01 - 2002.01
Master of Business Administration - Systems
Mumbai University
1998.07 - 2000.05
Bachelor of Science - Electronics & Telecommunications Engineering
Mumbai University
1993.08 - 1997.05