miuyee

CIB, Global Strategic Channels Proportion & Innovation - Managed and spearheaded 15+ service design initiatives across APAC and global markets, improving customer satisfaction with digital propositions and shaping customer value towards digital transformation. - Led the customer discovery sprints and prioritised resources for C-level B2B customer interviews, uncovering 200+ key customer pain points and identifying actionable opportunities among online and offline banking experience. - Facilitated 5+ discovery workshops, synthesising insights from management-level stakeholders, front-line colleagues, end users and customer data to co-create innovative service concepts. - Collaborated with the international team, including POs, PMs, and data scientists, to prioritise customer pain points and ensure alignment of the top 5 product strategies with user needs, and focused operations. Partnered with junior designers in final design governance and deliveries. - Explored AI capabilities to deliver CX insights, saving 10% research time on iterative design processes. Key Achievements: - Designed and delivered high-stakes experience design for a partner pitch, securing a $100M partnership deal, highlighting strategic planning and stakeholder management. - Launched CX training programs (online & offline), upskilling 50+ internal stakeholders on research and design thinking methodologies, bridging knowledge gaps and enhancing craft.

- Developed customer-first strategies and design approaches across verticals: luxury, transportation, healthcare, and gaming. - Unified strategic direction across experience design, data science, and development teams. - Commanded market and trend research to inform future-state experience designs. Key Clients: Viatris, Animoca Brands, Hongkong Land, Prudential, Octopus Cards, CLP Group Highlight Deliveries: - Led Web3 and future experience study for a luxury brand ecosystem. - Led a transport app UX redesign, driving a new concept of customer experience for future usage. - Applied design thinking to restructure the client’s internal business workflows with a new workflow approach and facilitated 3 workshops to drive changes.

Secondment to HSBC Wealth and Personal Banking, Global Public Website Team - Conducted 10+ usability tests and competitive analysis for HSBC's Global Public Website team, generating actionable insights to improve 2 high traffic journeys. - Provided iterative design recommendations that improved conversion rates in the Wealth & Personal Banking division

Seconded to Banking and Fintech domain - Created and organized the 1st series of design thinking workshops and created service blueprints for a local bank, aligning 90% of stakeholders on project objectives and content delivery. - Partnered with PMs and engineers to deliver validated prototypes, reducing redesign cycles by 25%.

Seconded to Prudential Hong Kong - Developed interface and user journeys aligned with digital transformation goals

Global team, Revamp Meyer's global e-commerce website, participates in design and research. - Engineered a new eCommerce website by developing a comprehensive design system, detailed wireframes and interactive prototypes that launched in 4+ countries for MVP, showcasing practical design skills and strategic foresight. - Provided extensive user research and implemented A/B testing protocols that enhanced product usability, demonstrating a proven track record in research skills and innovative design approaches

Part time during the Working Holiday Gap Year in Sweden. - Supported Match2One product feature development.

Mainly worked on Three Projects focused on the Asian Market - Facilitated 2 Google Design Sprint workshops for Citibank and MasterCard on customer payment research in the Hong Kong and Taiwan markets. - Ran a deep UX research for dating applications in Mainland China

Created 20+ digital marketing campaigns for clients like Disney, Chimelong Group, and HK Tourism Board, ensuring impactful design skills and focused customer engagement.