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EXPERIENCE

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HEAD OF CLIENT SUCCESS & CUSTOMER EXPERIENCE
@ QUANTIFEED

2022 - Present

  • Developed and implemented a 360 client success strategy including:

    • Discovery framework taking foundation on design thinking principles

    • Client experience redesign maximizing every touchpoint of with clients 

    • Commercialization support approach boosting the business impact of Quantifeed platform for clients

    • A complete incident management framework.

  • Led the design and delivered:

    • "QLab" a research methodology enabling clients to maximize the  user value of their platform​

    • A design system approach improving efficiency and scaling capability of Quantifeed front end

  • Led the proposition development:

    • Advisor-led solutions, including a vast subset of journeys like, wealth health check, CIO notices, maker checker and much more.​

    • Customer-Direct solutions, covering journeys from teaser to rebalance investment portfolio

    • Hybrid solutions combining an advisor-led with some self-serviced touch point allowing for a better customer experience and cost savings

    • Portfolio manager solution facilitating the common portfolio manager tasks like model portfolio creation, back-testing, simulation, workflow management, strategic asset allocation governance and reporting.

PRODUCT MANAGMENT LEAD 
@ HSBC WEALTH AND PERSONAL BANKING

2019 - 2021

  • Lead the digital product management for the global Wealth Value Stream (2021)

  • Lead digital product management for HSBC Pinnacle Venture with a cross-functional team of 200+ contributors (2020)

  • Lead the product management of the Hong Kong mobile banking app with a cross-functional team of over 60+ peoples (2019)

MANAGER, DIGITAL CENTER OF EXCELLENCE
@ AXA GROUP SOLUTION ASIA

2016 - 2018

  • Created and managed an in-house consultant team covering digital product initiation, design thinking, delivery, commercialization and performance tracking. ​

  • Strategic advisor to AXA Next, AXA global innovation team​

  • Regional Product Owner, Customer Engagement Platforms (MyAXA)​

SENIOR MANAGER, BUSINESS CONSULTING
@ JWT (HEATHWALLACE)

2016

  • Launched and managed a 5-time-zones, 7 digits project, with one of the top ten bank in the world.

  • Worked on developing the product management practice of HeathWallace Asia

MANAGER, DIGITAL PLATFORMS
@INTACT FINANCIAL CORPORATION (BELAIRDIRECT)

2014 - 2015

  • Delivered a full revamp of Belairdirect.com website resulting in double digits digital sales increases

  • Managed a team composed of front end developers and digital designers

  • Managed the digital side of multiple insurtech partnerships including UBER, TURO and SunLife Financials

  • Managed the digital assets absorption of multiple acquisition in Canada

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