Malaysia
I am a Business Analyst focused on driving digital and customer transformation within financial services. I specialise in turning complex business and customer challenges into clear, deliverable solutions across Agile teams. My work sits at the intersection of business needs, technology delivery, and customer experience, ensuring change is both practical and impactful. I am particularly interested in improving digital journeys, simplifying processes, and using data and insight to drive better customer outcomes and operational efficiency. I enjoy working with stakeholders across different levels to align priorities, shape solutions, and support meaningful, measurable change.
Joined Nationwide as a Graduate after being selected within the top 1% of my cohort, progressing into Business Analyst roles across four strategic programmes delivering business, technology, and regulatory change. During my time at Nationwide, I have partnered with senior stakeholders, product teams, and operational teams to translate business needs into scalable solutions that improve customer experiences, operational efficiency, and regulatory outcomes. Key achievements include: • Delivered enhancements to the Mortgage Switcher product, improving digital servicing capability, reducing inbound telephony demand, and preventing an estimated £58k in annual complaint-related costs. • Led structured requirements gathering and stakeholder engagement, developing and gaining approval for 10 user stories that shaped product enhancements and modernised experiences for 50,000 monthly customer interactions. • Managed Agile delivery activities including sprint planning, workshops, and accessibility-focused UAT, supporting WCAG compliance across 90% of digital mortgage transactions and improving usability for customers with accessibility needs. • Conducted data-driven analysis of customer behaviour across arrears and overpayment journeys, identifying process improvements and opportunities to enhance proactive support for 2,639 customers over a six-month period. Passionate about using data, technology, and customer insight to deliver meaningful change and create simpler, more accessible experiences.
• Supported Human Resources Business Partner in daily Human Resources operations such as resolving daily queries by acting as first point of contact; • Assisted in planning and implementing HR procedures and policy changes; • Responsible for recruitment process: review resumes, reference check on applicants, candidate management, interview scheduling, explain personality test, send interview results and onboarding email and conduct induction; • Internal communication: writing internal letters and memorandum; • Developed a spreadsheet system with Microsoft Excel detailing different claims by all employees resulting in accurate record tracking, enhanced team efficiency and minimised claims abuse; and to maintain current, accurate and compliant documentation such as medical leave and study leave; • Managed office inventory by restocking supplies to maintain adequate stock levels;
• Managed a 13-member cross-functional team and coordinated with 12 student officers towards the successful launch and sustainability of the conference; • Hosted interactive sessions with three non-governmental organisations – to discuss the role of youths in issues that are plaguing the Malaysian society;
• Responsible for promotional and marketing materials alongside communication including writing invitations to schools and guest speakers, corporate sponsorship - secured over 150 delegates from across Southeast Asia for the conference; • Handled all matters regarding registration, including enquiry e-mails; • Ensured all meetings are effectively organised and minute;