• Advocating for customers by uncovering pain points, improvement opportunities, and future needs.• Proactively championing CX and product initiatives throughout the business.• Collaborating cross-functionally with teams, including commercial, product and UX to optimise customer journeys. • Run ad-hoc research to support prioritisation and delivery decisions. • Contributing to and/or facilitating a variety of internal CX workshops, including customer journey mapping and insights alignment sessions.• Defining KPIs for experiences and initiatives within the product function in alignment with business strategy and customer expectations.• Ensuring that the impact of CX and product initiatives are monitored and optimised.• Adapting to regulatory changes, collaborating with stakeholders for optimal delivery to tight deadlines.

• Maintained and optimised customer survey processes, allowing us to report on player satisfaction and NPS measurement at brand, market, product & customer journey levels.• Consistently generated actionable insight reports and delivered presentations to business teams. • Disseminated insights obtained from customer surveys into tangible data to aid business strategy and collaborating with UX design to integrate finding into the design process. • Aligned closely with our Analytics and UX Research teams to develop a holistic understanding of our customers using a variety of data sources to drive decision-making.• Partnered closely with product managers to refine product strategy and roadmap

• Conducted advanced data analysis from large datasets (quantitative), and report on this using data visualisation to tell powerful and compelling stories.• Analysed customer open feedback (qualitative) and other relevant data sources to identify trends, patterns, and improvement areas.• Translated data insights into actionable recommendations for enhancing the customer experience. • Utilised external sources, such as social media, to proactively identify opportunities for improving customer journeys and product enhancements.• Developed strategies and interventions to enhance customer-centricity within the company.

• Plan and conduct quantitative research to collect and analyse customer behaviour to help enhance customers' travel experience and business strategy.• Testing the usability of the new in-house program maker. • Collaborated with tour coordinators to develop tailor-made tour programs based on customer feedback, enhancing overall customer satisfaction and experience.• Enhanced social media efficiency through streamlined content creation and effective scheduling strategies for consistent communication

During my internship, I actively contributed to ongoing clinical research focused on post-traumatic stress disorder in breast cancer treatment.• Assisting in participant recruitment, screening, and scheduling.• Reviewing scientific literature, interview transcripts, and analysing data using the statistical software (SPSS).• Collaborating with the research team to collect data using qualitative and quantitative approaches; this included conducting interviews and administering psychometric assessments.