Florence Lau

Background

About Florence Lau

A dedicated and results-driven Senior Strategic Insights/Research/Analytics Leader (Customer, Market & Business Intelligence) with twenty years of experience across research/analysis, insights generation and consulting in various industries, I have a highly successful background in delivering impactful insights to identify new business and continuous improvement opportunities to enhance customer experience and overall business performance by using both quantitative and qualitative methods and disciplines. My expertise includes but not limited to customer experience (NPS, Voice of customer & complaints), root cause analysis, business reporting and HR metrics, market/customer segmentation, translating complex data into actionable insights, research/analysis across economies, markets, industries and customers, develop fact based market attractiveness and threat assessments, conduct market sizing exercise, supply/demand forecasting, geographical, PESTEL (political, economic, social, technological, environmental and legal), business performance impacts and Porter’s 5 forces analysis.Build the ‘Big Picture’ of internal and external business environment by gathering, distilling and analysing complex data from multiple sources into actionable insights, including operational, sales & customers and various market analysis e.g. economic & industry, geographic & demographic, market sizing and attractiveness, competitors and market shares, products and pricing etc. Linking customer experience data with performance, sentiment, employee engagement and other business data to diagnose opportunities and predict performance.