Join us on Behind the Mic with Putri Ramadhani, Associate VP of Product Development & Operations, as we dive into her journey of transforming CX at RevoU.

With over 12 years of experience in product development and digital innovation, Putri Ramadhani Saragih has built a career at the intersection of EdTech and banking, driving the creation of customer-centric products. As the Associate VP of Product Development & Operations at RevoU, she leads the development of AI-powered solutions that enhance student outcomes, improve engagement, and optimize digital learning experiences at scale.

Before joining RevoU, Putri played a key role in product development and customer experience transformation within the banking sector, where she led the design and launch of innovative financial products, optimized digital acquisition strategies, and enhanced service offerings to drive customer engagement and business growth. Her ability to translate market insights into impactful product innovation has fueled success in both corporate and startup environments.

We had the opportunity to speak with Putri Ramadhani Saragih, who shared valuable insights from her journey and expertise in product development and customer experience.

Q1. What motivated you to pursue a career in product development, and what key steps did you take to enter this field?

What has always motivated me in product development are two things. First, the opportunity to stay close to customer problems, listening to their pain points and finding ways to truly remove them. That connection keeps me grounded in the “why” behind every product decision. Second, product development constantly pushes me to challenge myself and explore new solutions, ensuring that what we build is not only innovative but also adaptive to the changing market. Early in my career, I deliberately sought roles that combined customer insight with execution, and over time I built a track record of turning customer pain points into scalable solutions, something that has shaped me into the product leader I am today.

Q2. How have you leveraged emerging technologies such as AI, machine learning, and blockchain to enhance the customer experience in your products or solutions?

To ensure our customers enjoy the best possible learning experience, I’ve made research and adoption of emerging technologies a core focus with my team. AI for instance, allows us to personalize learning journeys and provide instant feedback at scale. But we don’t look at technology in isolation, it’s equally important to embed these tools into the way our teams work. An effective internal process powered by the right technology naturally translates into better customer outcomes. Our philosophy is simple: when the back end is seamless, the front end experience for customers becomes exceptional.

Q3. What are some of the most significant challenges you've faced in improving customer experience from a product management perspective, and how did you overcome them?

One of the biggest challenges I’ve faced is striking the right balance between personalization and scalability. Customers increasingly expect tailored experiences, but as a product leader, I also need to design solutions that work efficiently at scale. To address this, I focus on building modular product features frameworks that can flex to customer needs without reinventing the wheel each time. This approach allows us to offer a personal touch where it matters most, while maintaining operational efficiency and ensuring consistency across a wide customer base.

Q4. How do you capture and incorporate customer insights and feedback into your product development process to ensure relevance and long term impact?

We take a two layered approach. The first is through structured surveys, which help us identify broad patterns and form initial hypotheses about how customers perceive our products and services. The second layer is deep qualitative discussions with customers because behind every number is a real story. These conversations allow us to unpack the “why” behind the data, giving us nuanced insights that shape both short term product adjustments and long term strategic roadmaps. Combining quantitative and qualitative inputs ensures our products remain relevant and impactful over time.

Q5. What strategies have you found most effective in delivering exceptional customer experiences through your products and services?

Strategies vary depending on the problem we’re trying to solve, but one principle consistently stands out: being data driven while proactively listening to customers. Exceptional experiences don’t come from copying competitors, they come from truly understanding and winning the hearts of our customers. By combining hard data with an open ear, we uncover what matters most to them, and then translate those insights into experiences that feel both intuitive and valuable. In my view, “exceptional” is less about comparison and more about creating moments where customers feel genuinely understood.

Q6. Can you describe a specific instance where data analytics helped you identify customer pain points and drive product enhancements?

Data analytics plays a central role in how I lead product decisions. One example was when we noticed unusual churn patterns during a specific stage of our learning journey. Instead of relying on assumptions, we dug deep into the data, which revealed that the bottleneck was less about content quality and more about accessibility and pacing. This insight enabled us to redesign that stage with better structure and flexibility. The result was a significant improvement in completion rates and satisfaction scores. I firmly believe: wrong data leads to wrong decisions, and wrong decisions create poor customer experiences. That’s why every product change I champion must be backed by solid evidence.

Q7. Which methodologies or frameworks do you use to prioritize product development and ensure alignment with customer needs and business goals?

I rely on a combination of frameworks depending on the context, but the two I use most often are RICE (Reach, Impact, Confidence, Effort) and OKRs (Objectives and Key Results). RICE helps the team stay disciplined in prioritization ensuring we don’t just chase exciting ideas, but focus on those with measurable impact. OKRs, on the other hand, keep the bigger picture in view, tying every initiative back to strategic goals. I also embed a customer lens in both frameworks, because a product that doesn’t resonate with customers will never deliver sustainable business value.

Q8. How do you stay updated with the latest trends and developments in customer experience and product development?

I see staying updated as a mix of structured learning and active listening. On one side, I regularly attend industry events, join professional networks, and follow thought leaders in product management and customer experience. On the other side, some of the most valuable insights come directly from our customers and partners, listening to their evolving needs often reveals trends before they become mainstream. I also encourage my team to bring in fresh perspectives, whether from new tools, research, or experiments. This combination of external scanning and internal curiosity ensures we’re always one step ahead.

Conclusion

Through this conversation, Putri Ramadhani Saragih of RevoU, highlighted how customer-centricity, data-driven decision making, and thoughtful adoption of emerging technologies have shaped her journey in product development. From balancing personalization with scalability to embedding AI for seamless learning experiences, she demonstrates that exceptional customer outcomes are achieved when empathy and innovation work hand in hand. Her approach is anchored in listening, prioritization frameworks, and continuous learning she offers a powerful reminder that product development is not just about building features, but about creating meaningful solutions that evolve with customer needs.

“Thank you for reading this edition of our Behind the Mic. We hope you enjoyed the insights shared by Putri Ramadhani Saragih. Stay tuned for there are many more inspiring conversations and perspectives on the way.”