• Launched KPMG Digital Village in Taiwan, formulated the vision statement, and designed the website navigation journey to strengthen the digital brand image of KPMG.• Led Customer Experience & Innovation service with a team of 8 people. Developed growth strategy and responsible for business development, project delivery quality control, and team mentorship.• Developed digital strategies for a global automotive client and advised the largest mobility service provider on its next generation mobility App development in Taiwan.• Built a group-level User Experience Guideline for one of the largest financial holding group and incubated employees from 7 entities with design thinking program in order to implant a customer-centric culture.• Designed 20+ customer related processes for an upcoming internet-only bank in Taiwan for its core banking system implementation.

• Directed the CX team to enhance the omnichannel experience with overarching customer strategy for financial industry, including banks, insurance companies, and fund houses.• Performed customer profiling through ethnographic approach to collect persona insights and conducted customer journey mapping to identify customer behaviors, pain points, and expectations.• Crafted the future customer journeys through design thinking method and facilitated 20+ ideation workshops to identify a range of people, process, and digitally enabled transformation options.• Managed an intelligent automation project to implement robotic process automation (RPA) for Cathay United Bank and collaborated with Cathay Century Insurance to launch the flight-delay insurance blockchain.

Implementation Project Manager, Global Digitization Task Force• Coordinated and executed the 1st country lending platform rollout with 500+ credit requests initiated and total loan booking of US$3.7 billion in 2016.• Analyzed system defects, consolidated user feedbacks, and presented enhancement ideas to develop the next generation lending platform. As a result, Taiwan contributed more than 80% of enhancements.• Participated in a one-month cross-functional working group in the U.S. to test and optimize the lending platform. Reduced E2E turnaround time on credit review by 38% after system rollout.• Selected by Citigroup Global Digitization Head to ease implementation challenges through experience sharing with HK management team and 200+ people from business, risk, and operation.Credit & Portfolio Analyst:• Pioneered the 1st credit review pipeline management tool, which boosted business efficiency, optimized case allocation, and saved US$100k in software cost. Prototype sent to the global team for development.• Automated financial spreads by converting TEJ data into Citi accounts, saved 500 hours of manual key-in.• Accelerated monthly reporting process time from a week to an hour for the management team, including portfolio review, balanced scorecard, and workforce productivity metrics.• Launched facility letter generator, reduced input error, and improved efficiency by two fold. Collaborated with business, risk, compliance, legal, and operation to standardize letter content to meet the regulatory requirement.• Performed comprehensive credit analysis to SMEs through industry analysis, financial analysis, capital structure analysis, and repayment ability analysis.

• Rotated through Retail Banking, Commercial Banking, Marketing, Sales & Distribution, CitiPhone Banking, and Insurance. Received top performance evaluation (5.2/6.0) among 20+ senior managers.• Introduced the first integrative Performance Dashboard, a centralized platform which enables our 300+ agents to track their performance visually at CitiPhone Banking.• Designed and launched a faster Shift Swapping System, which reduced the swapping cycle by 45% from 2.7 days to 1.5 days and improved post-process efficiency at CitiPhone Banking.• Developed sales training program to boost sales efficiency on mailing accuracy at Personal Loan Division, saved mailing cost of NT$1 million annually.• Mitigated regulatory violation by analyzed sales script defect, proposed actions to reduce defect rate, and designed a friendly UI to boost call-monitoring efficiency with better sampling method at Insurance Division.• Evaluated customer loyalty to Citi by analyzed NPS database, isolated weaknesses, and suggested action plans.

• Acquired practical skills on store management, including leadership, inventory control, fitting-room management, cash counter management, scheduling optimization.• Led 20-person team, arranged daily work schedule to optimize resources, and performed store check to ensure the highest standard.• Managed the in-store product placement by analyzing inventory, sales velocity, and space utilization to achieve sales target.