Consumer Experience Manager with 7+ years of experience in driving consumer-centric strategies and optimizing customer journeys across retail, digital, and service environments. Expertise in customer insights, consumer experience strategy, retail metrics analysis, and omnichannel approaches. Proven track record of leading cross-functional teams to enhance client interactions, improve productivity, and ensure brand consistency. Adept at implementing consumer experience initiatives that increase brand loyalty, customer satisfaction, and operational efficiency. Skilled in managing budgets, analyzing KPIs, and executing engaging in-store and online events to boost consumer engagement.
Developed and implemented a consumer experience vision and strategy, enhancing user experience and driving profitability across digital platforms. Managed the Consumer Experience budget, ensuring optimal resource allocation for impactful retail and digital initiatives. Defined and maintained brand standards for digital touchpoints, ensuring consistent consumer experiences across mobile and web platforms. Analyzed consumer feedback and KPIs, leading strategic recommendations that resulted in a 13.1% YoY improvement in adoption rates and a 20% increase in stakeholder satisfaction. Collaborated with cross-functional teams to create innovative omnichannel experiences, incorporating user insights into digital banking and retail product strategies. Led the creation of consumer education modules, training internal teams and ensuring consistent delivery of high-quality customer service.
Developed a consumer experience strategy to bridge the gap between overseas psychologists and clients in China, improving access to psychological services. Coordinated consumer experience events including workshops and consultations, achieving 90% user satisfaction. Conducted extensive consumer journey mapping and in-depth interviews to identify pain points in cross-border services, refining platform features to enhance user experience. Managed clienteling programs that fostered long-term client relationships, matching over 100 clients with psychologists from 10+ countries. Led omnichannel consumer strategies, ensuring seamless integration between online and offline services for a holistic customer experience.
Spearheaded consumer experience improvements for mobile payment features, informing 3 major feature launches used by 1M+ users. Analyzed consumer data to provide actionable insights for product design, improving user engagement and decreasing support calls by 1.5%. Led design sprints to create and optimize user experiences, collaborating with marketing and PR teams to ensure consistent messaging across platforms. Executed A/B testing and usability studies, refining feature designs to meet customer needs and drive business growth.
Conducted heuristic evaluations and consumer surveys to identify usability issues and improve mobile app experiences, resulting in a 3.9% increase in user engagement. Collaborated with marketing teams to tailor product offerings based on customer insights and data, enhancing retail experiences.
Conducted over 400+ consumer interviews and user testing sessions, generating insights that informed omnichannel marketing strategies and increased user satisfaction by 46.7%. Developed customer journey maps and personas, ensuring that consumer insights were directly integrated into product and retail strategy development. Led cross-functional teams to implement clienteling initiatives, improving engagement and fostering deeper customer relationships.