Sichuan University

University of Canterbury

Customer Insights Manager at Heritage Bank

Toowoomba, Australia

- Leading the Voice of Customer programme from concept to implementation- Developing segmentation frameworks that enable a more sophisticated view of the customer- Promoting a measurement culture through weaving the customer perspective into business decision making

Heritage Bank

Customer Insights Manager

- Ad hoc research projects engaging internal stakeholders and external business partners- Project manage implementation of online customer research panel- Developing text analytics models to generate Voice of Customer insights

Research Manager

- Brand performance- Customer and adviser satisfaction/recommendation- Competitor intelligence through market share, competitor profiling, and news/social media tracking

TOWER

Customer Insight Analyst

- Measuring international visitor experience- Online traffic reporting for the TNZ consumer website

Tourism New Zealand

Marketing Research Co-ordinator

- Maintenance of a variety of tourism databases- Training internal stakeholders on usage of a data library

Lin Yang

Lin Yang