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ux approach
Contextual Inquiry, Persona Profile, Stakeholder Mapping, Affinity Clustering, Experience Diagramming, Storyboarding, Concept Poster, Sketching, Wireframing, Prototyping, Usability Testing
skills
Adobe Photoshop, Illustrator, Indesign, Sketch, Figma
language
Mandarin, English
experience
bnp paribas cardif
September 2019 – Present
Taipei, Taiwan
DBS BANK
August 2015 – August 2019
Taipei, Taiwan
ux Design and innovation manager
Lead end-to-end user research and UX design activities from interviews, wireframing, prototyping, to usability testing of digital projects including e-Payment Enhancement of MyCardif and Open Banking Services.
Govern and advise projects incubated in local Innovation Factory. Construct guidebook with comprehensive instructions and templates for project teams to adopt Design Thinking methodologies.
Propose and implement company-wide initiatives cultivating innovation culture and transforming skillsets including Innovation Academy, Innovation Workshop, Innovation Talk and Innovation News.
Plan and manage the communications and utilization of Cardif innovation co-working space. Connect and maintain relationships with incubators and startups of fintech and insurtech.
Assistant Vice president, user experience and project management
Focal point between DBS and ANZ counterparties in core banking system conversion for ANZ retail business acquisition. Analyzed and structured user requirements by strong knowledge of system, process, data usage and user behaviors; planned the migration and reconciliation approach and successfully converted 200K customer data.
Design and improve customer experiences by managing cross-functional projects including Online Account Opening for Corporate Clients, Corporate Account Opening Documents and Process Simplification, Empowering Customer Center Officers.
Managed employee experience projects covering employee facing services and processes such as Credit Analysis Automation, Corporate Banking Employee On-boarding, T&O Learning & Development and IT Helpdesk Services.
Trainer of 2 bank-wide learning programs regarding Process Improvement and Human Centered Design to accelerate adoption of the methodologies among projects ameliorating user experience.
Supervised bank-wide Design Thinking internship program. Designed end-to-end program structure from intern selection, challenge assignment to course and sprints planning; managed 10 interns and 3 mentors.
dbs bank
August 2013 – July 2015
Taipei, Taiwan
management associate
Improved HR reporting efficiency by leading a project team to review the suitability of existing reports during Human Resources rotation; reduced 13% of the reports and saved 30% of time spent on reporting, equal to 3.25 working days per month.
Introduced a selection tool called Career Personality Aptitude System to sales recruitment in retail banking business during Consumer Banking Business rotation; coordinated between external consultants, HR and Sales Management to successfully on-boarded the tool and established a set of selection criteria for recruitment.
Restructured and standardized intranet information for Operation departments to comply with government regulations and improve internal risk control awareness during Technology & Operation Rotation.
LUTHERAN SOCIAL SERVICES MINNESOTA
July 2012 – January 2013
Minneapolis, Minnesota
Intern, Training
Delivered 2 training sessions on topics of Job Survival Strategies and Networking Skills to help clients understand, acknowledge, and acquire the appropriate attitude and skills for job retention.
Facilitated and assisted execution of 50+ training sessions provided by Minnesota Family Investment Program helping in need clients gain necessary skills for professional advancement.
Selected to lead research project outlining government rules and required training content for the development and licensing of Home Health Aide Training Program.
Coached 80+ clients on resume creation, cover letter writing and online job application.
MCKINSEY & COMAPNY
July 2008 – August 2009
Taipei, Taiwan
Intern, research & information
Researched from database including Factiva, Digitimes, and local newspaper sources and constructed weekly newsletter about critical financial occurrences in Taiwan for internal use.
Supported research activities and assisted 5 Research Analysts to search and analyze information including companies’ news, and industry and economic trends for accomplishing analysis reports.
Retrieved, accessed, and synthesized company, industry and economic data to meet clients’ needs.
Built and expanded McKinsey knowledge base on financial and high-tech industries to alert consultants to business trends.
education
university of minnesota, carlson school of management
Master of Arts in Human Resources and Industrial Relations
May 2012
Minneapolis, Minnesota
national chengchi university
Bachelor of Arts in Sociology
Bachelor of Science in Business Administration
June 2010
Taipei, Taiwan