Singapore
· Established the first product vision and roadmap · Drove end-to-end delivery of GenAI-powered features (smart vehicle search, stock insights), reducing manual sales effort and surfacing sales opportunities across 20K vehicle listings monthly. · Redesigned vehicle database UI and customer journeys, improving sales team access to key vehicle data and reducing average lookup time by 20%.
· Owned product roadmap and delivery for a B2B travel booking platform ($250M annual revenue), Salesforce CRM (20,000+ accounts), and enterprise data warehouse with cross-system integrations across 10 systems. · Spearheaded major global product cutover ($2M budget), coordinating cross-functional teams, reducing migration downtime by 50% and ensure smooth transition. · Delivered GenAI-powered contract generation tool, reducing turnaround time by 50% and improving sales efficiency. · Leveraged data analytics and user insights to optimise product enhancements and go-to-market execution, increasing customer satisfaction by 10% and user adoption by 20%. · Managed and coached 3 product associates to align delivery with business priorities.
· Led scrum teams and backlog prioritisation of user stories, driving 40% revenue increase and 70% reduction in service handling time. · Drove training and change management for 200+ sales executives across 80 markets, increasing adoption by 25%. · Developed KPI dashboards and reporting tools, improving visibility for product performance and reducing manual reporting effort.
• Product Benchmarking: Conducted competitor analysis and benchmarking of travel and rewards platform to inform product roadmap. • Market Research: Led qualitative focus groups and quantitative market research to understand user needs and inform product strategy, resulting in 18k cost savings. • Customer Journey Mapping: Analysed customer journeys and insights using behavioural science and psychology to inform product enhancements that would maximise customer satisfaction. • Fieldwork Engagement: Engaged customers during branch banking and risk management rotations to conduct fieldwork and glean insights on customer pain points. • Vendor Liaison: Liaised with vendors on research requirements, feature prioritisation, and bug fixes. • Innovation: Winning team for Project Innovation Toolkit Competition for devising a digital lifestyle app to increase customer stickiness.
Corporate Communications and Relations Division, Quality Service • Managed development of AskJamie chatbot