Clive Lam

Worked with the CEO to establish the concept, and plan for CXA’s new product line, a white-labeled version of their existing platform, allowing other institutions to use their software to implement group insurance programs. This included the articulation of the strategy; roadmap and timelines; working with sales for sales enablement; budgeting and resource management; and securing approval and funding from the board and investors.

Working with a junior product manager, my role was to guide and help the product manager to create a solution that would reduce friction in the login process, particularly with the retrieval of forgotten passwords. The program of work included:

• clarification of language
• re-design of the forgotten password user journeys

To improve time to market, we were able to reduce the original solution from 6 weeks (3 sprints) to 2 weeks (1 sprint).

In conjunction with OCBC, launched CXA Direct, a direct to business online group insurance purchasing portal, aimed to help small business retain staff by offering employment benefits - in particular, health insurance, to their employees.

A collaboration between Commonwealth Bank of Australia, National Australia Bank, and Westpac, my role was to establish the minimum marketable product and work with engineering, marketing, legal and compliance to launch the product to market.

Along with establishing the roadmap and feature backlog, there was more direct involvement with the project to ensure that the product was adequately user-tested, piloted, refined to ensure success on launch. As a part of a small team, I also wrote a large portion of the content on the website and marketing materials.

Led the project from start to finish by:

• running sessions to ideate on a solution;
• running user testing to establish user understanding of the intended program; interface design options; program parameters such as duration, incentives and likelihood; and in-market positioning;
• creating budget projections, and accelerator options to optimize growth;
• working with legal and compliance to ensure the program would meet regulatory requirements;
• working with marketing to establish go-to-market plans;
• writing content for marketing materials and for the website.

Migrated a locally built merchandising system used by the local merchandising team to manage eBay Deals inventory on the eBay Deals site to use the newly created global merchandising solution to bring it into alignment with global plans to create premium sites on eBay to promote key retail moments and highlight marquee sellers.

eBay Australia wanted to take advantage of user behavior on Sundays when most people were at home at the end of the day surfing the web. We created a concept of “5 Minute Sales” where, for an hour, there were sales that lasted 5 minutes.

My role was from conception through to delivery. Once delivered, I worked with the merchandising team to maximize sell-through by advising ways to optimize sell-through of inventory based on user behavior and analytics. The result was a conversion rate of 18% and a sell-through rate of inventory of 96%.

The project was to bring the out-dated eBay Deals site to a more modern retail-like experience, taking into account the latest trends in online shopping, and user behavior.