Dhruv Sharma
Sydney-based product and design leader working across AI, UX, and growth. I help teams design better products, improve customer journeys, and bring new ideas to market.
Currently the Head of Product & Design at TRVLR AI
Building an AI-native platform rethinking how travel is planned and booked.
​
Leading the company from the ground up across product, design, client partnerships, and commercial strategy - shaping everything from AI-driven experiences to how the business grows and operates.
My selected work
2025 - Present
Head of Product & Design, TRVLR AI
Building an AI-powered trip planning and booking platform built from the ground up.
At TRVLR AI, I’m building an AI-powered trip planning and booking platform from the ground up. My work spans product strategy, UX, AI systems thinking, client delivery, and early commercialisation, from defining how itineraries are generated through routing logic and structured travel constraints, to designing booking flows and partner-facing experiences that make those plans actionable. The product is currently being piloted with partners including Cairns Discovery Tours and Tasmania.com, where we are using real-world deployments to validate product-market fit and improve how travellers move from inspiration to planning to booking.
2023
Lead Strategic Designer, Boston Consulting Group
Led digital growth and booking conversion through a 12-week transformation program.
Led a digital growth acceleration program for a leading cruise line in Australia and New Zealand (P&O Cruises), focused on improving acquisition, engagement, and booking conversion. Over a 12-week program, I led the Digital CX and Marketing squad, delivering quick wins, identifying high-value opportunities, and defining a future-state roadmap for the website as a primary booking channel. The team launched 27 experience improvements and 16 growth-focused use cases across website and marketing channels, supported by research, analytics, and experimentation frameworks.
The program delivered significant measurable impact, including ~70% increase in weekly website traffic, ~150% improvement in visits per marketing dollar, and ~50% uplift in bookings over the comparison period, alongside a roadmap of 58 features to drive sustained growth.
2024-25
Lead Product Designer, Telstra
Launched eSIM to transform customer activation and service management.
At Telstra’s Belong, I led the end-to-end design and launch of eSIM as a key strategic priority for FY25-26, simplifying how customers activate and manage their services digitally. The work addressed a critical gap where over 50% of customers purchasing through retail were required to activate a physical SIM before converting to eSIM, creating unnecessary friction in the journey.
I designed multiple activation pathways across new and existing customers, enabling seamless onboarding without changes to plans, billing, or account structure. The solution supported a base where ~51% of customers were already using eSIM-compatible devices and unlocked an expected 10–15% shift toward eSIM activations (~1.2k–1.8k activations per month).
2022
Lead Strategic Designer, Boston Consulting Group
Designed a digital education platform to support millions of students and teachers across Rajasthan, India.
Contributed to a large-scale public sector transformation with the Government of India (Rajasthan), focused on designing a digital platform to support teaching and learning at scale.
The work involved leading UX, service design, and field research to shape a mobile-first solution grounded in real classroom and educator needs. The program aimed to support hundreds of thousands of educators and millions of students, requiring solutions that balanced policy, infrastructure, and usability constraints. My role focused on translating on-ground insights into scalable digital experiences that could drive adoption across a complex public education ecosystem.
2020-21
Lead Strategic Designer, Boston Consulting Group
Led CX transformation and design operations for a challenger bank serving over 7 million customers.
Led design across a challenger bank transformation program, working across core product journeys including lending, onboarding, and digital banking experiences. The work combined service design, product UX, and design operations, including building a unified design system, enabling experimentation frameworks, and scaling team capability through training and structured ways of working.
This resulted in improved funnel performance, stronger product adoption, and uplift in digital experience quality across a customer base of over 7 million users.
I’ve led LGBTQIA+ inclusion initiatives across both BCG and Telstra, from driving the Pride@BCG (OneBCG) agenda across Australia and Asia Pacific to leading BE Proud at Belong. This involved building and leading internal teams, shaping DE&I programs, and creating spaces that foster visibility, connection, and a stronger sense of belonging.
I am certified in design management, technology and facilitating adult learning programs.
UX Management Certificate
Nielsen Norman Group
Adult Learning Trainer
IAL Singapore
Certified Usability Analyst
Human Factors International
Bachelor of Technology
Manav Rachna University
Check out my recent talk at Design Outlook 2025
July 2025
Melbourne, Australia
