Deliver user behaviour insights throughout the product development cycle to ensure a product-market fit and delightful user experience. The responsibilities include planning and executing qualitative-quantitative research, data analysis, and facilitating Human-Centred Design workshop ideation.

Analysing and improving various initiatives in Manulife to be more user-centric by utilising the insights from qualitative research. The responsibilities include reviewing project plan and communication material and delivering in-house research projects.Besides being as CX for Manulife Indonesia, during the time has also been assigned as Manulife Indonesia’s MT delegation for MT Exchange Program with Manulife Vietnam. Accomplished the 3 months exchange program starting from 10th September - 10th December 2017 in HCMC, Vietnam. Took part as Customer Experience Analyst in Manulife Vietnam Marketing Team. Key projects involvement during the exchange programs; customer journey mapping, customer retention & up-selling program for matured customer

Conducted customer experience audit process to improve overall customer experience. One of the key initiatives taken here was leading the development of tNPS survey which cover coordinated the development of survey content management system (CMS), automatic survey analysis & reporting tools, preparation of text analytics dictionary, and followed up improvement action items through inner loop huddle with customer service team.

Tracked digital experience competitive analysis and led various digitalisation projects in Manulife Indonesia such as insurance online purchase website, public website revamp, and online complaint handling guideline.Key Project Involvement:• Online Purchase - Prepared & led the discussion for business case preparation. Assured the pricing, process flow, regulatory & risk issue, and product chosen for online purchase can be implemented in Manulife Indonesia• Manulife Indonesia Public Website Revamp – Mapped and restructured claim & product information from business operation perspective into customer perspective as part of Public Website Revamp preparation. The process used “Design Thinking” methodology such as prototyping & testing• Customer Experience Lab (CX Lab) - Planned & organized the first customer experience lab for Manulife employee with a theme of claim process. The workshop activities include role playing to a specific customer persona, undergo the customer journey, capturing the pain point & aspiration throughout the journey • Revamp on Complaint Handling Guideline - Redesigned complaint management system including the escalation process, comprehensive complaint categorization, and complaint handling SLA

As a Manulife Management Trainee which undertook On-The-Job-Training (OJT) process in various departments. Through the OJT, gained a well-rounded knowledge about insurance industry from various perspectives including sales development, customer service management, legal and compliance, and financial budget and expense control management