Jian Loo

Jian Loo is a seasoned professional with over 20 years of experience in strategy, management & technology consulting in the areas of customer experience (CX), innovation, and digital transformation.

Passionate and outcome-oriented, Jian is dedicated to helping organizations create high performing, customer-centric, and sustainable businesses by focusing on delivering exceptional customer experiences.

As the Head of Customer Experience & Innovation at Hong Leong Bank Berhad, Jian leads an award-winning team that has introduced groundbreaking innovations using advanced technologies including AI, robotics, machine vision, facial recognition, real-time analytics, customer sentiment monitoring, and robotic process automation (RPA) to revolutionize CX in the banking sector.

Jian's outstanding leadership and vision have led to numerous industry accolades for Hong Leong Bank, including recognitions such as 'Best Domestic Bank 2018', 'Best Digital Bank 2018', 'Best CX Technology Gold Award', and multiple Frost & Sullivan Excellence Awards for various customer experience categories.

Education-wise, Jian holds a BSc (Hons) in Computer Science and Business Studies from the University of Warwick, has completed Strategic and Leadership Management studies at IMD Business School, and holds certificates in Leadership Development Programme and Computer Systems Support and Engineering.

With a strong background in consulting and a keen interest in leveraging technology to drive innovation, Jian Loo stands out as a visionary leader in the customer experience and digital transformation space. His dedication to delivering exceptional CX solutions sets him apart in the industry.