
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