Quinnie Chen

Life is a journey, not a destination, it's up to us to design a better experience. Let's collaborate to create holistic experiences that make impact to real lives, to grow a mighty oak tree from tiny seeds.

 

Summary

An artistic and adaptive product and design leader with a powerful combination of assertiveness and creativity. With over 10 years of industry experience in banking, retail, logistics and IT, I'm adept at focussing on the customer problem and posing practical, research led solutions. I'm skilled at finding the balance between user needs, the customer's desired business outcomes and my companies product priorities. I've developed an inclusive leadership style which includes looking out for my team, ensuring they are on track for career success and rolling up my sleeves as required. An excellent communicator who specialised in visual storytelling.

Knowlege

Product and Business

  • Accounting and Finance

  • Business Law

  • Product lifecycle

  • Agile methodology

Design and Research

  • Model thinking

  • Design thinking

  • Social Psychology

Tools and Technology

  • Web

  • Mobile SDK 

  • API

  • Sketch

  • Zeplin

  • Invision

More About Me

Education

Monash University

Master of Professional Accounting

2008 - 2010

Monash University

Master of Business Law

2008 - 2010

Winning Award

Banking and Finance Law

Monash University 2011

Certifications

Model Thinking

by Professor Scott Page

University of Michigan

Design Thinking

by Professor Jeanne Liedtka

University of Virginia

Social Psychology

by Professor Scott Plous

Wesleyan University

Love

Innovation

Illustrations

Dustin (baby) and Hilda (fur baby)

Appreciation of Beauty and Excellence

Kindness

Hope

Strength

Product Skills

Product

Lifecycle Management

  • Product strategy

  • Target market research

  • Market trending

  • Competitor analysis

  • Market validation

  • Product roadmap

  • Feature prioritisation

  • Product development

  • Product release

  • Usage analysis

  • Product redesign

Business -Design - Tech Conduit 

  • Product roadshow 

  • Client & User interviews

  • Product sales support

  • Workshop facilitation

  • Scope and estimation 

  • End to end product development (including design and technical aspects)

Stakeholder Management

  • Visual storytelling

  • Cross level/discipline communication

  • Negotiate positively for mutual agreement on strategies and roadmap priorities

Inclusive Leadership

  • Align, prioritise and communicate product strategy

  • Build customer experience first culture

  • Build self-organising team

  • Close team skill gap by matching working pals/mentors

  • Mentor and support people to grow into their next role

Design Skills

Research

Analysis

Design

Test

Strategy

  • User Research

  • Market Survey

  • 1:1 interview

  • Bitesize interview

  • Contextual Inquiry

  • Empathy Maping

  • Data Synthesis

  • User Persona

  • Insight generation

  • Segment Analysis

  • Quantitative data Analysis

  • Trend Analysis

  • Feature design

  • Wireframe

  • Prototype

  • User Journey

  • Co - create

  • Remote Testing

  • Session Testing

  • Piloting

  • Value proposition

  • Top task analysis

  • Content strategy

  • Agile Iteration

Experience

Dec 2017 - Apr 2020

Product and Design Manager - Localz

Roles and Goals

 

•   Develop product roadmap and strategy

•   Prioritise product features 

•   Align external and internal stakeholders in feature request, scoping and commercial estimation.

•   Lead and coach cross-functional team of product, engineering, design and test

•   Deliver and improve customer first products 

Feb 2017 - Dec 2017

Digital Product Owner - Consumer Products 

Roles and Goals

  • Shape Business Requirements 

  • Develop MVP 

  • Prioritise Features

  • Shape success measures

  • Stakeholder Management

  • Develop Roadmap and Growth Plan

  • Deliver Business Case

Achievements

  • Reimagined and released 3 platforms (customer web portal, mobile native app, and management dashboard) for pickup services across 3 retail clients (Woolies, Dan Murphy and Countdown NZ), and positively impacted millions of users across 2000 locations

  • Shaped product roadmap, proposed and implemented product strategies 

  • Led users and clients engaged ideation to design and deliver innovative features that results in renewal of existing licences and sales of new licences 

  • Fostered customer first culture (catfooding channel) and empowered everyone in the company to be a user advocate and share industry insights.

Achievements

  • Delivered real time account opening customer experience for online transaction and savings account application form

  • Delivered website content uplift to provide better credit card servicing experience and increase digital engagement and adoption

  • Delivered world class servicing experience in digital channels including mobile app, internet banking, banker app and website

May 2015 - May 2016

Experience Designer - Nab Labs

Bring design thinking into innovation

Sep 2014 - May 2015

Digital Optimisation Consultant - Nab Digital

Transform digital into key sales channel

•   Research, research, research

•   Lead and facilitate experiments

•   Design, prototype, test

Roles and Goals

•   Market research and gap analysis

•   Growth strategy

•   Design and track online forms

•   Stakeholder management

Roles and Goals

Aug 2012 - Sep 2014

Senior Analyst, Technical Services - Nab Technology

Fill the gap between tech and business

 

•   Technical services strategy and  management

•   Risk management

•   Financial management

•   Stakeholder management

Roles and Goals

•  Strategic Planning

•  Test and Target

•  Optimisation and Personalisation

Roles and Goals

May 2016 - Feb 2017

Digital Experience Consultant - Mortgages

Improve Home Owner Experience

July 2011 - Aug 2012

Financial Operation Specialist, Ubank​

Be part of the center of operation excellence

Roles and Goals

 

•   Business reporting

•   Variance analysis

•   Financial transaction

•   Account reconciliation

Oct 2010 - July 2011

Funds allocation officer, MLC

Be part of the center of operation excellence

Roles and Goals

 

•   Project management

•   Risk management

•   Financial transaction

Achievements

  • Home Owner Journey Research

  • Home Owner Support Model Experiment

  • Website Call To Action Optimisation

  • Online Conditional Approval User Testing

  • Live Chat Optimisation

Achievements

  • 8 experiments with rich insights and hi-fi prototypes

  • 3 times winning team in hackathon

  • TED Talk speaker and Nabhacks mentor

Achievements

  • Delivered 6 responsive forms across banking sectors

  • Increased business inquriy form conversion rate by 144%

  • Increased transaction account form conversion rate by 27%

  •  Developed form strategy  

Achievements

  • Secured $35 million funding for tech teams from capability risk and refresh pool

  • Saved $50,000 from implementing production data usage workflow system

  • Secured $100,000 from CIO for innovation idea pitched

Achievements

  • Detected fraudelent activities and prevent multi-bank loss

  • Standardised reporting and implement variance alerts

  • Faciliated impementing cross-skill plan in the department

     

Achievements

  • Completed unallocated funds project to meet regulatory compliance

     

     

Quinnie86@gmail.com  |  Melbourne, Australia