As part of her role, Shefali manages the T&O management office and drives a wide number of strategic projects, including the Customer Experience strategy; the People Transformation and Future ready agenda; problem solving through Journey thinking; and driving change management through culture and communication.

Shefali is considered a strong Transformation evangelist who has worked on multiple initiatives to drive digital capabilities and adoption. With 20 years of experience, she has a deep understanding of emerging industry trends, coupled with a strong ability to connect people, content and context to deliver effective solutions. In addition, her global experience has further helped her replicate success across regions and build truly integrated audiences.

Her work in these areas has been widely credited and resulted in 6 industry awards, including those from Customer Experience Asia Excellence Awards and The Digital Banker Global Retail Banking Innovation Awards.

Shefali has a dual MBA in Finance and Marketing from the Goa University in India and is trained in Human Centre design, Journey mapping, Process improvement, Agile, Data Science, Coaching techniques.