Charlene Liew Email & Phone Number

- Runs the Customer Experience measurement program (VOC) for OCBC. Experience metrics include NPS, CSAT as well as sentiment/text analysis of unstructured feedback.- Stakeholder/change management, advocating the importance of CX across the organization.- Works closely with business stakeholders such as Digital Business, Branch Banking, Home Loan teams on research objectives, questionnaire design, implementation of digital intercepts/surveys as well as insights reporting.- Analysis and communication of insights done in a timely manner to management and business heads, steering the prioritization of business initiatives/product features. - Focused on priority customer journeys for the bank (Day to Day Banking, Buy a Home).- Experience in tools such as Qualtrics, PowerBI and Adobe Analytics.

Singapore

- Led and developed research projects to understand the strategic needs of the organization, customer behaviours, needs and value drivers.- Worked on multiple research initiatives that led to actionable insights for the business in terms of service innovations/development (I.e. Seat design, Crew Service Development, SingaporeAir mobile app research). - Familiarity and strong interest in both quantitative and qualitative research methods. - Experience in questionnaire/discussion guide design, survey set-up, fieldwork, data analysis and presentation of findings. - Experience in conducting focus groups, in-depth interviews, workshops and app user research.- Managed the VOC program for SIA using Qualtrics CX tools, monitoring key performance metrics for several touchpoints thru out the customer journey (NPS, CSAT scores). - Text and sentiment analysis of customer feedback verbatim, translating them into actionable insights- Present actionable insights to Management and business units to drive product/service initiatives to resolve customer pain points and/or leverage delight points, improving overall customer experience- Built meaningful dashboards to deliver an insightful overview of customer sentiments/satisfaction.- Skills and familiarity with data tools and survey platforms (Tableau, Qualtrics, PowerPoint, Excel).

Singapore

Flight Stewardess with Singapore Airlines.

As a Research Executive in Kantar Millward Brown, I was part of the Client Servicing Team servicing clients- Asia Pacific Breweries (Tiger Beer), Friesland Campina, HSBC, Disney and McDonalds. Specialising in both primary and secondary research, my job scope includes:- Project management for research projects that include concept and communication testing, usage and attitudes analysis, segmentation and brand health tracking. - Statistical analysis and evaluation of numerical data.- Charting of research reports - Understanding business issues and providing actionable insights and strategic hrecommendations for client-decision making. - Day to day liaising of processes between Client Service and Project Management teams.

As an Intern within the digital team, I assisted account managers in servicing clients mainly Changi Airport Group and the Unilever family of brands (Lipton, Dove, Rexona). My daily job scope included:- Overseeing of Viasg.com in terms of website content, layout and advertising content. - Analytics of Changi Airport Group related websites.- Content generation for digital media platforms of the above Unilever brands.

Bachelor Of Business Administration - Bba, Marketing

Activities and Societies: Nanyang Business School Marketing Club- Management Committee, Hall 14 VolleyballCP Foods Marketing Challenge.

Bachelor Of Business Administration - Bba