Hong Yang (Jesson) Phua
Summary
The decision for mid-career switch was deliberate and did not come hastily. It was a well-thought decision motivated by my desire to prove that the skills and knowledge in the CX ecosystem could be harnessed and applied to a different industry with similar success and wins and I am eager to commit my expertise to the growth of your organization together.
Overview
24
24
years of professional experience
1
1
Certification
Work History
CX Strategy and Quality Governance Lead
M1 Ltd
08.2002 - Current
- Leads the CX strategy and quality governance in M1 Ltd
- Develops methodologies and frameworks to collect, measure, report and evaluate CX journey improvements across all M1 customer engagement touchpoints
- Work closely with Journey and Channel leads to analyse insights, redesign journeys and institute strategies and measures to improve customer experiences
- Monthly cadence to present and discuss CX performance, survey/research insights and journey-improvement solutions with C-suite
- Oversees the Quality of M1 contact channel performance, developing control measures such as transaction monitoring, skills verifications, PQ performance metrics & process audit for our local and offshore centres.
- Initiate RFP with AI-based VOC platform vendors and work with research agencies to develop CX improvement framework to improve e business targets in relation to acquisition and churn.
- Lean practitioner, focused on PDCA and critical thinking in problem solving that leads to root causes and implementing sustainable solutions..
Education
Bachelor of Science - Computer Science
University of Birmingham, UK
United Kingdom12.1997
Skills
I am adapted, diversified and result-oriented In my course of work, I have track record of improving M1 Ltd’s NPS by 20 pts, it is also evident that M1 benchmark NPS 2026 had topped the scale across telcos in Singapore
Certification
1) LEAN for Customer Operation & Business
2) Agile Scrum Master
3) Leading 5G transformation for Telecoms
4) Fundamentals for PDPA
5) Understanding Jira for users
6) Digital Workplace
7) Middle Management Roles
Timeline
CX Strategy and Quality Governance Lead
M1 Ltd
08.2002 - Current
Bachelor of Science - Computer Science
University of Birmingham, UK