Raj Gaurav Singh
Roseville,CA
Summary
Dynamic IT Director with a proven track record at Voya Financial, driving data and digital product strategy, and enhancing customer experiences using customer analytics. Led the creation of customer data platforms and management through cloud platforms and AI automation. Specialist in agile methodologies and stakeholder management, orchestrating teams to deliver innovative solutions that achieve 95% client satisfaction, while enhancing operational efficiency and product delivery.
Overview
21
21
years of professional experience
6
6
Certification
Work History
IT Director (Data Product Lead)
Voya Financial, Inc
10.2011 - Current
- Led Data Product teams to strategize and deliver data-driven product implementations, enhancing Voya’s customer experience journey.
- Led Voya's data-driven customer journeys by understanding the data needs of customers and created a customer 360 platform to deliver customers' features (enrollment, plan benefits, claims processing).
- Increase engagement and satisfaction by personalizing insights about Retirement Journeys and Annuity Journeys customization for Wealth Management (access to plan details) on the Reporting Power BI Platform for B2B and B2C customers.
- Derive capabilities for customers to improve customer experience, ensure high availability, and enhance efficiency by migrating the enterprise-scale, on-premises Big Data Hadoop ecosystem and Oracle Exadata data warehouse to a modern cloud data warehouse, leveraging Azure and Snowflake for scalable, cost-effective analytics.
- Designed and implemented scalable technical architecture, leveraging Azure Data Factory, ADLS, and Snowflake, to support new data workloads.
- Ensured efficiency by implementing an end-to-end framework for implementing data governance policies to track centralized data security for financial data, access management, data cataloging, data lineage, and data retention policies on a centralized data platform on Databricks.
IT Director/Digital Product Lead
Voya Financial, Inc
10.2011 - Current
- Conducted comprehensive market analysis to identify customers’ expectations leveraging customer engagement surveys, market assessments, and competitive benchmarking. Translated insights into actionable product enhancements, enabling Voya to launch new business products and services while optimizing existing offerings.
- Collaborate with External Customers, Sponsors, Product Heads: Retirement, Health Business, Life and Annuity Business, Relationships managers to derive innovation and workflow optimization across platforms to manage financial results, operational losses, client complaints, and expenses.
- Owned product vision and roadmap for Health Product Management (Supplemental Health and Leave & Absence) and Wealth management (Managing Retirement, Life Insurance and Annuity business) aligning with compliance, risk, and operational goals and customer engagement.
- Created a vision for the Products to strategize resources (Teams: People, technology Platforms, Partners and suppliers for Vendor engagement and fulfillment).
- Led a team of 100 plus team members: Product Managers, Product Owners, Architects, developers, and platform admins to operationally manage Digital Product Delivery strategy, implementation, and operations.
- Introduced Scrum agile methodology, improving client request timelines.
- Created Low- and High-Level design for Protypes to conduct usability testing with customers and for Product teams to clearly define the feature modification.
- Defined and groomed product backlogs, conducted agile ceremonies, and collaborated with architecture and engineering to deliver modular, reusable platform features.
- Oversaw quality assurance processes, ensuring product releases met performance and usability standards.
- Implemented Security Hardening using Multifactor authentication, Single Sign ON, integration of Digital Platform with MDM for single identity across various products (Health and Wealth) on Digital Platforms to ensure that the platform is secure from security vulnerabilities.
- Lead the Product Strategy for Voya Products to implement AI Use case for Back-office team to improve processing time.
- Automate the underwriting process based on digitized data to support Health business for Claims Processing.
- Automates intake and classification of structured/unstructured documents (Forms processing) for Low Level risk Profiling.
- Integrate Chatbots for better customer experience for Call Center application using NLP models, Call Summarization capabilities for IVR platform that reduce the percentage of manual work by 20%.
- Consistently met client SLA (Business and Operational metrics) to ensure 100% compliance of contractual targets along with 95% client satisfaction in both operations and project implementations.
- Supported go-to-market readiness, managing testing, documentation, training, and stakeholder communications across deployments.
