Jacqueline Yeo Email & Phone Number

-Build surveys and dashboards to measure the customer experience within retail banking-Drive initiatives with insights gained from customers to deliver tangible business outcomes and improve customer experience i.e. Improving straight-through processes of an investment product application by 40%

Singapore

-Focused on customer experience research, running quantitative studies (including NPS surveys) and qualitative research to uncover insights that would improve customer satisfaction-Ran research studies for consumer product development -Ran research studies to determine the ideal channel distribution for the bank’s consumers -Ran research studies to profile and segment banking customers to better understand their needs

22 Malacca Street, Singapore

• Lead quantitative and qualitative projects from set-up, implementation, project management, analysis and reporting• Moderate single/ paired IDIs, home ethnographic interviews, focus groups in Singapore and Malaysia• Analyse quantitative data using Q software and SPSS• Select and manage fieldwork vendors in Asia throughout the fieldwork process• Develop and write qualitative discussion guides and quantitative survey questionnaires• Implement customer satisfaction measurements, track performance KPIs, craft brand/ consumer segmentation, conjoint analysis• Analyse data gathered and distill insights relevant to stakeholders • Pitch for new clients and briefs• Present insight findings to internal client stakeholders and international teams Accomplishments:• Led over 20 research projects commissioned by companies such as, Bloomberg, Dow Jones, Shiseido, Saatchi & Saatchi, Bosch, Changi Airport Group, HSBC, Singapore Tourism Board, Visa• Main support in over 40 projects research projects commissioned by companies such as, Google, Microsoft, Aviva, Singtel, AFC, and many more• Heading the social committee to organise company-wide team-bonding eventsand activities

Singapore

• Conduct quarterly competitive analysis presentations to support sales and boost profits• Analyse and collate data on market and consumer insights to help management and editorial with business planning and development• Assist quantitative and qualitative research projects for clients and internal departments• Effectively communicate findings through blogs on SPH Magazine’s websiteAccomplishments:• Led readership survey studies for two main magazine titles, gaining vital businessinsights implemented in the titles’ revamp• Assisted in the data collection and analysis review of Safra’s NSMen focus group• Contributed the top viewed blog of 2012 for SPH Magazine’s corporate website

Singapore

• Write feature stories on local personalities, food, events, lifestyle stories for HerWorld Plus• Interview local artists for stories and profiles

Singapore

• Responsible for the proper collection of data for several studies including the facilitation of participants in controlled environments• Handled participant payment details and fees

Singapore

• Demonstrated exceptional interpersonal skills when communicating withstudents• Generated reports on the statistical data regarding the progress of the HighBlood Pressure initiative