Experience, education and skills
Download my CV (pdf)
Summary
Experience
Apr 2024 - Now
Mentor juniors and conduct team- and organisation-wide workshops
✔ Facilitate cross-functional team collaboration, align diverse stakeholders, and foster a culture of continuous discovery, design thinking, and evidenced road-mapping
May 2025 - Now (freelance)
Conducted discovery research for British Airways on the Feedback & Claims Portal to understand evolving customer expectations and explore opportunities for deeper integration with accounts, CRM systems, and automation/AI enhancements.
✔ Communicate compelling insights that kicked off service, journey and interface design proposals to improve success, trust, and engagement
✔ Supported company KPIs around customer satisfaction (CSAT), operational efficiency, and reducing handling / cost of sale
Experience
Defined metrics that contributed to more successful, efficient, and assured clinical and technician journeys in key features of powerful optical and markerless tracking offerings for VFX, virtual production and autonomous drones
✔ Uncovered issues to improve features and functionalities of Nexus (clinical gait analysis, sports science & biomechanics research) and Shogun (virtual production & VFX)
✔ Unearthed design and development potential to build an industry-revolutionising offering (NDA)
✔ Enabled handling savings estimated at £28,000 per customer
Deliver engaging oral, written and visual presentations of collated research findings to spark stakeholder interests and actions at all stages of product development
✔ Mobilised colleagues, partners and customers to engage in research efforts, significantly improving collaboration and clarity in the company’s UX landscape by well-communicated initiatives
Oct 2020 - Oct 2023
Create artefacts to support fast, effective iterations in conceptual design
✔ Informed critical business decisions and ideation based on solid data
Conduct user research and testing; perform audits on prototypes against a range of measures
✔ Identified issues, pain points and opportunities, compiling reports to prioritise impactful changes in a UCD process
Manage research team, maintain stakeholder relationships, and coordinate design, content, engineer, production teams as well as business partners across the UK, US and China, setting KPIs
✔ Delivered results in the highly competitive market, with sustaining conversion rates at over 20% & achieving compound growth goals
Aug 2017 - Oct 2022
Managed an international team of teachers to supervise and run new school branches; developed, implemented and improved SOPs, curricula and assessment tools to track progress
✔ Built a strong and proactive department that worked closely with Sales, Marketing and client community, enabling co-design activities to create winning products and services for an expanding school, growing revenues by over 400% within 4 months
MSc Human Computer Interaction Design
City, University of London
Distinction.
Winner of Global STEM Leadership Scholarship.
Dissertation:
Cross-Lingual Interaction in Use of Machine Translation Tools in Clinical Settings
MSc Applied Linguistics
University of Oxford
Distinction.
Department of Education and St Cross College Research Awards
Dissertation:
Relationships between linguistic knowledge, self-efficacy and performance, presented at Oxford University conferences
BA Hons (double)
National Taiwan University
First-class Honours.
Double majors: Psychology; Foreign Languages and Literature
Awards:
University Prize for Academic Excellence, Teaching Assistant Awards, Departmental Excellence Scholarships