Surbhi Tickoo
Business Analyst · AI & Digital Innovation
I turn ambiguous business problems into structured, shippable solutions. 5+ years across AI innovation, insurance, and US/India banking. IBM-certified BA & Scrum Master.
5+
Years Experience
12+
MVPs Delivered
95%
On-Time Delivery
30%
Efficiency Gains
Core Competencies
Agile / ScrumBPMN & Process ModelingDesign ThinkingRICE / MoSCoW PrioritizationRequirements ElicitationUAT & Functional TestingSprint Planning & Backlog GroomingProduct StrategyStakeholder ManagementBRD / FRD / FSD / CRUser Story WritingGap AnalysisCross-Functional LeadershipClient Training & DemosCustomer Journey Mapping
Tools & Technologies
Project Management
JiraAzure DevOpsMiroLucidchartDraw.ioPitch
Design
Figma
Enterprise Systems
BPMECMRLOSLMSDMSWorkflow Design
AI Tools
ChatGPTGeminiClaudePerplexityLovable
Other
MS Office SuiteThird-Party API Integration
Experience
ITC Infotech Ltd.
Business Analyst — AI & Digital Innovation
Apr 2025 — PresentGurugram, India
- Partnered with Axis Max Life Insurance to deliver client-focused solutions; spearheading 5+ AI & digital innovation projects across customer onboarding, experience transformation, and sales enablement.
- Led product definition for 12+ MVP products in the Innovation (R&D) team — driving problem framing, concept development, and continuous iteration based on live feedback.
- Created rapid interactive prototypes for POCs using Lovable, enabling leadership to evaluate new product opportunities before committing to full development cycles.
- Authored requirements for a surrender retention platform redesign, eliminating INR 14+ crore in annual outsourcing costs by replacing an external vendor entirely.
- Drove the Metaverse-based onboarding platform — improving onboarding efficiency by 30%+ and reducing support load across 5,000+ employees by 40%.
- Defined business requirements for an AI health estimation experience that made underwriting 20% faster.
- Designed an Innovation Portal enabling leadership to post strategic challenges and employees to submit solutions.
- Built business cases for an AI-based policy analytics solution delivering future projections and improving customer decision-making.
- Scoped and managed a voice-enabled AI chatbot for sales teams, improving query response time and sales productivity.
- Contributed to an AI recruitment solution reducing hiring turnaround by 25–30%.
Newgen Software Technologies
Senior Business Analyst
Feb 2024 — Apr 2025Noida, India
- Implemented RLOS, LMS, and DMS for 3+ US banks (BankMidwest, SouthState Bank, NGC) using BPM/ECM, improving loan processing speed by 30%.
- Achieved zero post-Go-Live defects across 100% of assigned modules via rigorous end-to-end requirement gathering, documentation, and testing.
- Managed 5+ concurrent projects with 95% on-time delivery; reduced dev cycle time by 25% via Jira and Azure DevOps.
- Maintained 25+ documents (BRDs, FSDs, CRs, test cases, API specs), reducing rework by 40% and boosting client satisfaction by 20%.
CRMNEXT
Consultant
Sep 2023 — Feb 2024Noida, India
- Drove 15% improvement in product usability through feature enhancements and process refinements with cross-functional teams.
- Identified 95% of critical bugs pre-UAT through rigorous manual testing; increased sprint velocity by 20% via Azure DevOps.
- Produced 20+ high-impact documents (Gap Analysis, BRDs, SOPs, Test Cases), improving client onboarding efficiency by 30%.
VapprTech
Business Analyst
Mar 2022 — Sep 2023Gurugram, India
- Designed 15+ application workflows aligned with client requirements and UX standards, improving process efficiency by 45%.
- Managed 4–6 concurrent projects with 100% delivery compliance and 95% client satisfaction through structured milestone planning.
- Delivered end-to-end BA covering gap analysis, third-party API integrations, and phase approvals — significantly reducing execution cycle time.
IRA Design & Solutions
Business Analyst
Feb 2020 — Mar 2022Remote
- Acted as liaison between business and tech teams across 5+ projects, ensuring 100% alignment and on-time delivery.
- Translated 20+ business requirements into user stories with clear acceptance criteria, reducing developer rework by 30%.
Education
Punjab Technical University
B.Tech in Computer Science
2015 — 2019 · India
Certifications
IBM Business Analyst Professional Certificate
IBM
IBM IT Scrum Master
IBM
AWS Cloud Practitioner Essentials
AWS
Generative AI for Everyone
DeepLearning.AI
Prompt Engineering — Plugins
OpenAI
Domain Expertise
Banking (US & India)InsuranceAI ProductsCustomer Journey MappingPost-Go-Live Support