Australia

Generalist Product Management

Customer Experience (CX)

UX Research

Claire Wong

Senior Product Manager

Communication

Collaboration

Problem-solving

Critical-thinking

Empathy

Team player

Presentation skills

Optimal Workshop

UserTesting

Adobe XD

Ahref

Asana

Canva

ChatGPT

Figma

GitHub

HubSpot

Intercom

Mailchimp

Miro

Notion

Confluence

Modernising procurement to help construction projects run smoother, faster, and smarter. 🚀

1. Product lead for HotDoc’s On-Demand Care team - built and managed Quick Consults, which enables patients to access online care from doctors. 

2. Doubled GP and patient usage of the platform through onboarding improvements and top of funnel demand activities within 12 months. 

3. Managed Quick Consults end-to-end - I was responsible for working with leadership to determine the team's quarterly goals, targets and roadmap.

4. Worked cross-functionally on go-to-market with sales, marketing and CX teams to rebrand the product, introduce a new pricing structure and acquire more users.

5. Conducted customer discovery, research and wrote product requirements. Took on interim design responsibilities, and guided the team to manage product releases. 

6. Worked closely with our Head of Patient Growth to create an experimentation backlog to test and validate new opportunities prior to investment.

1. Launched COVID-19 Vaccination product that helped millions of patients find and book a COVID-19 vaccination. Enabled thousands of GP clinics to efficiently manage vaccination volumes and patient appointments.

2. New market growth: Responsible for a company-wide objective to expand into new market segments.
- Launched our first freemium product to acquire new customers at low cost.
- Launched our first self-onboarded premium product for allied health customers to take online bookings.
- Grew patient search volumes for new markets through SEO and search improvements. 
- Drove major analytics improvements to gain rapid insights and conversion rates across the patient search-to-booking experience. These insights were critical to prioritise improvements to grow this business line’s ARR.

3. Managed product backlog of patient-facing app (iOS, Android) and website.

Assessed the impact of digital features, campaigns and content and worked across the business to action on these insights. After 4 months, I took on more responsibilities and managed content, digital marketing and social media strategies. 

Responsibilities & achievements: 
- Prioritised new website components and content to improve conversion, engagement and SEO.
- Managed website and app reporting: created dashboards to monitor performance for teams to meet targets. 
- Facilitated campaign, landing page and website tagging optimisations to streamline reporting and KPIs.  
- Facilitated stand-up, co-design sessions and QA. 
- Managed social media strategy, social media channels and paid media strategies with external agencies.
- Managed customer experience research and provided CX design subject-matter expertise.

Tools used: 
Adobe XD, JIRA, Confluence, Hotjar, Monsido, Google (Analytics, Data Studio, Tag Manager, Firebase), Facebook Ads Manager.

I managed a home buyer portal product backlog, expanding its focus to capture a new segment from conception, testing, release and optimisations. 

Key skills: Digital product management, customer experience strategy & execution, prioritisation, business analysis 

Responsibilities & achievements: 
- Conducted user testing and customer research to identify opportunities in the lending space. 
- Created low-fidelity prototypes and refined design with UX teams/agency.
- Prioritised features, created user stories and functional requirements.   
- Worked cross-functionally with delivery teams, internal stakeholders and agency. 
- Conducted user testing to improve content and website UX. 
- User acceptance testing for new app release.
- Developed in-house customer experience research process. 
- Developed customer journey maps and personas. 

Tools used: Adobe XD, Adobe Invision, Figma, Optimal Workshop (Tree Tests, Card Sort), JIRA, Confluence.

I executed the innovation roadmap focusing on uplifting the organisation's capability in product experimentation and human-centered design. 

Responsibilities & achievements: 
- Facilitated a cross-functional team of 10+ individuals to act as 'intrapreneurs', influencing the business to understand how customer insights and experimentation could work within business initiatives.
- Ran Lean Startup training. 
- Selected to mentor 5 university students on a design-thinking project, with the team successfully delivering tested prototypes and a business report for Bupa teams.

I prioritised customer problems and facilitated/worked in design sprints to improve customer and healthcare experiences as part of Bupa's Transformation activities:

Responsibilities & achievements: 
- Co-facilitated and participated in agile design sprints to understand problems and test solutions for better customer experience outcomes.
- Identified and scoped problems within customer experiences for business prioritisation. 
- Applied customer experience tools to understand current state health and care experiences.
- Encouraged human-centered design capability and ways of working internally.

Selected to hold 2 roles - Customer Strategy & Health System Strategy teams: 
1. Customer Strategy: I worked with cross-functional teams to execute customer-centric initiatives, drawing on Human-Centered Design principles and market, competitor and business analysis.

Responsibilities & achievements: 
- Influenced digital product roadmap by prioritising digital web portal and app features using qualitative and quantitative data analysis as well as stakeholder input. 
- Created business presentations and articulated customer experience opportunities by consolidating key insights, journey maps, and personas. 
- Embedded and applied customer-centric approaches such as human-centred design, customer journey mapping, and lean process tools to ensure targeted problem-solving.

Health System Strategy & Integration Team: I conducted significant research and analysis to influence the development of Bupa's health and care strategies, focusing teams on an objective for key healthcare focus areas. 

Responsibilities & achievements: 
- Supported a key focus area of Bupa's health and care strategy through market, competitor research, and customer journey mapping.
- Coordinated internal workshops, project management and internal communication for strategic initiatives involving multiple business units.

I brought the voice of the customer into strategy, delivery and ways of working through research and  customer experience design. 

1. Supported the creation of a customer segmentation and prioritization model.
2. Gathered and reported key insights on consumer and healthcare trends. 
3. Worked cross-functionally to support internal design thinking training and engagement to uplift organisational customer-centric capability.

I conducted market and competitor research in the FinTech industry.

Responsibilities & achievements: 
- Customer service, cash handling, and stock management.
- Trained new team members.
- Responded to customer enquiries.
- Undertook promotional activities to increase the retailer's brand awareness.

Claire Wong🇦🇺

About Claire Wong

Expertise

Sessions with Claire Wong