Shruti Khandelwal is a seasoned product leader specializing in fintech products, based in the San Francisco Bay Area. With a solid educational foundation, including a Master of Science in Product Management from Carnegie Mellon University’s Tepper School of Business, an MBA from the Indian Institute of Management (IIM), Kozhikode, and a Bachelor of Engineering from BITS Pilani, Shruti combines academic excellence with extensive practical experience in her field. Her professional journey has been marked by significant contributions to major tech companies, where she has honed her skills in the fintech and payments domain along with product management, user research, experimentation, data driven decision making, and agile methodologies.
Q 1: What motivated you to pursue a career in product management, particularly in the fintech sector?
A: My interest in product management stems from a desire to bridge the gap between technology and user needs. I’ve always been passionate about solving complex problems and creating intuitive experiences, so working in product management allows me to merge my technical background with my interest in understanding user behavior and driving innovation. Fintech stood out to me because of its potential to drive financial inclusion and make everyday transactions simpler, faster, and more transparent. Fintech product management offered the perfect way to align technology with user needs and business goals to solve real world problems – allowing me to shape not just what we build, but why and for whom.
Q 2: How do you approach user research, and what key factors do you consider?
A: In user research, my approach is built on empathy and data-driven insights. I believe in understanding both the stated and unstated needs of users through a combination of qualitative and quantitative methods. Key factors I consider include identifying pain points in existing journeys, understanding usage patterns, and validating hypotheses through experimentation. Building a comprehensive understanding of the target audience is crucial for designing products that truly resonate with users.
Q 3: Can you describe a challenging project you managed and how you overcame obstacles?
A: One of the most challenging projects I led was the development of a digital supply chain lending product for SMEs, operating under tight regulatory constraints and high performance expectations. The solution involved a complex three-sided platform comprising an industry giant, its suppliers, and a banking/lending institution. During the pilot, we partnered with a logistics aggregator, introducing truckers as a key user group. With limited initial insight into their behavior and needs, I personally conducted field interviews with truckers to uncover pain points to make sure our product design and flow is based on real user input.
We also encountered unexpected challenges related to integration partners and evolving compliance requirements. To navigate this, I worked closely with legal and engineering teams to architect solutions that balanced regulatory compliance with operational efficiency. I also established regular cross-functional stakeholder meetings to ensure alignment, transparency, and swift decision-making. These efforts collectively helped us transform a process that originally took weeks into one that could be completed in minutes.
Q 4: What role does experimentation play in your product management style?
A: Experimentation is fundamental to my product management approach. I believe in validating assumptions and making data-informed decisions rather than relying on intuition alone. I regularly implement A/B tests to optimize user flows and increase conversion rates. These experiments help minimize risk when introducing new features and provide concrete evidence of impact. Creating a culture that embraces experimentation and learning from both successes and failures has been key to delivering impactful products.
Q 5: How do you incorporate AI/ML technologies into your product strategy?
A: Incorporating AI/ML technologies is increasingly central to my work. I focus on identifying opportunities where these technologies can solve real user problems or create significant business value. For example, we worked on building intelligent routing engines that optimize transaction success rates while keeping cost of payments minimum and I have also built personalization engines that enhance user experiences in the ecommerce and retail sectors. When implementing AI solutions, I ensure we have good quality data, clear success metrics, ethical considerations are addressed, and that the technology serves as an enabler rather than just a buzzword.
Q 6: What tools or methodologies do you rely on for product management, and why?
A: I use various tools and methodologies to streamline product management processes. For user research and design, I rely on Figma to collaborate on prototypes and visualize user flows. For data analysis, SQL and Tableau help me understand user behavior and measure impact. I leverage JIRA for agile project management, ensuring that teams stay aligned and focused on priorities. Additionally, I use frameworks like Jobs-to-be-Done to understand user motivations and the North Star Framework to align teams around key metrics. We have internally created a ‘Hotly Debated Topics’ Framework to guide us in making difficult and complex decisions by analyzing pros & cons, costs, impact and tradeoffs associated with all options on the table.
Q 7: How do you manage cross-functional collaboration and ensure effective execution?
A: Managing cross-functional collaboration is essential for product success. I promote open communication and ensure all stakeholders understand the product vision and their role in realizing it. Regular sync-ups with engineering, design, data science, and business teams help maintain alignment. I also create clear documentation and roadmaps that provide visibility into priorities and timelines. Recognizing contributions across teams and fostering a culture of shared ownership have been crucial in driving successful product launches.
Q 8: What advice would you give to someone aspiring to enter the product management field?
A: My advice would be to develop both analytical and creative thinking as well as problem-solving skills. Understanding technical concepts while being able to translate them into user-centric solutions is invaluable. Gain hands-on experience through internships or by building your own products. Develop expertise in user research, data analysis, and business strategy. Networking with professionals in the field and staying updated on industry trends will also enhance your knowledge and opportunities. Finally, cultivate communication skills, as product managers must effectively articulate vision and priorities to diverse stakeholders.
Q 9: How do you stay current with industry trends and advancements in technology?
A: I stay current by actively engaging with industry publications, attending product conferences, and participating in professional communities focused on fintech and payments product management. I follow thought leaders and experts on platforms like LinkedIn and Medium to gain insights into emerging technologies and methodologies as well as regulatory changes in the fintech domain. Continuous learning through courses and certifications is vital for keeping my skills sharp in this rapidly evolving field. I also maintain a network of product professionals with whom I regularly exchange ideas and insights. I recently attended a 3 day conference conducted by Stripe called ‘Stripe Sessions’, and learnt the latest on AI, Agentic Commerce and Stablecoins along with meeting other industry leaders, experts and startups disrupting the payments ecosystem.
Q 10: What are your long-term goals in your career, and how do you plan to achieve them?
A: As a product leader in fintech, my long-term goal is to build inclusive financial systems that empower underserved populations and small businesses globally. I aim to be at the forefront of innovation—shaping products that are not only scalable and secure but also equitable and intuitive. To achieve this, I plan to continue deepening my expertise in emerging technologies like real-time payments, AI, and blockchain, while staying close to user needs through hands-on product work and global exposure. I also believe in the power of mentorship and cross-industry collaboration, and I’m committed to cultivating diverse teams that challenge convention and bring fresh perspectives to solving real-world financial problems.
About Shruti Khandelwal
Shruti Khandelwal is a product leader with a passion for building fintech products and a strong educational background in product management and engineering. With a Master’s degree from Carnegie Mellon University and multiple recognitions such as the Citi Women Leader National Award 2018 and SGGSC National Talent Award by Societe Generale for exemplary leadership skills, Shruti has a proven track record in managing complex digital fintech products from conception to launch. Her expertise includes fintech and payments, user research, experimentation, data driven decision making, product strategy and implementing AI/ML solutions. Shruti is dedicated to creating intuitive and impactful technology solutions that enhance user experiences across the digital landscape.
