Angel P.Y. Tang
Sutton,United Kingdom
Summary
- Analytics professional with 10+ years of experience translating complex data into actionable insights to address critical business challenges.
- Skilled at developing and implementing advanced data science solutions—such as Offline Sales Optimization and Next Best Offer models—significantly enhancing operational and marketing efficiency.
- Led the design and deployment of a Voice of the Customer (VoC) data model, leveraging SQL, Python, and language models to swiftly identify and resolve customer issues, resulting in optimized business outcomes.
- With a strong analytical mindset, proven business acumen, and over four years of experience mentoring junior analysts on technical best practices and problem-solving methodologies.
- Proficient in Python, SQL, and Tableau, passionate about driving innovation and elevating business performance through data-driven insights.
Overview
15
15
years of professional experience
8
8
years of post-secondary education
Work History
Senior Customer Insight Analyst
Viator Limited
London
10.2022 - Current
- Analyzed, developed, and implemented Voice of the Customer data model using SQL, Python, and language models to quickly identify and address customer issues, resulting in optimized business outcomes and enhanced customer experiences. (Improvement in conversation rate >2%)
- Monitored and evaluated Customer Satisfaction (CSAT) and Customer Effort Score (CES) metrics using SQL and Tableau dashboards, driving greater customer-centricity and improved customer support (CS) efficiency (Saving on CS cost > USD$300K)
- Led an offline sales optimization project by optimising contacting CS links on the website and analyzing conversion rates and revenue per booking across multiple channels. Utilized SQL, Tableau, and stakeholder management to deliver measurable improvements in conversions and revenue. (Improvement in revenue per booking > 13%)
Data Science Manager
AXA
Hong Kong
01.2019 - 04.2021
- Implement and in charge of the Next Best Offer (NBO) project: recommendations for all customers using deep learning
- Implement Fraud Detection on outpatient claims by analysing doctor and patient network
- Apply predictive models in marketing campaigns; improve response rate from < 2% to 5.5%
- Prepare dashboard using Tableau and present analytical findings and convey insights with actionable business recommendations to stakeholders
- Language/Software used: SAS, Python, Tableau
Customer Analytics Manager
FWD Insurance Co. Ltd
Hong Kong
04.2017 - 01.2019
- Responsible for customer segmentation and profiling, predict customer buying trends by developing propensity models, and present them to stakeholders (marketing, customer experience, and channel teams)
- Formulate business metrics for management use
- Translate business needs to technical requirements to IT, and make sure the definition of the data is aligned in both business and technical perspective
- Provide consumer insight to the product development team to identify marketing opportunities
- Highly involved in data strategy project and cooperate with IT to develop Insurtech initiatives
- Language/Software used: SAS, Python, Tableau
Assistant Manager, Customer Value Management
Cigna Worldwide Life Insurance Co. Ltd.
Hong Kong
03.2016 - 01.2017
- Applied advanced analytic technique to develop and deploy propensity-to-buy models, next best offer, customer segmentation
- Monitored model performance and conduct pre & post-launch analysis to evaluate campaign effectiveness
- Translated data into specific and effective recommendations and plans for campaign strategy
- Ad-hoc analytics projects to support management strategic decisions
- Language/Software used: SAS
Senior Data Analyst
MRM//McCANN
Hong Kong
12.2014 - 03.2016
- Developed predictive models to forecast sales by utilizing CRM, economic, and web analytics data
- Managed the automation of Lead Scoring and Segmentation Model across APAC
- Formulated business dashboards and improve data visualization using Tableau
- Language/Software used: R, SAS, Tableau
- Account served: Google, Estee Lauder Companies (Brand includes Estee Lauder, La Mer, Bobbi Brown, MAC), General Motors
Senior Research Executive
Ipsos
Hong Kong
10.2012 - 11.2013
- Managed multi-country research projects, provided data analysis and presented research result with insight
- Improved customer loyalty by understanding satisfaction level and perception towards the brands in relations to customers' actual buying behavior
- Applied statistical analyses using SPSS like regression, correlation and conjoint analysis
- Account served: BMW, Mercedes Benz, Ricoh Global, Maxim
Senior Analyst, Consumer Research
The Nielsen Company
Hong Kong
02.2012 - 09.2012
- Analyzed brand strength through brand funnel and brand equity test in relations to the trends and marketing activities held
- Coordinated with internal teams to ensure good quality of data
- Account served: Pizza Hut, KFC, Watsons, The Pepsi Company
Research Executive
Acorn Marketing and Research Consultants
Hong Kong
01.2010 - 01.2012
- Performed customer segmentation and identified characteristics of each customer segments
- Involved in several brand tracking studies by analyzing timely and continuous data
- Optimized data visualization in reporting
- Coordinated with internal teams to ensure good quality of data
- Project Experience: Segmentation Model for HK Disneyland: Identified consumer segments in BJ, SH and HK and tracked their behavior and preference
- Optimal Pricing Model and Adaption Test for Kagome - Japanese brand for fruit juice: Investigate the best pricing for their new fruit juice in HK market
- Account served: HK Disneyland, SCB, Kagome, DBS, Ikea
Education
Bachelor of Engineering - Computer Science
Hong Kong University of Science and Technology
09.2004 - 06.2007
Certificate in Neural Networks and Deep Learning - undefined
deeplearning.ai
01.2019 - 12.2019
Certificate in Computing for Data Analysis - Python
Georgia Institute of Technology
01.2017 - 12.2017
SAS Certified Base Programmer for SAS 9 - undefined
SAS
01.2016 - 12.2016
Certificate in Data Science - undefined
Massachusetts Institute of Technology (MIT)
01.2016 - 12.2016
Certificate in R Programming - undefined
Johns Hopkins University and Coursera
01.2015 - 12.2015
Certificate in Tackling the Challenges of Big Data - undefined
Professional Education, Massachusetts Institute of Technology (MIT)
01.2015 - 12.2015
Skills
Python, SQL, Big Query, Roberta, Facebook Prophet, Propensity models, Tableau
Timeline
Senior Customer Insight Analyst
Viator Limited
10.2022 - Current
Data Science Manager
AXA
01.2019 - 04.2021
Certificate in Neural Networks and Deep Learning - undefined
deeplearning.ai
01.2019 - 12.2019
Customer Analytics Manager
FWD Insurance Co. Ltd
04.2017 - 01.2019
Certificate in Computing for Data Analysis - Python
Georgia Institute of Technology
01.2017 - 12.2017
Assistant Manager, Customer Value Management
Cigna Worldwide Life Insurance Co. Ltd.
03.2016 - 01.2017
SAS Certified Base Programmer for SAS 9 - undefined
SAS
01.2016 - 12.2016
Certificate in Data Science - undefined
Massachusetts Institute of Technology (MIT)
01.2016 - 12.2016
Certificate in R Programming - undefined
Johns Hopkins University and Coursera
01.2015 - 12.2015
Certificate in Tackling the Challenges of Big Data - undefined
Professional Education, Massachusetts Institute of Technology (MIT)
01.2015 - 12.2015
Senior Data Analyst
MRM//McCANN
12.2014 - 03.2016
Senior Research Executive
Ipsos
10.2012 - 11.2013
Senior Analyst, Consumer Research
The Nielsen Company
02.2012 - 09.2012
Research Executive
Acorn Marketing and Research Consultants
01.2010 - 01.2012
Bachelor of Engineering - Computer Science
Hong Kong University of Science and Technology
09.2004 - 06.2007
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