Chen Chen

Led the UX strategy for a generative-AI customer service platform, collaborating with machine-learning engineers to integrate large-language-model retrieval into agent workflows, resulting in a 20% efficiency improvement for customer service agents. Directed UX efforts for an AI-driven and IoT platform across 32 commercial and industrial buildings supporting Singapore's smart city initiatives, achieving a 145% year-over-year increase in daily active users and boosting user engagement by 24.3%. Drove over $8 million in new and renewal contract wins with compelling UX solutions. Built and scaled a design system adopted by 4 product squads, reducing design-development inconsistencies by 50% and accelerating release velocity. Mentored senior designers and aligned cross-functional teams on AI roadmaps and sprint priorities for sustainability tools.

Led the UX strategy for a generative-AI customer service platform, collaborating with machine-learning engineers to integrate large-language-model retrieval that improved agent efficiency by 20%. Led UX for the AI-driven IoT platform GET across 32 buildings in Singapore, achieving a 145% year-over-year increase in daily active users and a 24.3% boost in user engagement. Designed compelling, data-driven UX solutions contributing to $8M+ in new and renewal contracts. Built and scaled a design system adopted by 4 product squads, reducing inconsistencies by 50% and accelerating release velocity. Mentored senior designers and aligned cross-functional stakeholders on AI roadmaps and sprint priorities focused on sustainability dashboards, alerts, and reporting tools.

Spearheaded multiple AI initiatives including an AI chatbot, intelligent medicine-reminder feature, and AI personal health-doctor assistant, partnering with data scientists to leverage predictive analytics. Led end-to-end UX improvements including homepage revamp and product flow, achieving a 14.4% increase in monthly transacting users. Facilitated design sprints and agile rituals, mentored designers on data-driven methods, and conducted usability testing across Indonesia and Thailand to identify pain points.