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Senior
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Research Associate
Antony Huang
,
London, United Kingdom
Experience
Other titles
Skills
I'm offering
A curious mind and a passion for innovation have been my underlying drivers to becoming a versatile Insights Analyst and Project manager. I focus on what is right for the customer and speak up when the data indicates that there may be adverse customer impacts.
I investigate customer patterns and behaviours and identify opportunities to improve customer outcomes by combining strong listening and problem-solving skills with data to provide actionable insights. I propose logical, customer focused recommendations to my stakeholders and I don’t take “no” as an answer when finding the root cause of customer issues. Examples include:
• Implemented an Insights framework that informs why and how to conduct research for strategic outcomes, continuous improvement. customer and people satisfaction
• Delivery of an industry-first program to address elder financial abuse
• Analysis of vulnerable customer segments and provided recommendations in homelessness, accessibility and disability, personas and archetypes
I am forward thinking with a clear vision of the future and adapt to the changing environment. I will ask questions to stimulate thinking around alternative approaches, and address problems in a different way. I thrive in a creative, collaborative and customer centric team.
Outside of work, I have a passion for self-development particularly in understanding behaviour and how I can achieve my best self. I also enjoy playing sport and strategy games because I love to be challenged and win. These have enhanced my skills in areas of strategy, leadership, clear communication, concentration and adaptability.
Antony Huang’s Areas of Expertise: innovation, analytics, insights, project management, research, continuous improvement, stakeholder management, dispute resolution, banking, and hospitality.
I investigate customer patterns and behaviours and identify opportunities to improve customer outcomes by combining strong listening and problem-solving skills with data to provide actionable insights. I propose logical, customer focused recommendations to my stakeholders and I don’t take “no” as an answer when finding the root cause of customer issues. Examples include:
• Implemented an Insights framework that informs why and how to conduct research for strategic outcomes, continuous improvement. customer and people satisfaction
• Delivery of an industry-first program to address elder financial abuse
• Analysis of vulnerable customer segments and provided recommendations in homelessness, accessibility and disability, personas and archetypes
I am forward thinking with a clear vision of the future and adapt to the changing environment. I will ask questions to stimulate thinking around alternative approaches, and address problems in a different way. I thrive in a creative, collaborative and customer centric team.
Outside of work, I have a passion for self-development particularly in understanding behaviour and how I can achieve my best self. I also enjoy playing sport and strategy games because I love to be challenged and win. These have enhanced my skills in areas of strategy, leadership, clear communication, concentration and adaptability.
Antony Huang’s Areas of Expertise: innovation, analytics, insights, project management, research, continuous improvement, stakeholder management, dispute resolution, banking, and hospitality.
Markets
United Kingdom
Links for more
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Industries
Language
English
Fluently
Ready for
Ongoing relation / part-time
Available
My experience
2020 - ?
job
Research Associate
NatWest Rapid Cash.
Achievements and responsibilities
• Delivered a robust Insights Framework that has been supported and approved by LT which informs why and how we will conduct research, capture data and present insights to the business. The framework covers strategic business outcomes, continuous improvement, customer and people satisfaction.
• Facilitated multiple design-thinking workshops with LT and with people in the business and successfully identified 2 strategic product discovery lead research activities. Currently in the process of planning and executing the 2 strategic research activities which covers how we can attract more customers and simplifying the customer journey.
• Defined and delivered bespoke customer journey with a global accounting package in attracting more customers into the funnel. Created end to end dashboards to understand the customer funnel and currently using data to draw insights and learnings to guide the next phase of the proposition.
• Created and analysed employee satisfaction surveys throughout lockdown and provided recommendations to improve the social and culture activities. Managed sensitive conversations relating to team survey results and provided actionable recommendations to senior leadership managers on how to manage people.
• Delivered a robust Insights Framework that has been supported and approved by LT which informs why and how we will conduct research, capture data and present insights to the business. The framework covers strategic business outcomes, continuous improvement, customer and people satisfaction.
