Wang Joyce Email & Phone Number

Shanghai

1) Liaised between Wealth Management Units, Sales and Distribution Departments, and Operations and Marketing Departments to assess customer satisfaction with Wealth Management products, services and value propositions;2) Coordinated cross-functional Customer Experience focus groups to identify key end-to-end customer satisfaction levels concerning procedures including Account Openings, Product Subscriptions/Redemptions, and Portfolio Review and synchronized the flow of information between branches, phone service reps, Relations Managers and online banking service providers;3) Diagnosed target customers' dissatisfaction points, unanticipated moments and service inadequacies in procedures via expert interviews, workshops and focus group discussions.4) Planned and designed questionnaires to evaluate target customers' brand loyalty and satisfaction with bank services and solicited the customer feedback on key business procedures, contact channels and functions/features;5) Monitored effective delivery of customer surveys via call centers, online banking channels and branch service staff;6) Collated customer feedback data and integrated feedback with customer transactional and behavioral data to further analyze and understand customer satisfaction levels to improve customer experience;7) Conducted research on macro market environments, the banking industry and competitors to identify the areas of dissatisfaction to better determine which solutions work with key products, services and branding;8) Provided in-depth customer feedback analysis and clear improvement suggestions for relevant project teams, and developed action plans to improve customer satisfaction and loyalty;9) Provided continuous ad-hoc customer experience analysis integrated with industry research to management for better customer management strategies for wealth management, credit card products and services and digital banking services sectors.

Shanghai

1) Assessed and identified customer customers' dissatisfaction points, unanticipated business developments and service inadequacies in procedures using expert interviews, workshops and focus group discussions and gathered data from physical branches, Relations Managers and mobile devices, combined with product subscriptions, value-added services, and product redemptions;2) Designed and carried out customer satisfaction survey framework and questionnaire for Ping An Trust to get a comprehensive understanding of existing target customers' experiences in product holdings, services and value propositions;3) Planned market research of competitors, including research purpose, framework and questionnaires to gain a better insight into the changes in the wealth management market and the needs of high-net-worth customers, and conducted a SWOT analysis of products, services and branding to provide accurate data analysis for decision makers to develop customer management strategies;4) Collected and analyzed customer feedback with customer transactional information, and compared the advantages and disadvantages in key business areas to provide clear and optimal recommendations for plans of action;5) Followed up with the implementation plans of action using detailed strategic solutions to ensure a smooth completion of projects making sure projects were completed on schedule while continually evaluating the projects' impact on business;6) Established a Customer Experience Index for Ping An Trust, which focused on monitoring and analyzing the index performance to identify critical factors that impact high-net-worth customers' experience and provided bank staff with valuable information that led to product and service improvements.

Shanghai

1. Predicted and analyzed the accounts receivable and bad debt rates of credit card customers in retail banking in Asia Pacific region, and analyzing the provision rates and other key indicators to provide analytical evidence for front line customer acquisition strategy improvement and customer risk management decisions;2. Ran monthly LookAhead software to build loss forecasting models that predicted loan impairment charges and established provisions in the Asia Pacific region for consumer credit products and reported to management unusual performances of key drivers in a timely fashion;3. Wrote Loss Forecasting model validation reports and revamped existing key model metrics, and improved the accuracy and visibility of model performance monitoring;4. Monitored the Score Card model performance of credit card customers in Asia Pacific region and analyzed key drivers for customers risk profile management based on customer behavioral data including credit bureau information and credit default records;5. Completed more than 10 Score Card monitoring reports on different customer segments via SAS software to evaluate customers' credit risks.

Shanghai

1.Assist the sales manager to prepare for project bidding, draft technical agreements, sales contracts and other documents.2.Follow the project members to analyze market dynamics, potential competitors, and make relevant strategic analysis.

Master Of Management, Business,Management,Marketing

Master'S Degree, International Trade, Remarkable(National Scholarship）

Bachelor'S Degree, Education