Ho Chi Minh City Metropolitan Area
Highly Effective Employee - 5/5 ⭐️ in 2025 Annual Performance Review, accomplished in just 19 months. Digital Product Expert with 6+ years in financial services, specializing in lending and consumer digital products.Track record of owning full product lifecycles from user research and discovery through cross-functional delivery and post-launch optimization — across both product and platform layers. Comfortable navigating heavily regulated environments (eKYC, AML, credit risk) while moving fast. Proven ability to drive measurable outcomes: 40% reduction in loan application drop-off, 9000 new credit cards in first month of launch, 30% TAT improvement on disbursement. Currently transitioning into a role with expanded ownership scope and greenfield product challenges.
Led Multiple Offer for Flexi Money (Personal Loan) & Credit Card Companion — 4 product lines, complex deduplication logic: ◦ Authored comprehensive Product Requirement Document (as Lending Product Owner), designed offer eligibility and deduplication logic ◦ Led delivery across 8 IT systems (Front apps, Core, Satellite) - initiated Technical Change Requirements and worked with each system's IT BA to finalize system-level specs ◦ Coordinated Product, Risk, IT, and Legal across full delivery cycle ◦ Achieved 9,000 incremental new Credit Cards within first month; 25% activation rate; Personal Loan ticket size up 30% for Digitally Self-Service Customer
PRODUCT OWNERSHIP AND DELIVERY Led Withdraw Cash via Ubank CASA — extended disbursement channel for Credit Card: ◦ Defined operational and product model; coordinated cross-company setup between FE Credit and VPBank/Ubank ◦ Reduced disbursement TAT by 30%; saved 2.7 billion VND in annual on-behalf fees -- DISCOVERY AND USER RESEARCH Led customer onboarding improvement program end-to-end: ◦ Drove drop-off analysis initiative: partnered with data analytics team to identify friction points across loan application flow — defined corrective actions across Product, CX, and Risk — reduced completion time by 40% ◦ Represented Digital Banking in company-wide CX program: applied continuous discovery frameworks, conducted stakeholder discovery, developed strategic roadmap --- STAKEHOLDER MANAGEMENT ◦ Acting Divisional Program Manager during 2 consecutive line manager vacancies: ◦ Facilitated division-level 5-year strategic planning: synthesized cross-team inputs, coordinated financial model review, produced executive documentation ◦ Compliance & Anti-fraud Ambassador — strong knowledge of eKYC, AML, and digital onboarding regulatory requirements
During this stage, I built up foundation in Marketing and Customer Experience. Also, developed execution excellence skillsets, including Project Management, Communication and Business Understanding. > Life Insurance Customers' Digital Segmentation and Behavior to Build a 2022 CRM Marketing Plan > Bancassurance Customer Journey Mapping > Monitored Voice of Customer and Social Listening results and carried out corrective actions.
Marketing Strategy Partner: > Assisted Chief Strategy and Head of Customer Experience to form Prudential Customer Strategy, in which I was fully in charge of the Analysis of Prudential Customer Segmentation. Bancassurance Sales Channel Strategy Partner > Assisted Chief Partnership Distribution to form 2023-25 Banca Strategy by facilitating Banca Strategy Workshop and analyzing Vietnam Banking and Banca's competitive landscape. Acquired understanding of (i) Financial metrics (ii) retail banks' source of growth and (iii) Banca sales strategy
- Managed social media channels of the brand and initiated to create events for special occasions. - Tracked the weekly sales and coordinated with store managers to come up with suitable solutions.