Projects & ExperienceSelected work, end to end.
Each engagement from discovery through delivery, the workflow, the impact and the skills behind it.
academicBusiness & CX2024
Online Education Market, Pricing & Demand
UTS, 23708 Studio 1: Foundation
Statistical study of what drives subscriber engagement on Udemy: price, content length and course complexity.
- 1Profiled price and subscriber distributions, identifying multimodal pricing clusters
- 2Built simple and multivariate regression models for subscriber counts
- 3Tested price sensitivity and content length effects over time
- 4Translated coefficients into pricing and catalogue recommendations
Impact, Found demand concentrated at the $0–10 and $90–100 price points with a steep fall above $130, and a heavily right skewed subscriber distribution where most courses stay under 1,000 subscribers.
Regression AnalysisPrice ElasticityMarket SizingExcel
academicBusiness & CX2024
PHI Market Policy Intervention Analysis
UTS, 23708 Studio 1: Foundation
Economic evaluation of three government responses to declining private hospital insurance membership among younger Australians.
- 1Analysed APRA membership data to size the 25–34 cohort decline and death spiral risk
- 2Modelled an age based subsidy, a lowered Medicare Levy Surcharge threshold and medical device cost regulation
- 3Assessed each option against market equilibrium and fiscal cost
- 4Recommended a sequenced intervention with monitoring measures
Impact, Framed the affordability spiral in supply and demand terms and showed which lever moves younger membership at the lowest fiscal cost.
Policy AnalysisMarket EquilibriumAPRA DataEconomic Modelling
academicBusiness & CX2024
Freshworks Customer Journey & Value Communication
UTS, 24748 Deliver Customer Value
Two stage CX study mapping the Freshworks buyer journey for a defined persona, then auditing how the company communicates value.
- 1Built a persona anchored journey map across awareness, evaluation, onboarding and advocacy
- 2Identified friction touchpoints and unmet needs at each stage
- 3Ran a social media audit and critiqued value communication consistency
- 4Recommended messaging and touchpoint changes tied to journey gaps
Impact, Connected specific journey friction points to the messaging that caused them, the same VoC to roadmap loop I now run commercially.
Journey MappingValue PropositionCX ResearchSocial Media Audit
academicBusiness & CX2024
Telstra vs TPG, Financial Performance Review
UTS, 22788 Accounting Practices and Tools
Ratio driven comparison of Telstra against TPG Telecom, with horizontal and vertical analysis and forward performance estimates.
- 1Computed profitability, liquidity, efficiency and capital structure ratios for both carriers
- 2Ran horizontal and vertical analysis over the most recent reporting years
- 3Visualised comparative trends to isolate structural versus cyclical differences
- 4Projected future performance and framed strategic recommendations
Impact, Identified Telstra's asset efficiency strength alongside liquidity and capital structure exposure worth monitoring.
Financial RatiosHorizontal/Vertical AnalysisCompetitor Benchmarking
academicBusiness & CX2024
Footloose Travel, Investment Appraisal
UTS, 25720 Applied Financial Management
Financial analysis and pro forma projections for a travel business recovering post pandemic, including a hotel refurbishment investment case.
- 1Reviewed FY22–FY23 historical financials and recovery trajectory
- 2Built pro forma statements for the following fiscal year
- 3Appraised the O'Riordan Hotel refurbishment investment
- 4Stress tested the plan against a volatile demand environment
Impact, Showed how disciplined working capital management funds growth investment without compromising recovery phase resilience.
Pro Forma ModellingInvestment AppraisalScenario Analysis
professionalBusiness & CX2023
Omnichannel CRM Consolidation
Bajaj Finserv
Led consolidation of five fragmented CRM instances into a single Salesforce Sales & Service Cloud operating model.
- 1Audited 5 instances and 60+ overlapping workflows
- 2Negotiated a unified data model with compliance and risk
- 3Sequenced migration in 4 releases with zero downtime
- 4Trained 300+ agents and instituted adoption dashboards
Impact, Single customer view for 300+ agents; 22% reduction in case handling time; audit ready data lineage.
Kapture CXSalesforceChange ManagementData MigrationStakeholder Management
Academic work & attribution. Projects marked academic were completed at the University of Technology Sydney between 2024 and 2025, several as team assignments, collaborators are credited in the source reports. Datasets are publicly available (Kaggle, ABS, APRA, OSMI, NSW Government open data) and used for study purposes only; no confidential client data appears here. Commercial work is described at a level agreed with each client.
With gratitude to the UTS faculty, mentors and teammates who shaped this work. Detailed reports and notebooks are available on request. © 2026 Avinash Mukundan. All rights reserved.