• Facilitated multiple design-thinking workshops with LT and with people in the business and successfully identified 2 strategic product discovery lead research activities. Currently in the process of planning and executing the 2 strategic research activities which covers how we can attract more customers and simplifying the customer journey.
• Defined and delivered bespoke customer journey with a global accounting package in attracting more customers into the funnel. Created end to end dashboards to understand the customer funnel and currently using data to draw insights and learnings to guide the next phase of the proposition.
• Created and analysed employee satisfaction surveys throughout lockdown and provided recommendations to improve the social and culture activities. Managed sensitive conversations relating to team survey results and provided actionable recommendations to senior leadership managers on how to manage people.
Design, Research, Continuous improvement, Leadership, Workshops, Surveys, Guide, Social, Framework, Customer
2018 - 2019
job
Customer Insights Manager
CBA, Customer Advocacy.
Achievements and responsibilities
• Researched new concepts through qualitative and quantitative methods, then prepared and analysed datasets from multiple internal and external sources to create actionable insights and telling the story behind it by translating technical data to non-technical, back to the business and stakeholders.
• Strategised innovative ideas from facilitating design-thinking workshops, presented findings and actionable insights from data, developed future models from recommendations, and managed the project timeline.
• Interviewed customers and internal staff to better understand their journey and pain points to work towards improving and optimising products and services.
• Successfully raised awareness of a growing Australian problem relating to elder financial abuse including content creation for a customer guide, online video and learning material, updated procedures, and managed the distribution strategy to over 9,000 frontline staff nation-wide, with an estimated reach of 31 million.
• Provided insights and recommendations from accessibility and disability customer complaints and raised awareness of existing problems and systemic issues across the group. Created change in branch self-service by updating training and systems, and ensured over the counter transaction needs were met.
• Initiated a new project on using data to create vulnerable customer persona's and architects to help product teams better understand the customer experience and suitability during different stages of a product life cycle. Stakeholders gained a deeper understanding of the different segments for vulnerable customers which was used to create different customer layers during product design.
• Commenced research on understanding the scope of homelessness customers in Australia, their pain points, and facilitated design thinking workshops to create innovative solutions for this segment. Research was used as part of a wider program relating to affordable housing.
• Researched new concepts through qualitative and quantitative methods, then prepared and analysed datasets from multiple internal and external sources to create actionable insights and telling the story behind it by translating technical data to non-technical, back to the business and stakeholders.
• Strategised innovative ideas from facilitating design-thinking workshops, presented findings and actionable insights from data, developed future models from recommendations, and managed the project timeline.
• Interviewed customers and internal staff to better understand their journey and pain points to work towards improving and optimising products and services.
• Successfully raised awareness of a growing Australian problem relating to elder financial abuse including content creation for a customer guide, online video and learning material, updated procedures, and managed the distribution strategy to over 9,000 frontline staff nation-wide, with an estimated reach of 31 million.
• Provided insights and recommendations from accessibility and disability customer complaints and raised awareness of existing problems and systemic issues across the group. Created change in branch self-service by updating training and systems, and ensured over the counter transaction needs were met.
• Initiated a new project on using data to create vulnerable customer persona's and architects to help product teams better understand the customer experience and suitability during different stages of a product life cycle. Stakeholders gained a deeper understanding of the different segments for vulnerable customers which was used to create different customer layers during product design.
• Commenced research on understanding the scope of homelessness customers in Australia, their pain points, and facilitated design thinking workshops to create innovative solutions for this segment. Research was used as part of a wider program relating to affordable housing.
Service, Customer, Manager, Guide, Accessibility, Online, It, Workshops, Content, Design, Training, Customer experience, Design thinking, Research, Video, Product Design, Content creation
2017 - 2018
job
Business Support Specialist - CBA, Advice Review
unknown.
