Luzanne Chong Email Address

Head of Customer Experience

FWD Group Management Holdings Limited is an insurance company which provides Life insurance, General Insurance, Employee Benefits, Financial Planning, Group Insurance etc.

-Seasoned operations manager with over 10 years experience in managing teams and budgets to successfully deliver projects for leading Singapore bank-Strong operations and product knowledge having dealt with broad range of consumer banking products and services-Highly analytical mind with excellent ability to crunch large data sets and identify areas for process improvement-Demonstrated strength in identifying customer pain points, process waste and ideation of innovative solutions to improve business outcomes, streamline processes and reduce cost-Experienced in conceptualising and driving end-to-end customer journey projects which significantly enhance customer experience through tools such as Human Centered Design (HCD)-Proven ability to manage complex projects which involve coordinating between cross functional teams spread across multiple product divisions and multiple Asian countries-Excellent interpersonal skills towards building relationships at all organisational levels and across cultures-Proactive manager, team builder and tactical planner with ability to attract and secure good working relationship with staffs of varying demographics