Nancy Vu Email & Phone Number

Led and managed a team of 30+ professionals in challenging circumstances to transform marketing capabilities, marketing performance, operations and team culture. Drove acquisition, retention and lifetime value generation through digital-first strategies aligned to business targets, within budget ($10m discretionary, $10m OPEX, various CAPEX). Key achievements:- AMP Marketing function transformation to remove inefficiency and improve capability and speed to market, delivering $6m cost efficiencies YoY and secured a 25% increase in productivity with 30% fewer resources by optimising internal processes and transitioning to Agile ways of working.- Achieved 78% (44 to 77) improvement in employee satisfaction score in 12 months through meaningful cultural change signified by personal commitment and establishment and leadership of dedicated direct reports.

Sydney, Australia

Business Lead for customer experience and communications of divestment of AMP Life and AMP Master Trust simplification, which was the group’s largest transformation program for 2020 & 2021 and Australia’s largest successor fund transfer at the time. Through data and insights, ideated and designed future-state AMP super product and developed and led the execution of a strategic plan to transition customers to desired end-state.Key achievements:- Successfully led a cross-functional, multi-skilled project team (20+) to manage the customer experience for 1.5m super and insurance members, 45k employers and 9k advisers as part of Australia’s largest SFT. Implemented strategies resulted in high levels of customer retention and fewer than expected customer complaints.- Future state ideation and design of AMP Superannuation and insurance in super products.

Sydney, Australia

Developed and supported the implementation of marketing strategies and product innovation, to drive customer acquisition, retention, lifetime value generation and improve customer engagement and sentiment. Used data, analytics and insights to develop a deep understanding of customer needs and drivers, to identify new opportunities and ways of targeting customers.Key achievements:- End-to-end strategy, design and build of the customer acquisition and onboarding experience for AMP super.- Development and execution of AMP’s customer lifetime management strategy.

Management of AMP’s Corporate Superannuation products, through planning and execution across the product lifecycle including documenting product strategy and processes for new open-ended products that consider legal, risk, operational and regulatory requirements.

Management of structured investment products, through planning and execution across the product lifecycle including accurate reporting of profitability and P&L drivers.

Administrative management of structured products to ensure compliance, drive business efficiencies and customer satisfaction.

Bachelor Of Mathematics And Finance, Bachelor Of Mathematics & Finance, First Class Honours

Education record