Pui Li
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Pui li

Pui Li

Head of Digital & Customer Experience

Seatel Group







Hi there! Let me introduce myself.

Someone who is passionate about solving problems and experiencing new things along the way.

My skillsets include
Data Science
Strategy Consulting
My Working Experience
Job def
Head of Digital & Customer Experience

Seatel Group

August 2018 - Current

Set up customer experience strategy
Build and manage mobile app and website channels
Build and coach a team of 4 to run and develop customer experience strategies across the company

Job def
Strategy Manager


August 2013 - July 2018

Has cross industry experience in Oil & Gas, Utilities, Media and Telecommunications sector, experience includes:

Outsourcing Business Model and Strategy
• New Business Model – Developed a contact center new business which includes outsourcing mix and new revenue stream
• Business Case Analysis – Conducted a 5-year financial justification of the new business model, identify market sizing of new revenue stream as an input to the business case

Customer Experience Strategy and Transformation
• Operating Model – Build and established a customer experience function including operating model, performance measures and knowledge building
• Diagnostic & Improvement Design – Data driven diagnostic and improvement design for prioritize customer journey / touchpoints
• Organization Performance Measurement – Identify CE measurements (NPS, CE impacting operational metrics) and build tool to monitor CE measurement

Digital Channel and Retail Strategy
• Digital Channel Design – Determined guiding principles and digital gaps accordance to customer needs
• Cross-Channel Mix Strategy – Developed channel mix strategy (both traditional and digital), design deflection strategies to shift customer behavior
• B2C Retail Workforce Strategy– Conducted analysis to optimized retail processes and workforce productivity

Talent and Workforce Strategy
• Organization Strategy – Designed future organization state and operating model for expanded service portfolio and digital management
• Training Strategy – Designed training method and measures, streamlined onboarding process and improve training effectiveness

Shared Service Operating Model Design
• Operating Model – Developed cross-country HR shared service operating model including service model, organization model and structure
• Chargeback Model – Determine shared service cost structure and chargeback / pricing model

My Education
Bachelor of Commerce

University of New South Wales

April 2008 - September 2011

Who I can help mentor
  • Students
  • Entrepreneurs
  • Working Professionals
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