Luzanne Chong is the Head of Customer Experience at FWD, responsible for building and sustaining a customer-led organisational culture. She manages the end-to-end customer experience across all products, services and touchpoints. Luzanne also oversees the direct-to-consumer website user experience (UX) and user interface (UI) design, customer research, insights and analytics, artificial intelligence (AI) chatbot, customer communications and the call centre. Prior to joining FWD, Luzanne spent twelve years at DBS across functions including call centre management, operations standardisation and customer experience regionally.
Luzanne is a graduate of Nanyang Technological University (NTU), with a Bachelor’s Degree in Business majoring in Banking and Finance.