Achievements and responsibilities
• Prepared, analysed and drove technical business solutions utilizing existing program systems, and managed technical CRM system enhancements while engaging and maintaining stakeholder expectations.
• Developed and provided subject matter expertise in system and business processes used to support and run the operations of all teams (contact centre, operations, risk, legal) in the Advice Review program.
• Executed on-boarding needs, user access verification and deactivation, daily monitoring of data loss prevention, and conducted Business Verification Testing and User Acceptance Testing to ensure seamless operations.
• Reconciliated client files and document distribution via Ansarada while administering user access and security groups on the third-party platform.
• Created a standardised template to effectively track assessment team workloads across different work streams which resulted in greater visibility of workload and allowed for consistency in the preparation of future work streams in system.
• Reviewed outdated document sharing standard operating procedures to ensure processes aligned with program guidelines. Created three new standard operating procedures to address operational gaps and reduce the risk of non-compliance to regulatory requirements.
• Developed a technical operations guide for all teams across the program to effectively request for access across different systems. This guide increased productivity by minimising the number of daily inbox requests.
• Prepared, analysed and drove technical business solutions utilizing existing program systems, and managed technical CRM system enhancements while engaging and maintaining stakeholder expectations.
• Developed and provided subject matter expertise in system and business processes used to support and run the operations of all teams (contact centre, operations, risk, legal) in the Advice Review program.
• Executed on-boarding needs, user access verification and deactivation, daily monitoring of data loss prevention, and conducted Business Verification Testing and User Acceptance Testing to ensure seamless operations.
• Reconciliated client files and document distribution via Ansarada while administering user access and security groups on the third-party platform.
• Created a standardised template to effectively track assessment team workloads across different work streams which resulted in greater visibility of workload and allowed for consistency in the preparation of future work streams in system.
• Reviewed outdated document sharing standard operating procedures to ensure processes aligned with program guidelines. Created three new standard operating procedures to address operational gaps and reduce the risk of non-compliance to regulatory requirements.
• Developed a technical operations guide for all teams across the program to effectively request for access across different systems. This guide increased productivity by minimising the number of daily inbox requests.
Operations, CRM, Security, Compliance, Support, Assessment, Monitoring, Regulatory, Testing, Guide, Processes, Platform
2016 - 2017
job
Workflow Analyst - CBA, Advice Review
Managers and Customer Review Associates.
Achievements and responsibilities
• Extracted and reported statistics from internal CRM system, managed and allocated the daily and weekly workflow for customer facing teams (Review Managers and Customer Review Associates) and created forecasting models for Senior and Executive Managers.
• Identified gaps and opportunities in current processes, implemented and supported change projects across customer facing teams to ensure seamless and efficient handling of cases.
• Devised detailed process maps and operating procedures to guide customer facing teams to better manage their case flow and increased the visibility on the status of each case.
• Contributed to the successful strategy in progressing complex cases (deceased estates, de-registered companies and trust accounts) and tenured the cases towards completion.
• Enhanced internal CRM system, created training material and delivered coaching for new and current employees.
• Extracted and reported statistics from internal CRM system, managed and allocated the daily and weekly workflow for customer facing teams (Review Managers and Customer Review Associates) and created forecasting models for Senior and Executive Managers.
• Identified gaps and opportunities in current processes, implemented and supported change projects across customer facing teams to ensure seamless and efficient handling of cases.
• Devised detailed process maps and operating procedures to guide customer facing teams to better manage their case flow and increased the visibility on the status of each case.
• Contributed to the successful strategy in progressing complex cases (deceased estates, de-registered companies and trust accounts) and tenured the cases towards completion.
• Enhanced internal CRM system, created training material and delivered coaching for new and current employees.
Coaching, CRM, Forecasting, Training, Workflow, Statistics, Analyst, Guide, Processes, Customer
2015 - 2017
job
Review Manager
CBA.
Manager
My education
University of Sydney
BSc, Psychology and Pharmacology
BSc, Psychology and Pharmacology
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