CX Research Lead | Digital Transformation

• Oct 2021 - Present

Customer Experience Officer | Digital Transformation

• Feb 2020 - Oct 2021

Digital Director | Product Management

• Apr 2019 - Feb 2020

360Pixels is a User Experience Design studio based in Singapore We offer Design thinking-based and technology-driven services in digital product innovation, customer experience, and digital transformation. User Experience Design Project Management Creative Direction UX Research & Usability Testing 360Pixels is a User Experience Design studio based in Singapore We offer Design thinking-based and technology-driven services in digital product innovation, customer experience, and digital transformation. User Experience Design Project Management Creative Direction UX Research & Usability Testing

Portal Manager | Institutional Branding Management and Digital

• Jan 2018 - Apr 2019

Manages the design and experience strategy for the online and mobile presence of the Unibank. In-charge of the creative and innovation of the digital design, content across various digital screens and devices. User Experience Design – Maintain and drive industry-leading, best-in-class practices for the user interface (UI) and user experience (UX) design of BPI’s digital channels on web and mobile. Design Governance & Standards – Provide guidance and governance in web and mobile design projects of BPI, making sure it is aligned with brand standards and best practices in digital design and experience, including information architecture, layout, and navigation. Agency Management – Manage the relationships and work closely with digital creatives and programmers from partner agencies for clear communication and coordination and to ensure that the website and mobile website design, content, style, and layout are aligned and consistent. Content Strategy - Collaborate with the Communications and Training team and develop and implement an integrated content strategy for BPI’s web and mobile presence, ensuring it is aligned with paid and social media digital initiatives. Content Management - Learn and effectively use the content management system of BPI’s web and mobile channels to manage and publish content, analyze website traffic and user engagement metrics, and performance of campaigns that drive users to our online properties. Capability Building - Staying up-to-date with new technology and developments and recommend new ideas to upgrade and utilize the online and mobile properties Show less

Lead Product Researcher/Designer | Product Management

• Mar 2017 - Dec 2017

- Conduct stakeholder interviews to get business inputs into projects - Formulate test scripts including task case scenarios which are used as a guide in usability testing - Conduct user research focused on understanding user needs and motivation through observation techniques, task analysis and other feedback methodologies - Conduct usability tests to evaluate a product by testing it on actual users which give direct input on how the real users use the system - Create personas to model, summarize and communicate research which are synthesized from observations of many people - Produce interactive prototypes for usability testing - Manage over-all logistics of usability test (timeline, cost, coordination with third party agencies) - Assess, analyze and deliver research results - Make user journey maps to demonstrate the way users interact with services, products, websites and Apps - Create task flows to determine the interaction of users to services, products, websites and Apps - Formulate and collaborate information architecture which focuses on organizing, structuring and labeling content in an effective way - Manage and coordinate timeline of projects to ensure on-time deliverable Show less

Lead UX Researcher/Designer | Customer Experience Design

• Jul 2013 - Mar 2017

UX Researcher - Conduct stakeholder interviews to get business inputs into projects - Formulate test scripts including task case scenarios which are used as a guide in usability testing - Conduct user research focused on understanding user needs and motivation through observation techniques, task analysis and other feedback methodologies - Conduct usability tests to evaluate a product by testing it on actual users which gives direct input on how the real users use the system - Create personas to model, summarize and communicate research which are synthesized from observations of many people - Produce interactive prototypes for usability testing - Manage over-all logistics of usability test (timeline, cost, coordination with third party agencies) - Assess, analyze and deliver research results UX Designer - Conduct stakeholder interviews to get business inputs into projects - Make user journey maps to demonstrate the way users interact with services, products, websites and Apps - Create task flows to determine the interaction of users to services, products, websites and Apps - Formulate and collaborate information architecture which focuses on organizing, structuring and labelling content in an effective way - Produce high fidelity wireframes and engaging UI designs which are presented to stakeholders - Manage and coordinate timeline of projects to ensure on-time deliverable Show less

Design Supervisor | Search Engine Marketing

• Oct 2004 - Jun 2013

Product Development - Collaborated with Product Managers on how to deliver effective UX for major websites - Produce high fidelity wireframes and engaging UI designs - Converted web/UI designs into hypertext markup language (HTML/CSS/JQuery) - Managed team, communicated information, helped ensure projects are on time, tracked work progress and constantly learned about design trends Affiliate Marketing - Created banner advertisements and E-mail templates for campaign - Managed (design, code, optimize images) mini sites of brands - Managed team, communicated information, helped ensure projects are on time, tracked work progress and constantly learned about design trends Show less