Conducted website audits across 4 brands, spanning 8 sites and locales, identifying and ranking 200+ issues, working with brands to resolve 15% of issues in 6 months.Developed a UI/UX playbook for e-Commerce teams, improving UX involvement in projects by 40%. Established benchmarking and tracking case study with data analytics team to improve online CVR and customer experience.

Led design in Agile development teams for government transactions, personal finance, digital signing/identity and foreign manpower advocacy projects.Reduced research delivery time by 25% through establishing DesignOps & ResearchOps, boosting team performance and stakeholder trust.Actively involved in hiring and onboarding efforts to build the design team.Mentored seven junior designers offering continuous guidance and mentorship on best practices while providing constructive feedback. Participated in GovTech’s Girls in Tech Summer Mentorship Program as a mentor.Received two awards for exceptional work and undertaking additional duties. Led UX workshops (ideation, alignment, research, etc.) for internal & external stakeholders.

Owned user experience (UX) for all Razer.com products and service with digital touch points. Led Razer.com redesign & managed UX consultant, bridging organic "Add to Cart" & conversion rates.Increased newsletter subscribers by 35% & revenue by 67% through co-designed initiative with demand gen team.Reinstated Login Page at checkout, boosting Razer ID user logins by 29% for improved data collection & analysis.Spearheaded the use of analytics (GA, heat maps, polls, funnels & A/B testing) to achieve business objectives and optimize experience, ensuring usability, brand alignment & legal compliance.Trusted partner and authority between inter-teams collaboration with positive feedback from stakeholders for solutions and communication. A champion for user-focused design and stakeholder education.Consulted on the end-to-end user experience for new products/services such as: Razer.com; Razer Customs, RazerCare Protection Plan, Razer Gift Cards, and Razer Support, just to name a few.Executed user research study while guiding GA students to interview Razer customers on their purchase experience on-site. Learnings have helped to drive decisions on merchandising (i.e. placement of banners, improvement to footer).

Conducted and managed user experience audits, providing recommendations for websites and digital services at the Whole-of-Government (WOG) level alongside cross-functional teams. Provision of user experience consulting services on an ad-hoc basis, alongside knowledge sharing sessions.The scope of work includes reviewing, tracking, and documentation of continuous improvements by key stakeholders as well as internal, external stakeholder engagement and management. Involved in process improvement initiatives as well as the development of updated guidelines for digital services.Part of award-winning cross-functional innovation team to explore citizen experience surrounding death and bereavement for the Moments of Life app.

Assisted instructors in facilitating classes and class-related operational matters. Provided UX guidance and mentorship to students. Responsible for the recruitment of guest speakers and reviewing of clients for pro-bono collaboration.Built and delivered content for UX 101 classes catered for children aged 13-19 for SmartGen Tech Conference.

Worked on 5 projects (4 school projects and 1 pro bono client project) in 10 weeks utilizing the following skills and tools - User Research, Wireframing & Information Architecture, Interaction & Interface Design and Rapid Prototyping & Testing.

Managed all syndicated and proprietary projects across the Malaysia market and worked in cross-functional teams to ensure that projects were successfully executed and delivered. Projects handled were mostly quantitative; in the domain of measuring and tracking service experience and product quality. Scope of work included project management, study design, data collection, data processing as well as analysis and reporting. Additionally, was involved in process documentation, hiring, and training of associates.Developed the soft skills to ensure buy-in from all stakeholders (client, management, and project team) which definitely helped when working with tight timelines. Communication and empathy definitely helped in avoiding possible high-tension situations. Time management, organization, and planning skills are integral to my success as a project manager and have been highly recognized by both internal and external stakeholders.

Responsible for data mining, data validation and report production for proprietary and syndicated studies across all APAC markets. Additionally, I was given the opportunity to manage proprietary tracking projects, including client servicing.Developed skills to understand and analyse data as well as an eye for detail. Having both accuracy and speed are critical for the nature of my role. Being familiar with both tools and deliverables allowed me to develop and re-design existing tools to reduce production time by 70%.