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Yi-Lin (Grace) Lo
Design Thinking Lead at Standard Chartered Bank
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Yi-Lin (Grace) Lo

Design Thinking Lead at Standard Chartered Bank
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Standard Chartered Bank
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University of Minnesota - Carlson School of Management
Taipei City, Taiwan

Professional Background

  • Current status
    Employed
  • Profession
    UX Design
  • Fields
  • Work experience
    6-10 years (6-10 years relevant)
  • Management
  • Skills
    UX Design
    UX Research
  • Languages
    Chinese
    Native or Bilingual
    English
    Professional
  • Highest level of education

Job search preferences

  • Desired job type
    Full-time
    Interested in working remotely
  • Desired positions
  • Desired work locations
  • Freelance

Work Experience

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Digital Banking, VP

Jun 2023 - Present
• Lead UX discussion and prioritization of new digital projects; in charge of UI/UX design and governance of enhancements or new features on Internet/Mobile Banking and website; supervising vendor executions to ensure alignment with branding and design guidelines. • Plan overall strategy and manage the bank’s LINE official account covering content management, chatbot and vendor management; propose experiments and improvements to drive digital sales and product awareness on LINE through collaboration with product and marketing teams. • Continuously to manage and facilitate CX transformation activities in hybrid mode.
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CX Transformation, Design Thinking Lead, VP

Jun 2021 - May 2023
2 yrs 0 mos
• Acting Head of CX Transformation during Jan 2023 to Apr 2023; leading 9 team members. • UX designer of local and Group digital projects including Grow myWealth, FinLab Challenge concept inception, Online Credit Card and Personal Loan STP application revamp, and other BAU enhancement on Internet/Mobile Banking and official website. • In charge of Net Promoter Score survey; managed external consultants on analysis and report delivery; analyzed customer verbatim and led discussions amongst internal stakeholders to propose and implement improvement plans for weak service/product attributes. NPS for all segments grew 100% on average within one year. • Managed monthly Client Experience Forum for Consumer, Private and Business Banking Group; coordinate updates on agenda covering Voice of Frontline, NPS, Treating Customer Fairly, and Complaint Analysis Insights.
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UX Design & Innovation Manager

Sep 2019 - Jun 2021
1 yr 10 mos
• Led end-to-end user research and UX design activities from interviews, wireframing, prototyping, to usability testing of digital projects including e-Payment Enhancement of MyCardif and Open Banking Services. • Governed and advised projects incubated in local Innovation Factory. Constructed guidebook with comprehensive instructions and templates for project teams to adopt Design Thinking methodologies. • Proposed and implemented company-wide initiatives cultivating innovation culture and transforming skillsets including Innovation Academy, Talk and News Flash. • Planned and managed the communications and utilization of Cardif innovation co-working space. Connected and maintained relationships with incubators and startups of fintech and insurtech.
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CEO Office, AVP

Mar 2019 - Aug 2019
6 mos
• Coordinated corporate customer experience projects and reported to CEO on a bi-weekly basis; planned and executed plans facilitating corporate banking related units to adopt design thinking and agile methodologies in their projects. • Facilitated company-wide employee experience projects initiated by different units and acted as focal point between country and group management office. • Coordinated and prepared review materials for country CEO ranging from board meetings and reviews with local and regional financial regulators such as FSC of Taiwan and MAS of Singapore.
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Customer & Employee Experience, Senior Associate

Mar 2018 - Feb 2019
1 yr 0 mos
• Designed and improved corporate customer experiences by managing cross-functional projects including Online Account Opening for Corporate Clients, Corporate Account Opening Documents and Process Simplification. • Coordinated company-wide employee experience projects initiated by different units; managed Credit Analysis Automation project to improve credit analysis team's experience in performing their daily job. • Supervised bank-wide Design Thinking internship program. Designed end-to-end program structure from intern selection, challenge assignment to course content and sprints planning; managed 10 interns and coordinated 3 mentors.
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Project Management, Associate

