Hannah Kim Email & Phone Number

Canada

Toronto, Ontario, Canada

Guided and influenced executives to set strategic priorities and measures of success based on customer needs and pain points, as supported by Voice of the Customer (VOC) program and various quantitative and qualitative research.Established consistent framework and processes for moderated & unmoderated research to enable Service Design, CX Analytics, and Product Design to collaborate closely with product partners on elevating key customer journeys such as onboarding, everyday transactions, and solving complex problems.

Toronto, Ontario, Canada

Led cross-functional teams through digital transformation initiatives to clarify ambiguous problem spaces including the first collaboration with RBC Personal Banking to create a unified onboarding experience, and the first collaboration with RBC Royal Trust to digitize the estate planning and settlement journey.Enabled delivery squads to seamlessly execute on strategy through compelling research insights in service blueprints, value matrix, design principles, scenario-based personas, and mental model maps.

Toronto, Ontario, Canada

Innovation Design & Research Lead, Design Thinking CoachExperience Design (XD) Team @ RBC Wealth Management, Products & StrategyAs a Manager of Innovation Design on the XD team, I led Design Thinking & Research projects and the initiative to build a Human-Centred Innovation culture across Wealth Management at RBC. I delivered actionable insights and experience strategies to various lines of business for product & service innovation; provided Design Thinking training and coaching across the group; and enabled the community of Design and Research practitioners with our Human-Centred Design Playbook.

London, United Kingdom

Delivered lifestyle insights mapping & UX strategy for next generation products from a global tech brand, through in-depth discovery with communities in London & New York.Wrote white paper on co-creation methodologies, commissioned by European Sponsorship Association (ESA); published in 2018.Built qualitative & quantitative analysis report to British Council on impact of The English Channel site on cultural relations with users across Wider Europe.

London, United Kingdom

Freeformers is the digital growth partner to FTSE 100 organisations, working with a diverse array of clients including Barclays, HSBC, John Lewis, Camelot and E.ON. Our mission: to create the future workforce, now. Plus for every business person we train, we train a 16-25 year old for free; equipping them with the essential 21st century skills and providing opportunities for employment and self-employment. We call this one_for1. Find out more at Freeformers.com.I built and lead our team that designs the digital mindset, skillset and behaviour change programme Transformation. We deliver this product to our biggest client - a global financial institution. We provide a unique, blended learning & coaching experience to clients while optimising the mix of global scalability : quality : local relevance.

London, United Kingdom

As Product Manager for our digital mindset, skillset and behaviour change programme Transformation, I have successfully grown and rolled out this product to 6 markets including UK, India, Hong Kong and USA for our biggest client - a global financial institution. • Strengthen product capabilities, structure and processes to help Freeformers win clients within and outside of the UK• Develop blended learning experiences from initial conception to implementation using Design Thinking principles, helping clients truly embrace the digital economy across all levels of the organisation• Build scalability into learning content + Freeformers framework for mindset / behaviour / skillset transformation

Vancouver, Canada Area

TELUS is a leading national telecommunications company with over 40,000 employees and one of the top 10 most valuable brands in Canada with a brand value of $4.8 billion.Prove viability and scalability of Value Added Services to create new EBITDA levers for the business, reporting to Director of Consumer Marketing. Evangelised best practices in product onboarding and marketing strategy as thought leader for New Value Creation team.• Drove 15-20% attach rate of Cloud & Security product on High Speed Internet sales over 5-month pilot, far exceeding target rate of 5%• Defined marketing strategy for Connected Home pilot using human-centric design method, then used strategic brief to influence go-to-market plan for marketing communications, digital and sales channel teams

Vancouver, Canada Area

Drastically increased YoY sales, local relevance and quality perception results in target markets across Western Canada by owning integrated entry & expansion strategies end-to-end. Delivered the top 2 territories in positive net sales in H1 2015.• Improved network reliability perception by 5% points in top 2 boxes and by 10% points in bottom 2 boxes by launching the first multi-year provincial campaign in TELUS Mobility history; see featured project below for TV and Online spot• Increased gross sales by 46% YoY in pilot location for community-based marketing in Q3 2014, compared to 7% in the rest of province and -12% in the rest of Canada; end-to-end ownership from community engagement and fostering local dealer into brand ambassador, to planning and execution of multi-channel marketing strategy• Supported digital campaigns that returned the highest CTR-per-capita results among all TELUS wireless regions in Q3-Q4 2014, by persuading digital teams to try innovative and locally relevant tactics including SEO conquests• Delivered 5-year product roadmap for network expansions forecasting $22M EBITDA, then coached peers to develop similar business cases

Vancouver, Canada Area

Program fosters recent university grads into high-performers with strong leadership potential through rotations in various TELUS Consumer Solutions departments, including Product Marketing, Products & Services Development and Sales/Operation Channels.Marketing Associate, Mobility Solutions (Jun 2011 – Feb 2012): Paved the way to A-market strategy by delivering comprehensive analysis of Greater Vancouver market, and recommending steps towards true wireless-wireline integration to differentiate against intensifying competition. Project Prime, Products & Services Development (Nov 2010 – Apr 2011): Brought the wireless business in Manitoba province closer to profitability for sales channels by launching 4G HSPA+ network in Feb 2011, while achieving 98% of trouble tickets resolution at Tier 1.Marketing Associate, Voice & Internet Marketing (May – Nov 2010): Managed new long distance plan + Chinese TV package campaign through a call centre and direct response, while sharing valuable insights from frontline about challenges of selling home solutions with marketing team.

Vancouver & Mississauga

Optimised sales opportunities through end-to-end management of B2B targeted events, reporting to managers in Health, Telecommunications, Financial Services and Utilities.• Surpassed record attendance rates by project managing on-site ‘LearnIT’ days and customising webinar series for national enterprise clients• Maximized sales managers’ knowledge of company priorities, campaigns and career development opportunities as editor of weekly internal newsletter

Master Of Design - Mdes, Strategic Foresight And Innovation

Bachelor Of Business Administration (Bba), Marketing, International Business & Co-Operative Education, Cgpa: 4.10

Service Design (30-Hour Course)

Hands-on challenge involving individual and team work in response to client brief. Outcome is to design and present a service-based.

Short Course, Strategic Foresight

Activities and Societies: Completed course content on how to introduce horizon scanning, building scenarios and strategy development.

Short Course, Designing For Change

Short course on applying the tenets of Design Thinking and experimentation to enact organizational change, from small shifts to big.

Startux Training Workshop, Ux Design

Short course covering intro to UX, understanding users, UX Design, evaluating your system