Frank Yin Email & Phone Number

Auckland, New Zealand

- Develop acquisition & retention strategies through customer & market research, quantitative & qualitative data analysis, hypothesis testing, achieving 1.66x system growth vs target of 1.2x- Work with general managers on formulating an 18-month strategy across 5 product domains, setting up strategic objectives, deliverables, and success metrics that align with BNZ’s strategic ambition- Lead BNZ home loan application digital channel optimization. Reducing manual triage time from 3 hours/day to 5 minutes/day. Improving digital leads conversion rate by 3%- Lead cross-functional team on go-to-market campaign “24-hour home loan decisioning promise”, from ideation to proof of concept, operationalize and go live. Over an 8-week span, the campaign generated 33,4k visitors to www, created 1,384 new lending opportunities, uplifted 14 points in NPS- Lead credit card and personal loan offline application relaunch. Mapping and re-designing customer journey and optimizing channel performance, reducing 25% processing time per application- Lead monthly portfolio reporting and quarterly customer insights forum. Producing actionable recommendations from data analysis to engage senior leaders across the business and address customer pain points identified, optimize and simplify product proposition- Produce insights on channel performance, working with frontline leaders to optimize performance through leads prioritization, process improvement, banker training- Lead BNZ home loan refinance proposition refresh, identifying the current gap in product proposition, generating insights & recommendations from market research, competitor research, and workshops. Manage banker knowledge content update and capability uplift

- Lead & coach business analyst on operational excellence engagement with the operational team. Identifying improvement opportunities, banker & customer pain points. Design and develop future state Pega workflow solutions according to business requirements

Auckland, New Zealand

- Create business cases containing problem sizing, impact, benefits of improvement, and proposed solutions, which are then presented to stakeholders across the business as well as executives to establish ownership and drive delivery. Examples include but aren’t limited to: a) “Customers charged for free modem on the first bill”, impacted over 5.5k customers and $700k remediation b) “Agents not leaving notes in CRM for customer interactions”, reduced from 80% to 40% in 3 months, implemented technology change which eliminated the behavior- Lead 2 external partner post-sales teams on customer experience and improvement activities, resulting significant increase in NPS from 0 to +60 and CSAT from 4.0 to 4.9 from Jan to Oct.- End-to-end delivery of Noel Leeming Tech Solutions improvement initiative. Liaising with internal and external stakeholders, reducing agent pain points, and repeating calls for both parties. Facilitated workshops and designed training packages for the entire call center team, establishing and documenting the correct process to uplift customer experience- Performed root cause analysis on care pilot project identifying the root cause of 74% of the total call volume, synthesized improvement ideas and recommendations for delivery- Established Agile ways of work across call center teams and facilitated agile ceremonies, implementing Kanban boards to raise impediments and collate problem themes. Educate case managers on root cause identification, reducing customers' needs for repeated calls

Auckland, New Zealand

- Research and implementation of organizational agile transformation project. Analyzing internal meeting minutes, timesheet data, consulting with departmental managers and project managers on project obstacles and desired outcomes. Introducing agile ways of working across the organization via Jira. Implementation was achieved by utilizing Kotter’s 8-step change model- Managing cross-functional teams on multiple continuous improvement projects, identifying bottlenecks and waste, determining objectives, timelines, project tasks, and leading communications within the organization, resulting in annual savings of over $200k NZD- Perform root cause analysis and produce improvement actions & results presentations to represent the company as a technical expert for key external meetings with executive-level audiences

Master Of Engineering(Hons) - Meng, Engineering Management

- Research Thesis: Reducing Project Delays - Agile and Lean Project Management - Operations and Supply Chain Management - Quantitative.

Bachelor Of Engineering (Behons), Electrical And Electronics Engineering

Winner of final year research project in radio systems