Experience

• 

  Umw toyota motor sdn bhd

  Jul 2003 - Jun 2011

  Application engineer (java & crystal reports)
• 

  Grc partners asia

  Jul 2011 - Sept 2014

  • Head of Service Delivery

    Jan 2013 - Sept 2014

  • Project Manager

    Jul 2011 - Dec 2012
• 

  Rhb banking group

  Oct 2014 - Aug 2023

  • Vice President, CX Culture, Group Customer Experience

    Mar 2019 - Aug 2023

  • Assistant Vice President, Group Customer Experience Channel Management

    Feb 2017 - Feb 2019

  • Assistant Vice President, Group Strategy and Transformation

    Oct 2014 - Jan 2017
• 

  Hong leong assurance berhad

  Aug 2023 - now

  Head of customer strategy and transformation

  My primary responsibilities are to:- Create a customer-centric culture across all departments in Hong Leong Assurance by constantly driving awareness of every department's role in the CX chain- Create metrics, reports and dashboards to keep customer experience at top of mind of all staff- Form and lead the CX Council as governance over all customer experience related initiatives and metrics.- Promote synergy across silo departments by bringing them together and realigning them towards CX goals- Craft 1 to 3 year CX strategies that align with our branding and service goals- Create communication and engagement frameworks to create a change management foundation for employees, agents and customers alike- Lead CX related system enhancement initiatives and survey system implementation to provide the necessary tools for customer facing teams and channels to deliver improved service Show less