Experience Lead | Customer Care Application Expert
2014 - PRESENT
Cisco
- Worked as one of the experience leads on customer care products (cloud and on-premise).
- Learned Agile and UX collaboration methods including backlog grooming from user experience goals.
- Defined customer research strategy and collaborated with product leadership to define the road map.
- Worked on interactive prototyping and user research.
- Defined cross-functional alignment on delivering a usage analytics framework.
Technologies: HTML5, Agile UX
Senior Lead Consultant UX
2008 - 2010
Capgemini, Inc. (HK)
- Worked as a senior lead consultant for clients in the Asia Pacific region. Engaged with HSBC global user Experience groups, located across Hong Kong, the UK, the US, and Canada.
- Worked with the HSBC customer research and knowledge management processes, contributing to the global practices and liaising with the core business team at HSBC Group.
- Created strategic customer experience projects included "Multi-channel Customer Experience Review Framework" for multiple global regions.
- Worked on other projects include global customer experience management dashboards for MIS-related balance scorecards and more.
- Contributed to management of the working relationships and project sourced from other clients such as RBS and Barclays Bank.
Technologies: Design Management, iRise