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Work Background
ManulifeHead of Customer Experience, Wealth Asset Management/ Retirement Asia
Mar. 2024 - Jan. 2025Hong KongMy key role is to enable Manulife as the digital customer leader through zooming into its Wealth and Asset Management/ Retirement customers' experience, e.g. understand and anticipate pain point and needs, measure and track our performance vs corporate OKRs, design the best-in-class customer experience journeys, strategise and implement customer centric initiatives by partnering with our retirement and investment retailing business leaders in Global and Asia offices. I report to the Head of Customer Experience in our headquarter office in Canada and lead a team of Customer Experience SMEs in Hong Kong. I am also a certified Human Centered Design (HCD) trainer through LUMA Institute, active as a speaker and instructor to promote HCD's mindset and working in Manulife.
ManulifeDirector, Global Innovation & Human Centered Design, Customer & Market Research
Jan. 2023 - Mar. 2024Hong Kong SARI specialised in innovations based on insights that could delight and resolve pain points for our customers and distribution channels by partnering with Cambodia, China, Hong Kong, Indonesia, Japan, Malaysia, Myanmar, Philippines, Singapore and Vietnam leaders to deliver business growth. My work focuses on Health and Wellness, Value Propositions, Market Sizing, Segmentation, Journey Mapping and CX (including NPS and NPSystem), and using Human Centered Design and Agile ways of working.
ManulifeDirector, Consumer Insights, Customer Experience & Transformation, Asia
Jan. 2020 - Jan. 2023Hong Kong SAR
CignaAssociate Director, Insights (Global)
Nov. 2016 - Jan. 2020At Cigna, I strategize, drive and activate insights for Cigna's branding, marketing, business communications, product and service development, operations and customer experience functions in 17 markets, including UK, Spain, Middle East, Africa, US and Asia Pacific. My daily work involves building Insights as a community with Cigna stakeholders through various types of research around the world, e.g. market sizing and segmentation for customer acquisition, partnering with Cigna markets using NPS and CX surveys to improve customer experience and persistency, measuring brand and marketing effectiveness. I am also leading an award winning survey to grow Cigna as the health and well-being thought-leadership globally (https://www.cignahealthbenefits.com/campaign/mystressplan/).
NielsenDirector, Financial Services Insights
Mar. 2011 - Nov. 2016At Nielsen, I managed my team's P & L and led a team of 10 executives who specialised in financial services research for C-level to middle management clients. I have achieved a track record in sales, business development, client relationship management and insights generation. My research experience spanned from market entry understanding and sizing, segmentation, brand performance, marketing and advertising effectiveness, customer engagement and experience, customer journey mapping, PR, business process improvement (BPI based on Six Sigma, Lean and Change Management), concept and product testing globally. I was also a leader who mentor, coach and empower my team to perform and meet their career aspirations.
IpsosAssociate Director
Feb. 2008 - Mar. 2011
TNSManager
Jan. 2007 - Dec. 2008
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