Enterprise Architect/IT Program Manager – Application & Data Platforms
Verizon Business
Colorado Springs, Colorado
01.2005 - 12.2011
- Managed a $30M+ portfolio for Calnet (Government Corporate sector) of programs focused on Digital Platform application modernization and integration of legacy mainframe systems with midrange applications for unified seamless experience.
- Led the implementation of enterprise architecture frameworks using Service-Oriented Architecture (SOA) to deliver scalable, secure solutions that improved system reliability and user accessibility.
- Led a team to implement ServiceNow for IT service management aligned with ITIL best practices, achieving a 30% reduction in incident resolution time and significantly enhancing service desk efficiency by standardizing processes across incident, problem, and change management.
- Lead Scrum ceremonies such as Sprint planning, Sprint Stand up, and Sprint Retrospective.
- Delivered robust ETL pipelines and application-to-warehouse integrations, application -to –application integration, enhancing reporting speed and accuracy.
- Conducted business requirement sessions/JAD sessions to elicit and document business requirements and worked with Architecture and Engineering to document the system requirements.
- Design and develop use cases, activity diagrams and Swim Lane diagrams using Ms. Visio.
Education
Master’s degree - Electronics Engineering/IT
Bachelor’s degree - Electronics Engineering
Skills
- Leadership in product strategy
- Product roadmap development
- Vendor management
- Data management and governance
- Product management
- Agile product lifecycle methodologies
- Cloud platforms expertise
- Application and data integration
- Master data management solutions
- Stakeholder and change management
- AI and machine learning automation
- Salesforce CRM and marketing tools
- Data platforms on Azure
- DevOps practices and tools
- User experience design
- IT service delivery
- Digital transformation
- Data analytics
Experience
- PROUCT STARTEGY AND LEAD: 15 years of Experience
- Data Management: 10 years
- Strategic Execution: 20 years of experience.
- PROGRAM MANAGEMENT (Planning, Budget, Risk, Communication): 15 years of Experience.
- DEVELOPMENT (Java, .NET, IBM WebSphere, Data Pipelines, Integration Pipelines):10 years of experience
- SERVICENOW ITSM: 5 years of Experience.
- UX DESIGN:5 years of Experience.
Patents
Multimedia Call Platform for Verizon Business
Affiliations
- I am avid sports enthusiast participant in lot of Charity marathon and sport events.
Accomplishments
- IT spot on Awards for Data Cloud Migration on Azure to create customer 360 platform for Voya Financial and Health Products
- IT Batch Award for MyVoyage:Launch of Customers Digital platform for customized Insights for Retirement,Health and Life Insurance customers journeys.
- Patent to enable channel agnostic handling of voice services: Multimedia Call Platform for Verizon Business.
- ISOP Leadership Award for Verizon Business
Certification
- Certification for Cloud Data platform and Integration technologies for Legacy to cloud Infrastructure.
- Salesforce Administrator / Product Owner Certification.
- Azure Cloud Certification
- ITIL v4 Foundation, Deliver and Support
- IBM App Integration Certified
- PMP
Timeline
IT Director (Data Product Lead)
Voya Financial, Inc
10.2011 - Current
IT Director/Digital Product Lead
Voya Financial, Inc
10.2011 - Current
Enterprise Architect/IT Program Manager – Application & Data Platforms
Verizon Business
01.2005 - 12.2011
Master’s degree - Electronics Engineering/IT
Bachelor’s degree - Electronics Engineering
Similar Profiles
Michael SmithMichael Smith
Vice President/Product Director at Voya Financial/ING/Aetna Financial ServicesVice President/Product Director at Voya Financial/ING/Aetna Financial Services
Jennifer BolesJennifer Boles
ERISA Coordinator / Regulatory Services at Voya Financial/OneAmerica FinancialERISA Coordinator / Regulatory Services at Voya Financial/OneAmerica Financial
Kayla ClayKayla Clay
Life Claims Specialist at Voya FinancialLife Claims Specialist at Voya Financial
Bree RussellBree Russell
Server at Auburn Alehouse And RestaurantServer at Auburn Alehouse And Restaurant
Sarah SchwendimannSarah Schwendimann
Staff Services Manager I at Department of JusticeStaff Services Manager I at Department of Justice