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Work Background
OSLSenior Manager Customer Insights and UX
Apr. 2022 - Jul. 2022Singapore, Singapore• Developed and executed VOC (Voice of Customer) programs (including customer journey mapping and touchpoints) to drive insights and recommendations for enhancing the customer experience for B2B, B2C and B2B2C segments and developing actionable recommendations to improve customer satisfaction and loyalty
• Setting up the groundwork for app development, including feature benefit matrix, competitive intelligence, branding, and user experience optimization
• Knowledgeable about emerging trends in UX and customer experience, and able to leverage that knowledge to drive innovation and growth
VALUE INSIGHTS FZCOEntrepreneur
Aug. 2021Dubai, Singapore, India • Experienced individual contributor entrepreneur providing insights and strategy for Fortune 500 clients • Expertise in understanding consumer a business insights to drive growth and profitability
• Strong communication and presentation skills to effectively communicate insights and strategies to clients and stakeholders
• Skilled in collaborating with cross-functional teams and managing client/Stakeholder relationships
Firefly Millward BrownDirector
Jun. 2017 - Jun. 2021Singapore• Experienced team leader and domain expert in strategic planning, insights, and growth P&L for new client development
• Lead custodian of customer experience domain expertise and deployment, with a focus on enhancing customer engagement and success
• Skilled in setting up B2B frameworks for clients in Healthcare, Oral care, and Technology industries, with a proven track record of driving strategy and customer insight framework development • Experienced in setting up insight, product strategy, and distribution strategy for a Healthcare client
• Skilled in conducting client workshops on customer engagement and success for large telecom service providers and F&B brands in Singapore
• Experienced in working with payment and wallet providers in key markets to develop service frameworks for UHNW individuals, including bespoke services by countries and simplifying regulatory and marketplace frameworks in conjunction with B2B and B2C insights for the pre-launch framework of digital wallets
British American TobaccoStrategic Planning and Insights
Apr. 2016 - Jan. 2017Dubai• Experienced individual contributor servicing internal stakeholders for strategy and customer insights
• Custodian of customer research (customized and syndicated) for key Gulf markets, with a deep understanding of local consumer behavior and trends
• Skilled in setting up periodical reporting dashboards and performance reviews of consumer tracker and Nielsen Retail audit, enabling stakeholders to make data-driven decisions
• Proven track record of leading strategy and new product development framework and implementation for new brand launch
• Experienced in enabling businesses to materialize opportunities in previously unidentified segments via analysis, ethnographies, and custom qualitative research
• Knowledgeable about emerging trends in customer insights, and able to leverage that knowledge to drive innovation and growth
• Strong communication and stakeholder management skills, able to effectively communicate insights and recommendations to senior leadership and cross-functional teams
Insights by KantarProject Director
Sep. 2011 - Dec. 2012Dubai• Team Leader, Business development & Account management o Key lead for client servicing o Business growth & Development o Training & Mentoring of the team
o Knowledge expertise on Skills & Categories o Translating consumer insights into marketing solutions & eventually business decisions
Insights by KantarAssociate Project Director
Mar. 2011 - Sep. 2011
Insights by KantarResearch Director
Aug. 2010 - Feb. 2016Dubai• Promoted 5 times in a high-growth role, achieving 10X P&L growth in 5 years while working across Middle East, Africa, and Eastern Europe on major clients
• Experienced strategy consultant and consumer insight custodian for global clients, with a proven track record of driving business growth and increasing revenue
• Skilled in coaching and mentoring qualitative tools and philosophy, enabling team members to develop their skills and deliver high-quality work
• Experienced in managing and leading a team of 10 people, setting up a diverse and geographically dispersed team with varied skill sets for strategic and consistent account management
• Results-driven, committed to delivering value for clients and the business through customer-centric initiatives
Insights by KantarSenior Research Executive
Aug. 2010 - Mar. 2011Dubai
IMRB InternationalResearch Manager
Nov. 2007 - Jul. 2010New Delhi Area, IndiaIdentifying consumer insights in the domain of communication, new product development and other strategic decisions...Has handled clients in the space of telecom, automobiles, consumer durables and social governance Operational & Research stake holder o Responsibilities included – Day to Day servicing
o Quality Control o Financial Viability & cost saving o End to End document drafting – Proposal to Report stage with minimal supervision required from senior staff
o Preparing Recruitment questionnaire, Briefing & Quality checks, Discussion Guide, Content Analysis o Making presentations to the end client o Reporting into the Key Consumer Insight holder for the account
JWTAccount Executive
Mar. 2007 - Sep. 2007Identifying consumer insights to develop future brand communications
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