Ho Chi Minh City, Vietnam
Financial Services Product Professional with a proven track record in digital transformation, customer experience optimization and product innovation. Expertise in Design Thinking and Agile methodologies, with a passion for crafting seamless onboarding journeys and service experiences to drive lifetime customer value. Demonstrated success in exceeding revenue and profit targets across Home Loans, Multi-Currency Prepaid Cards, Foreign Exchange, Bancassurance and Payroll Services.
• Building a home loan origination platform that will provide customers with unconditional approval of home loan applications within one hour.
• Led digital transformation initiatives to enhance onboarding and servicing journeys for retail and business customers. • Launched Vikki Digital Bank, acquiring 150,000+ users in six months by integrating banking, insurance, travel, and e-commerce services. • Designed and implemented an AI-powered eKYC online account opening journey for SME customers. • Developed a new digital payroll onboarding journey, reducing onboarding time by 70%, increasing product penetration by 200%, and doubling the total number of payroll customers within a year.
• Defined and executed the AU & NZ product roadmap to align with 2025 strategic growth objectives. • Acted as Product Owner for key digital initiatives using Agile methodologies. • Launched an Offset Account, a feature considered essential by 50% of potential customers. • Delivered an enhanced internet banking platform with real-time redraw transfers via Australia’s New Payment Platform. • Designed and initiated the build of SMSF Residential Home Loan.
• Led the Lending Tribe, overseeing six Agile Squads developing end-to-end digital lending solutions. • Launched the first iteration of a property marketing and online home loan platform in a joint venture between Techcombank and One Mount Group. (Role concluded early due to a family medical emergency.)
• Defined product, pricing, and policy strategies to expand UBank’s home loan portfolio. • Led digital transformation efforts to enhance customer experience. • Rebuilt and re-established the Product team as trusted experts within NAB Group. • Achieved 7x system growth in the home loan portfolio. • Launched automated credit decisioning and AI-powered digital assistant Mia, reducing time-to-approval to same-day unconditional approval.