Experienced analyst and advisor/consultant with project and hands-on experiences in industries including travel, hospitality, retail, financial services, and information systems. Expertise in customer experience management and consumer insights in both US and Asia Pacific markets with extensive primary research skills. A quick learner, independent thinker, team player, and effective communicator with proven ability to achieve high quality
Experienced analyst and advisor/consultant with project and hands-on experiences in industries including travel, hospitality, retail, financial services, and information systems. Expertise in customer experience management and consumer insights in both US and Asia Pacific markets with extensive primary research skills. A quick learner, independent thinker, team player, and effective communicator with proven ability to achieve high quality results in fast-paced environments. Fluent in both Mandarin and Can- tonese Chinese. Accustomed to both Western and Eastern business environments.
User Experience Analyst @ I am part of the user experience design team under the Enterprise Infrastructure Group that continuously improves the usability of all digital interfaces at Fidelity Investments. I conduct user experience research and design studies with methodologies including expert reviews, customer journey mapping, focus groups, in-lab usability testing, card-sorting, and A/B testing. I work collaboratively with business and technology teams to make UX improvements based on insights found in UX studies. From September 2015 to Present (2 months) Boston, MassachusettsAnalyst, Customer Experience @ Responsible for report writing based on primary research that helped clients gain insights on the latest CX trends. Performed consulting projects leveraging Forrester’s thought leadership to help clients transform customer experience. Regularly answered inquiries to clients. Assisted in the sales process by pitching to senior executives. From 2014 to 2015 (1 year) Cambridge, MassachusettsResearcher, Asia Pacific, Customer Experience and Marketing @ Advised senior executives on Forrester’s China market initiatives. Wore multiple hats to help the APAC research team to hit the ground running. Responsible for report writing based on primary research that helped clients make informed strategic decisions. Managed research projects. From 2012 to 2014 (2 years) Cambridge, MassachusettsSenior Research Associate @ Assisted in research projects by summarizing interviews and presenting findings to analysts. Analyzed consumer data and produced presentations for client deliverables and event presentations. Fostered a positive and fun team culture by helping analyst get on board and organizing team activities. From 2011 to 2012 (1 year) Cambridge, MassachusettsGraduate Assistant @ A graduate assistant to a Project Management faculty. Independently performed research in understanding the cost and time overrun on one of the most high-profiled megaprojects in history. From 2008 to 2009 (1 year) Boston MAAnalyst Assistant @ A member of a high-performing global healthcare research team and assistant to one of the industry’s best buy-side analysts. Responsible for 1) assisting in research by maintaining financial models and databases for portfolios, and 2) coordinating the team’s activities and needs by multitasking for logistically intensive executive-level leaders in a detail-rich environment. From 2007 to 2008 (1 year) Boton, MATravel Agent @ Responsible for sales and customer relations at a customer-centric local travel agency that provide services to individuals and Harvard academic groups From 2004 to 2007 (3 years) Cambridge MARetail Network Planner (Intern) @ Hired for a network assessment project to survey and examine Shell and its competitors’ petrol stations in the Guangdong province for competitive analysis and to identify acquisition opportunities for network expansion From 2006 to 2006 (less than a year) Guangzhou, Guangdong, China
Masters of Science, Financial Economics @ Boston University From 2008 to 2010 Bachelors of Science, Management @ University of Massachusetts Boston From 2003 to 2007 Samantha Jaddou is skilled in: Market Research, Data Analysis, Strategy, Leadership, Quantitative Research, Research, Business Strategy, Statistics, Analytics, Qualitative Research, SPSS, Competitive Analysis, Segmentation, Research Design, Customer Insight, Marketing, Market Analysis, Survey Design, Report Writing, Customer Experience..., Customer Experience..., Customer Journey Mapping, Persona, Chinese Culture, China Business..., Usability Testing, Usability Labs