Mengcai Liu

Experience

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  Hewlett Packard Enterprise

  Mar 2014 - Dec 2014

  Customer Technical Support Engineer

  • Achieved a 100% customer satisfaction rating by diagnosing and troubleshooting technical issues for HP users, effectively communicating with customers, and resolving approximately 30 requests per day.• Configured servers and replicated technical issues in a lab environment with the internal team, while training with a senior system engineer to enhance technical skills and processes.• Ensured timely and accurate documentation and data logging, including troubleshooting steps, recommendations, and resolutions, via the in-house CRM system. عرض أقل

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  New Oriental Education & Technology Group

  Feb 2015 - May 2015

  Teaching Assistant

  • Collaborated with faculty members to develop and enhance educational materials, and facilitated lectures and tutorials.• Enabled instructors to optimize teaching effectiveness by managing diverse duties, fostering communication between students and instructors, and resolving student concerns.• Counseled students on coursework matters, delivering strategic guidance and support to ensure academic success.

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  UKCN Education

  Sept 2016 - Feb 2017

  Marketing Intern

  • Surpassed sales target of £20,000 within 2 months by launching campaigns and networking activities with school societies to define targeted market, including academic conferences, Christmas event and Chinese New Year event. • Achieved 50+ turnout per event and managed internal CRM system to keep database organized and business development team aligned. • Engaged with customers on social networks, including Facebook, LinkedIn and WeChat. • Implemented digital marketing campaign and compiled educational articles on WeChat for Christmas, exceeded conversion rate and brand awareness goals by 40%. عرض أقل

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  User Experience Researchers Pte Ltd (Singapore)

  Aug 2017 - Dec 2019

  UX Researcher/Project Manager

  [Key Projects]Billing Experience Optimization for SG Healthcare Org.: Facilitated 1-1 interviews, usability tests, A/B tests, eye-tracking with heatmaps. Analyzed findings to enhance both online and paper billing experiences.Website Localization for U.S. Tech Pioneer: Executed 30+ in-depth interviews, usability tests and heuristic evaluations to consolidate quant & qual findings and insights, delivering feasible enhancement strategies.Intranet Experience Improvement for SG Transportation Sector: Facilitated 10+ stakeholder interviews and 5+ departmental focus group, delivering strategic insights to streamline workflows. Collaborated with UX/UI designer to implement user-centric enhancements, improving effectiveness of the intranet.Digital Transformation Strategy for CN Fintech Brand: Led fintech desk research and industry benchmarking. Tested 12 competitor digital products through cognitive walkthroughs, UX ratings and heuristic evaluations, culminating in a white paper outlining digital transformation strategies. عرض أقل

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  Freelance

  Oct 2019 - now

  Research Analyst

  • Conducted marketing & customer/user experience research and analysis in banking, automotive and agriculture industries for worldwide clients (US/SG/NL/NO).

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  Wunderman Thompson

  Jun 2020 - Jun 2021

  CX Researcher

  [Key Responsibilities]CX Research & Consumer Insights: Led qualitative and quantitative research, including in-depth interviews and workshops, journey mapping, cognitive walkthrough, usability testing to uncover consumer behaviors, unmet needs and pain points, driving CX optimization.Journey Mapping & Consumer Strategy: Developed customer journey map by analyzing key touchpoints, identifying frictions and opportunities, and integrating persona development with targeted strategies based on actionable insights.[Key Projects]Customer Journey Optimization for U.S. Healthcare Brand: Led 20+ in-depth interviews and analyzed 2,000+ surveys using PowerBI, producing a qual & quant report. Developed customer journey map to identify key touchpoints, frictions and improvement opportunities, driving a 20% increase in retention. VR Store Experience Revamp for U.S. Skincare Brand: Conducted 15 in-depth interviews, cognitive walkthroughs, usability testing, task tests and behavioral analysis to deliver an enhancement report for VR store. This initiative won the WPP ‘Best E-commerce Award’.DTC Engagement Improvement for U.S. Food Brand: Conducted in-store cognitive walkthroughs and 5+ focus group interviews to identify members’ pain points and unmet needs, leading to practical solutions for revamping digital platform to enhance member loyalty. عرض أقل

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  Deloitte Consulting

  Jun 2021 - now

  Consultant

  [Key Responsibilities]CX Research & Consumer Insights:Directed comprehensive user research initiatives, including ethnographic interviews, focus groups, usability testing, expert walkthrough, heuristic evaluation to generate actionable insights that drive user-centric product and service improvements.Brand & CRM & Marketing Strategy: Formulated strategic frameworks and solutions grounded in brand positioning, strategic analysis, data analysis and market trends, elevating business outcomes and customer engagement.Creative Copywriting & Storytelling: Crafted creative brand narrative and marketing communication that resonate with target audience, employing storytelling techniques to foster emotional connections and enhance brand recognition.[Key Projects]Vehicle Connected Service China Localization for U.K. Luxury Auto Brand: Conducted benchmarking analysis, 40+ in-depth interviews & focus groups, qualitative analysis, 4,000+ data point analysis, service desirability evaluation & recommendations, delivering a 100+ page strategic report.Brand Narratives & Strategy Development for U.S. Sports Brand: Conducted 20+ in-depth interviews to uncover trending social issues and consumer tensions, crafting brand tonality guideline and narratives. Developed omnichannel marketing execution plan, communication guideline and annual themes to create a brand playbook.Digital Customer Experience Enhancement for U.S. Healthcare Brand: Conducted expert walkthrough, 10+ stakeholder & ethno interviews and consumer insights analysis. Leveraged strategic business frameworks and persona modeling based on 2,800+ data points to deliver 16 creative MVP solutions and wireframe designs. Loyalty Campaign Strategy for U.S. Fashion Brand: Developed marketing strategy and rollout plan, crafting creative storytelling, campaign concepts and narratives. Designed digital activations and collaborated with UX/UI designers to refine messaging and visuals, enhancing brand loyalty. عرض أقل