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Work Background
JET ChargeManagement Consultant
Feb. 2025Melbourne, Victoria, AustraliaKey focus: experience design, alpha feedback, stakeholder-led design 1. Led discovery and design of a new hardware decommissioning feature, starting with stakeholder interviews and journey mapping current pain points. 2. Created an improved process and translated it into Product Requirement Documents and wireframes. 3. Ran alpha feedback loops with a pilot group of electricians, capturing insights through structured interviews. Used learnings to refine product flows and prioritize roadmap improvements. 4. Built deep understanding of user workflows to identify day-to-day frictions, map user journeys, and support decisions with evidence.
JET ChargeCustomer Experience Specialist + Research Lead
May. 2023 - Apr. 2025Melbourne, Victoria, AustraliaPartner Store GTM + Feature Expansion 1. Drove go-to-market for the JET Charge Partner Store, contributing to the 72M Series C funding round. 2. Increased active customer rates from 0% to 15% through: - Customer behavior analysis using Clarity - Email nurture journeys - New features like call to order and dispatch timelines (designed in collaboration with engineering + CX). 3. Redesigned phone support experience, auditing support calls and co-creating new call flows with frontline teams. Partner Store Launch + Support Design 1. Led foundational research to define what partners need in a wholesale store experience — insights that fueled a launch generating $1.9M revenue and 370 users. 2. Designed and operationalized a customer support function from scratch: - Journey-mapped key interactions - Identified make-or-break service moments - Laid the foundation for scalable partner support
twimbitCX Research Analyst
Apr. 2021 - Aug. 2023A practitioner in the customer experience pillar. My responsibilities include: 1. Lead and perform end to end project management and client correspondence 2. Participated in CX projects in the contact centre, telco, government and BFSI space 2. Develop and write insights in the CX field. Includes: - Yearly CX trends - Measuring CX success - Technology that enable physical and digital CX experiences - Analysed best practices from companies with the best CX experiences worldwide (with a deeper focus on APAC) 3. Facilitate monthly trainings to provide relevant CX knowledge to professionals.
Monash University MalaysiaResearch Assistant
Mar. 2020 - Mar. 2021Selangor, MalaysiaManaged the Monash Sexual Health and Wellbeing Study 1. Participated in the conceptualisation of studies 2. Collected quantitative data from 300+ participant 3. Performed data analysis using SPSS, interpreted data 4. Completed a report regarding parent-child relationships and young adults' safer sex behaviours.
Monash University MalaysiaResearch Assistant
Mar. 2017 - Nov. 2018MalaysiaPerformed data collection and analysis for the Sexuality and Wellbeing among Malaysians study. I have 1. Assisted in facilitating experiment sessions 2. Assisted in participant management 3. Assisted in data collection and report writing
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