Experience

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  Trust Bank

  • Singapore

  • UX and Community Strategy Lead

    • Nov 2021 - Present
    • Singapore

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  GoBear

  • Product Manager - Engagement

    • Oct 2020 - Mar 2021

    Defined engagement and personalization strategy and roadmap with user/market research, data analytics and stakeholders collaboration.Launched A/B tests to improve features usage and user experience.Worked closely with performance marketing, SEO, data, design, research and engineering.

  • Head Of Research

    • Apr 2019 - Oct 2020

    Lead and drive product value through key user and market research activities and collaborative research execution with stakeholders.Facilitated product and UX stakeholder workshops for strategic or design outcomes.Aligned the strategy and vision of the Research team with key business objectives and with management. Managed and mentored the research team including project management, personal development of team members.Democratised research by providing educational content and training to designers and product managers so they can do simple usability testing themselves.Evolved practices for vendor relationships, recruiting participants, accessing research insights & recommendations.Played an active role in the change management to cross-functional agile product teams, being the chapter head for Research and double hatting as a product owner for 7 months.

  • UX Manager

    • Feb 2017 - Apr 2019

    Owned the User Experience Lab that provided continuous actionable feedback to the Design and Product teams.Conducted user interviews, usability testing, co-creation workshops and surveys, either through management of research agencies or in-house team.Reported and analyzed user insights for UX improvements across the product development cycle.Created the GoBear Design Den, a user community to participate in research studies.Built and mentored a user research team from 1 to 3 persons.Drove all initiatives relating to the Net Promoter Score from users.Shared UX knowledge and inspire the company to focus on users more.

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  Objective Experience

  • Singapore
  • Design Services
  • 1 - 100 Employee

  • Senior CX Research Consultant

    • Aug 2016 - Jan 2017

  • Customer Experience Consultant

    • Aug 2014 - Aug 2016

    • Planned and conduct user research, usability testing, eye tracking testing and shopper research for clients across a variety of domains in SEA and China.• Analysed qualitative and quantitative testing results, write and present reports to clients, including C-level executives.• Produced wireframe designs as actionable recommendations.• Trained industry and university researchers on Tobii eye trackers and mobile device stand usage.• Written and submit grant proposals for non-commercial research projects.• Recruited research participants.• Contributed to marketing efforts by designing and generating content for newsletters, blog posts, white papers, and social media feeds.

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  Nanyang Technological University

  • Singapore

  • Research Assistant

    • Jun 2011 - Jun 2014
    • Singapore

    • Gathered users’ and stakeholders’ requirements data for product development (of an information system and tablet application) through qualitative and quantitative research methods.• Analyzed data using qualitative coding and statistical techniques.• Wrote for journal and conference publications.• Wrote and managed grant proposals, budgets, study design and implementation.• Coordinated overseas field studies in India and London.• Conceptualized a socially constructed 3D virtual museum and digital library for the purposes of digital heritage preservation.• Assisted in collaborations with various local and international academic institutions and health organizations.• Designed, coded and implemented the research centre’s website.

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  Monash University

  • Clayton, Victoria, Australia

  • Casual Research Assistant

    • Nov 2010 - Dec 2010
    • Clayton, Victoria, Australia

    • Gathered systematic information about human behaviour in emergent technologies and trained in statistics and research methods.• Conducted quantitative experimental design research in applied psychology (gambling behaviour) and human factors.