Alfone Chen

Experience

• 

  Ministry of Education, Singapore (MOE)

  Jan 2015 - Aug 2015

  Research Assistant

  * Analyzing quantitative and qualitative data and Focus Group Discussion* Collating and producing data in preparation for preliminary reports findings* Sourcing literature support for reviewing of curriculum and training contents * Point of contact in communication and administrative support with educational and industry partners* Organizing field trips between industrial HR representatives and educational bodies to foster continual partnerships

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  ML Research Consultants

  Aug 2015 - Sept 2016

  Research Executive

  * Handling client projects and involved in all stages of research project management life cycle* Involved in designing project proposal and cost quotation* Analyzing research results using statistical software and present report findings to senior management and board of directors* Conducting market research for business and government organization in evaluating the effectiveness of their current practices* Performing in-depth interview and focus group discussions with industry professionals* Managing client’s and stakeholders’ interest in delivering quality feedback and performance Show less

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  AIA Singapore

  Jan 2017 - Aug 2023

  • Project manager for AIA SG's inaugural Real-time Customer Survey (RCS) program to institutionalize closed-loop customer feedback. Outcome: Derive breakpoint analysis via operational and customer satisfaction data and co-create action plans for ongoing service blueprint refinement. Incorporate customer feedback data for predictive modelling to identify and co-create action plans for "at-risk customers" and "next-best customer needs".• Workstream Lead to drive SG Customer Experience (CX) Governance - Inculcate step-change in operationalizing CX (through the use of Journey Mapping, RCS and annual benchmarking survey) and operational efficiency (Reviewing SLA, digital and automation transformation). Tangible business outcome tracked: Lowering Operation Cost, Improving CX metrics (Customer Satisfaction and Net Promoter Score) and Increasing Repeated Purchases and Retention.• Customer Centricity Steering Committee Coordinator (Since 2019) – Conduct bi-monthly steer-co with ExCos to review CX performance and initiatives. Forum objective: Pool together business units to seek for executive advice and decision on CX topics. Show less • Won AIA SG Team of the Year award through the use of customer journey design to develop Non-Face-to-Face Sales module during Covid-19 lockdown. Outcome: Ensure business continuity by resuming distributor's activities and the adoption of digital mediums.• Designed the adoption strategy for MyInfo usage (Digital personal data platform for Singaporeans and PR). Outcome: Increased TAT and STP and improving customer's policy application experience• Appointed as SG CX Workstream Lead to localise Group's Leading Customer Experience standard blueprint. Designed future state journeys (Learn, Buy, Service, Claims) and presented progress of action plan and metrics performance in local Steer-co and in monthly Group governance meeting.• Slide-master for Chief Customer and Marketing Officer on new product launches, agency conference events and Group summit meetings (2018 to 2020) Show less • Synthesized Voice of Customer (VOC) and Voice of Agent (VOA) insights to influence and co-design compelling customer proposition and products for our key customer segments: Young Family and High Net Worth (PE/TBO). Achieved YoY revenue targets tied to key customer segments.• Developed VOC Program and Customer Segmentation Playbook to embed customer insights into product development and influencing marketing strategy mix.• Won Vision Critical Visionary Transformation Award in 2019 for new Customer Community.• Won Silver in Marketing Magazine's Marketing Excellence Award in 2019 - Excellence in Consumer Insights/Market Research for AIA Centennial Personal Accident Product. Show less

  • Lead Consultant

    Mar 2022 - Aug 2023

  • Deputy Manager

    Mar 2020 - Mar 2022

  • Assistant Manager

    Jan 2018 - Mar 2020

  • Research Executive

    Jan 2017 - Jan 2018
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  Bain & Company

  Aug 2023 - now

  Client Engagement Manager

  • Managed the strategic relationships with Fortune Southeast Asia 500 companies through NPS Prism• Drove action-oriented CX change and improvements by collaborating with case partners to create and deliver customer experience (CX) solutions• Support sales strategy and commercialisation efforts for prioritised clients and prospects