Stan Lee Email & Phone Number

Customer Experience Management:- Lead the survey team and fieldworkers for regular service tracking surveys and operational research- Conduct end-to-end customer journey mapping and passenger focus groups to reveal passenger pain points in the terminal- Foster customer service culture through design thinking workshops with stakeholders, airport employee surveys and training, insights sharings, etc.- Research service best practices from benchmarking different airports and industries- Support HKIA to achieve ACI’s Airport Customer Experience Accreditation as a customer-centric airportNew HKIA VIP Lounge service (https://www.hkiavip.com/en/index.php):- Manage end-to-end from project establishment to commencement of HKIA VIP Lounge service in 2022- Formulate operation model, product package, pricing, P&L simulation, marketing and distribution plans- Consolidate stakeholders requirement into the lounge facility design and equipment procurement- Develop service flow, operation manual, staff training and service report- Design customer touchpoints and communications such as service website, booking and payment system, service T&C, privacy policy, etc.- Liaise with external stakeholders such as government bodies, architects, builders, business partners and contractors- Coordinate internal stakeholders in various expertise such as Engineering, IT, Legal, Procurement, Finance, Retail, Security and OperationsFinancial Monitoring:- Departmental OPEX and Revenue monitor and annual budget planning of Terminal Department

Hong Kong

- Oversee HK Departing Visitor Survey and Tourism Event Survey projects of HKTB- Gauge visitor profile, itineraries, activities, spending and satisfaction which serve as KPI of HK tourism- Liaise with HKTB internal teams and external parties like government, tourism organizations and survey vendors- Share latest tourist trends and insights for management planning- Supervise junior teammates on project execution and data analysis

Hong Kong

- Focus on analyzing B2B mobile sales data to formulate strategic service package and identifying profitable corporate customers- Prepare sales performance tracking reports- Prepare customer profile analysis - Conduct event ROI analysis and exit-survey of customers- Share and present the analysis results to top management team

Hong Kong

- Specialize in banking, insurance and financial industry related customer experience research- Experience in FMCG, retail and shopper studies- Customer experience, service compliance, usage and awareness studies, advertising, branding and PR surveys and mystery shopping in local and multi-national scale

Hong Kong

- Data validation and cleaning- Tabulation of research data according to research specification from internal clients- Statistical analysis using SPSS

Conduct online patent research and revise SAP project user manual