Shamima Khan

Mountain View, CA 94043. shamima.c.khan@gmail.com

I'm passionate about user-friendly, high quality, and scalable applications. I’ve worn many hats in my career as a data & behavioral scientist, marketer, project manager, product manager, customer strategist and software engineer, all of which gave me the ability to see the production process from multiple perspectives and collaborate with different members of a team effectively. I’ve been commended for my use of big picture and detail-oriented skills. I’m a self-taught web developer experienced in HTML, CSS, Javascript, SQL, MongoDB, version control and unit testing. Consequently, I’ve developed the self-discipline to work successfully independently and in a team.

My ideal workplace is a nurturing environment that challenges its employees to strive for excellence while providing the support and psychological comfort needed to experiment and grow. I value a culture of transparency and professionalism with clear communication and respect for diverse human experiences. A well-defined company mission–even if the ultimate destination is yet to be known–energizes me to create products or services that give joy and value to people.


Experience

Product Lead, Customer Experience

Intuit

I leveraged complex, large-scale data sets from Voice of Customer sources to identify top customer needs and influence product change with senior stakeholders, building customer empathy and advocacy. I partnered with product, design, engineering and marketing teams to streamline the product development lifecycle and create optimal solutions for implementation. I shared customer insights during design sprints, user testing, and beta launches, ensuring that the customer voice was heard and incorporated throughout the process. As a result, I improved key KPIs such as PRS, tNPS, contact rate, and issue resolution by 2x on average, enhancing customer satisfaction and retention. I also utilized prioritization frameworks, data visualization tools, and effective communication skills to present and report on customer experience metrics and recommendations to various audiences.

Fun fact: 85% of small-medium businesses in the US use QuickBooks.

July 2022 - October 2023

Software Engineer

SimpleCitizen

Automated complex immigration applications for hundreds of thousands of immigrants from all over the world. The app uses complex, user-friendly questionnaires to collect users' data and then generates accurately filled out government forms needed for immigration, saving time by >3x, cost by 10x and increasing accuracy by 5x. In this role, I not only successfully built the different components of application cases but carried out systemic improvements appreciated by fellow engineers, the CTO and the CEO.

Fun fact: SimpleCitizen was acquired by Fragomen, Del Rey, Bernsen & Loewy, one of the biggest global immigration law firms.

November 2020 - October 2021

Customer Success Strategist

SimpleCitizen

Served as a main point of contact for thousands of international customers, using excellent writing and speaking skills, maintaining over 90/100 personal NPS (Net Promoter Score). Resolved customer issues quickly, identifying root causes, escalating critical concerns and providing valuable feedback to the engineering and product teams. Audited and re-designed customer tracking system which increased efficiency by 55%.

Fun fact: An NPS of 70 means customers love the product. SimpleCitizen maintains an average NPS of 80+.

November 2019 - October 2021

Product Manager, Innovation

Newristics

Developed innovative research techniques to understand how biases, fallacies, and irrational thinking patterns drive customer decisions across all industries. Translated research data into key, actionable insights for senior executives. Spearheaded company rebranding initiative by working with the CEO on product requirements, creating mockups for multi-page company website, managing deliverables for software engineers and coordinating with everyone in the company on product launch. Collaborated with cross-sectional teams to build key internal and external products that increased revenue margin by 40%.

Fun fact: Newristics is one of the leading market research companies in its novel application of behavioral science in the business world.

January 2017 - November 2018

Marketing Consultant

Newristics

Leveraged cognitive psychology and behavioral science frameworks to better understand and influence human decision-making. Uncovered deep psychological insights and improved marketing messages for CPG and pharmaceutical products by 2-3x.

Fun fact: Behavioral science findings apply all areas of life, including product and people management. For examples, see {blogpost}.

June 2016 - December 2016

Intern Adviser

United Nations

Collaborated with diplomats on negotiations in over dozens of multinational UN conferences on key human rights policies. Conducted economic research for Bangladeshi ambassador. Organized events to promote multinational cooperation.

Fun fact: The United Nations has 193 member states.

June 2011 - May 2012

Education

City University of New York, Hunter College

Master's Degree
Quantitative and Behavioral Economics
August 2014 - December 2016

City University of New York, Hunter College

Bachelor's Degree
Economics and Public Policy, Math minor
August 2010 - May 2014

Skills

Programming Languages & Tools
Workflow
  • Mobile-First, Responsive Design
  • Cross Browser Testing & Debugging
  • Cross Functional Teams
  • Agile Development & Scrum

Interests

In my free time, I love to cook fusion cuisines, challenge myself to bake low calorie desserts, hike, take photographs, hone my interior design skills, paint, read, write and volunteer. One of the things that give me meaning in life is spending quality time with loved ones, esp. my husband and our 2 year old mini-poodle mutt named Danny.