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Jin Wan

Client Experience Manager

Fisher Funds

Jin Wan champions a collaborative, human-centred client experience design practice at Fisher Funds, one of New Zealand's largest specialist investment managers with over 500,000 clients across KiwiSaver and Managed Funds. His experience across product management, marketing management, human-centred design, voice of the customer, change management and channel marketing, gives him a broad strategic mindset in executing meaningful client experiences that aligns with business objectives. Jin has worked across a wide range of industries including dairy, freight & logistics, telecommunications, education, entertainment, music, event management, distribution, forestry and academia.

SESSIONS

Day 1

11:45

Interactive Breakout Sessions  

Breakout A: Leveraging Unsolicited Feedback to Drive CX Improvements

  • Melanie Disse, CX Specialist


Breakout B: Fostering a Culture of Collaboration to Improve the Customer Experience

  • Jin Wan, Client Experience Manager, Fisher Funds


Breakout C: How to Utilise Customer Buying Behaviour to Enable the Business

  • Bridget McNeill, Head of Customer Journeys & Experience, Sky New Zealand

Day 2

2:45

Panel: Cultivating Customer-Centric Excellence: Overcoming Challenges, Aligning Strategies, and Leadership Impact

  • Instilling challenges and best practices to foster a culture centred around exceeding customer expectations

  • Aligning strategies for internal workflows and structures to prioritise customer needs and deliver exceptional experiences

  • How leadership roles can drive cultural transformation towards more customer-centric culture and continuous improvements


Moderator: Jin Wan, Client Experience Manager, Fisher Funds

Prashant Bakshi, Chief Customer Officer, New Zealand Qualifications Authority

Moa Haar-Simmonds, GM - Service Operations, Mercury NZ

Rhonda Rehman, GM, Member Services, Chartered Accountants Australia & New Zealand

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