Working with various teams across diverse organisations to advise them on how they can embed human insight across their organisation to be able to build, optimise and innovate in their products and experiences with confidence.

Worked closely with the sales ecosystem to impact opportunities and sales cycles across the APAC region and globally as well.Engaged with prospects and customers at every level of the organisation to build solution designs and business cases that demonstrate the value of the Medallia Experience Cloud.

Lead the development of customer insights in various projects with different business units across the organization.Work with different business units to provide recommendations and action plans on various projects and initiatives based on customer research and insights.Drive the adoption of the Voice of Customer program across various business units

Established and led the CX program to gather actionable insights and improve the customer experience across all services.Determined priority areas and services to focus on based on customer and business insights.Provided recommendations based on the voice of customer to improve products and services.

Lead entire sales cycle from initial opportunity creation to finalizing opportunity outcome. This includes prospecting campaigns, driving the discovery process at meetings with both prospects and clients, forecasting, selling the value of partnering in the area of CX, and ultimately closing the deal.Participate in internal team meetings to collaborate with supporting ecosystem on opportunities, resolve customer issues, share best practices, and work with cross functional teams.

Worked with senior decision makers at admired organisations to understand their business goals and articulate Medallia’s value proposition. This includes educating prospective clients on operational CEM best practices and serving as the Senior Operational CEM expert during sales cycles.Presented Medallia thought leadership around Operational CEM during strategic sales cycles as a critical voice of expertise and guidance during the pre-sales process. Led the design and scoping… Show more Worked with senior decision makers at admired organisations to understand their business goals and articulate Medallia’s value proposition. This includes educating prospective clients on operational CEM best practices and serving as the Senior Operational CEM expert during sales cycles.Presented Medallia thought leadership around Operational CEM during strategic sales cycles as a critical voice of expertise and guidance during the pre-sales process. Led the design and scoping impactful Customer Experience programs that transform the client’s business and organisational culture. In the role, I’ve gained exposure to a wide range of industries and markets across Southeast Asia. Show less

Focus areas are Research and Insights, Customer Experience, Employee Engagement Studies and Business Excellence Consulting.Research experience includes administrative preparation for mystery audits and fieldwork, managing the conduct of the surveys via various research methodologies (e.g. mail and online surveys, phone and face-to-face interviews), data analysis, as well as the delivery of the results to clients.Involved in focus group discussions and in-depth interviews to… Show more Focus areas are Research and Insights, Customer Experience, Employee Engagement Studies and Business Excellence Consulting.Research experience includes administrative preparation for mystery audits and fieldwork, managing the conduct of the surveys via various research methodologies (e.g. mail and online surveys, phone and face-to-face interviews), data analysis, as well as the delivery of the results to clients.Involved in focus group discussions and in-depth interviews to assess customer satisfaction levels, employee engagement levels, identify areas for improvement and to provide recommendations that facilitate the action-planning of the respective clients.As part of implementation work, has been involved in organisation-wide communication sessions that shared Business Excellence criteria as well as industry best practices across the different Business Excellence categories.Industry Experience: Aviation; Government Services; Retail; Construction; Healthcare; Logistics; Security Services; Tourism.Expertise: Business Excellence; Customer Experience; Employee Engagement Study; Research. Show less