Wenlu Zhang
- Role
- Member Insights & Member Experience at Nea Member Benefits
- Location
- Washington, DC, US
- LinkedIn followers
- 500 followers
About Wenlu Zhang
Highly motivated and result-driven professional with broad experience in market research,…
Experience
Member Insights & Member Experience
Dec 2016 — Present
Lead qualitative and quantitative research, including CX journeys, voice of customer, focus groups, surveys, and brand valuations to gain actionable insights and accelerate customer centric transformation •Collaborate with senior management to develop market research roadmap and budget; establish methodologies, KPIs, and strategies for improving customer experience •Design and manage all research projects from inception to the end: Responsible for ensuring the overall successes of projects in a complex and highly ambiguous business environment •Review product portfolios, key customer personas, demographics, need states, and SWOT analysis to identify impactful areas of learnings and CX improvements •Synthesize market trends, insights and behavioral data to strategize CX solutions that significantly increase customer engagement and overall satisfaction •Share high-impact CX research learnings, analytical insights, and recommendations with stakeholders across multiple leadership levels and functions on a regular basis •Lead vendor partners to create research activities that answer key business questions and identify cost-saving opportunities in order to keep research costs within approved budget •Promote continued adoption of consumer-centric, insight-driven strategy throughout the organization by collaborating with cross-functional teams to identify priorities, resolve customer pain points, improve processes, and increase overall customer satisfaction
Skills
- Teamwork
- Marketing Strategy
- Business Development
- Data Analysis
- Opera
- Customer Service
- Strategic Planning
- Communication
- Organizational Leadership
- Leadership
- Market Research
- Competitive Analysis
- Negotiation
- International Business
- Social Media
- Microsoft Excel
- Time Management
- Beauty Industry
- Hospitality
- Analysis
- Communication Skills
- Hospitality Management
- Analytical Skills
- Team Leadership
- Project Management
- Hotel Management
- Pricing
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