Aug 2015 - Feb 2018
2 yrs 7 mos
Taipei City, Taiwan
• Focal point between DBS and ANZ counterparties in core banking system conversion for ANZ retail business acquisition. Analyze and structure user requirements by strong knowledge of system, process and data usage; design the migration and reconciliation approach of 200K customer data. • Improved customer experience and employee experience by facilitating 5 cross-functional projects including Revamping IT helpdesk Services, Procurement Process Improvement and Enhancing Customer Complaint Handling. • Trainer of 2 bank-wide learning programs regarding Process Improvement, Human Centered Design and Design Thinking. • Plan and manage Technology & Operation unit-wide annual learning agenda; initiate and implement new learning initiatives to fulfil staff’s various learning needs.
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Management Associate

Aug 2013 - Jul 2015
2 yrs 0 mos
Taipei City, Taiwan
• Improved HR reporting productivity and efficiency by leading a 4-people project team to review the suitability of existing 52 regular reports; reduced 13% of the reports and saved 30% of time spent on report generation, equal to 3.25 working days per month. • Analyzed target audiences’ needs and led 7 Management Associates to design and deliver Presentation Workshop to share presentation skills with other young talents within the bank. • Constructed proposal to apply a selection tool called Career Personality Aptitude System for Loan Sales; collaborated with external consultants, HR and Sales Management supervisors to successfully onboard the tool and established a set of selection criteria for recruiting qualified sales. • Established an exhaustive onboarding package as one-stop solution for new employees in Institutional Banking Group to streamline the onboarding process and achieve time-savings. • Designed activities to strengthen teamwork spirit and morale for team building workshop; coordinated and facilitated the workshop for 50+ Customer Center employees.
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Training Intern

Jul 2012 - Jan 2013
7 mos
• Delivered 2 training sessions on topics of Job Survival Strategies and Networking Skills to help clients understand, acknowledge, and acquire the appropriate attitude and skills for job retention. • Facilitated and assisted execution of 50+ training sessions provided by Minnesota Family Investment Program at Training and Education Center helping in need clients gain necessary skills for professional advancement. • Selected to lead research project outlining government rules and required training content for the development and licensing of Home Health Aide Training Program. • Coached clients on resume creation, cover letter writing and online job application.
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Training and Organizational Development Intern

Jun 2011 - Aug 2011
3 mos
• Created online Employee Satisfaction Survey, monitored the progress of distribution and completion, and compiled over 600 data entries. • Researched on universities and community college in order to identified the contacts of potential partnerships to fulfill the Education Advancement Partnership Project to help employees and participants receive higher education for career advancement. • Contacted and met with representatives from schools to discuss potential partnership; compiled and integrated potential proposals from schools. • Researched applicable government grants and scholarships on both state and national level; established instructions on application to facilitate employees’ application. • Facilitated and assisted execution of 3 training events related to diversity, coaching and mentoring, and on boarding. • Awarded The President’s Volunteer Service Award from President Obama as result of effort.
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Research & Information Intern

Jul 2008 - Aug 2009
1 yr 2 mos
• Researched and wrote weekly newsletter about critical financial incidences in Taiwan for internal use. • Supported research activities and helped 5 Research Analysts to search and analyze information including companies' news, industry and economic trends for accomplishing analysis reports. • Retrieved, accessed and synthesized company, industry and economic data to meet clients' needs. • Built and expanded Mckinsey knowledge base on financial and high-tech industries to alert consultants to business trends.

Education

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Master of Arts (MA)
Human Resources and Industrial Relations
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Bachelor of Science (BS)
Double Major in Sociology and Business Administration
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Licenses & Certifications

Nielsen Norman Group
Credential ID: 1056043
Issued Sep 2022
No Expiration Date

User Experience Design

General Assembly
Issued Dec 2019
No Expiration Date

Talent Leadership Program

Harvard Business Publishing Corporate Learning
Issued Aug 2019
No Expiration Date