Michelle Yuen Email & Phone Number

Canada

Canada

Champion the global Voice of Guest (VoG) program, setting strategic direction, managing program budget, and leading a team of Program Managers and Analysts to support the business with defining, measuring, and meeting our guest experience goals.

Expanded the VoG program beyond North America, into EMEA and APAC growth markets, guiding stakeholders on the prioritization of opportunities to achieve our guest experience and organizational goals.

Vancouver, Canada Area

Responsible for mentoring a team of analysts, setting strategic direction, prioritizing and removing roadblocks, and ensuring that we are adding value to our customers, stakeholders, and the organization. My overarching goal in this role was to help Best Buy deliver world class experiences and grow brand love by listening to our customers and non-customers.

Vancouver, Canada Area

Responsible for leading a team of analysts to bring Customer Experience to the forefront of every decision Best Buy makes.Our domain included: Planning and Strategy of Customer Experience (NPS) measurement, Stakeholder Education, Program Operations, Partner Management, Project Management, and Reporting & Insights.

Vancouver, Canada Area

This role presented me with the opportunity to work with all areas of the business to drive culture change and to make improvements for customers and front lines as the organization underwent significant shifts during the Future Shop and Best Buy consolidation.I partnered with cross-functional stakeholders to create a vision and roadmap to secure Executive sponsorship for Best Buy’s CX program, which led the CX metric to become a Best Buy banner goal.

Vancouver, Canada Area

Recipient of the 2012 Brad Anderson Legacy Stock Award – awarded annually to 1% of the entire Enterprise population, recognizing employees who have made extraordinary contributions to the business while living the company’s values.Created and managed Best Buy Canada's first Online Insights Community, with this program subsequently being adopted by Best Buy US. Socialized this new program by raising awareness and educating internal stakeholders on how they can leverage the power of consumer insights to make more effective business decisions. Managed ongoing research on the Community from understanding the business objectives, designing the research methodologies, to reporting and delivering insights and actionable recommendations to stakeholders.

Vancouver, Canada Area

Supported Fortune 500 brands in building authentic relationships with their customers by setting up and managing their Online Insights Communities.Designed and managed research ranging from concept development, product testing, customer satisfaction to brand and advertising testing. Identified opportunities to grow and develop key accounts, holding budget responsibilities to ensure all accounts are kept profitable.

Hong Kong

High performer, earning three promotions from Research Executive to Senior Research Manager in less than 5 years with the organization.Developed and managed two key business accounts in the FMCG and Financial sectors, taking on financial responsibilities to achieve the annual revenue budget and profit margin set for the team and company. Mentored and managed junior team members.Responsible for research ranging from brand health tracking, mystery shopping, usage and attitudinal studies, advertising testing, concept testing, and new product development.