Atiqah Hidayu Abd Majid

Lead and deliver UIUX journey design for revenue growth and collection for myunifi App and unifi Selfcare Portal.

• Ensure the work done in helping business in reaching their goal
• Creating user-centered designs by understanding business
  requirements and user feedback
• Creating user flows, wireframes, prototypes, and mockups
• Conducting usability testing
• Improved TNPS score for unifi selfcare and myunifi app UIUX designs
• Conducted in-depth interview to gather data in helping to make a data-driven decision
• Certified User Analyst from Human Factors International
• Member of innovation team deliver new ideas for digital services
  improvement plan

Catalyst role in TM’s Digital Transformation together to drive process

simplification and digital automation across TM Group.

• Developed framework for Digital Working Experience (DWX) which contributed to TM's Work-from-Home or FlexiSpace Policy
• As part of team that explored service and process improvements via Agile methodology

Lead, plan & engage directly with customer. Developed UIUX prototype for HR Key Happiness Index mobile application

• Collaborated & developed sketch for project improvement and redesign via Design Thinking approach
• Developed personas via Design Thinking
• Work with agency and organized one-day Design Thinking onboarding
  event for 1,200 TM employees

Responsible for human centered design initiatives, continuous engagement & iteration with customers and the catalyst for Design Thinking

• Design Thinking practitioner catalyst in innovations of new ideas
  solutions
• Empathized more than 100 panelists that contributed feedbacks to
  more than 9 projects in a year
• Established Customer Excellence Community (CEC) with more than
  200 members of consumer and SME for Human Centered Design
• Cost savings of more than RM2mil in year 2016 via TM CEC
  recruitments
• Completed Design Thinking knowledge sharing with top leaders
• Developed 3 videos and 1 handbook for Human Centered Design

Manager for the customer experience improvement for TM sales channels of consumer and SME via Net Promoter Score (NPS) and catalyst for Design Thinking and TM Customer Excellence Community

• Established platform of SMS 62100 for Net Promoter Score and established NPS New Commission Scheme platform for TM sales & agents
• Established NPS dashboard for TM Sales, Call Center and 3rd Party Agents
• Improvement score of +40 in NPS for TM Outbound Call Center & +60 in NPS for TM Outlet and 3rd party agents

Responsible to plan and manage TM IPVPN Network, service routers’ installations and maintenance, project management, VPN circuits migrations.

• Team lead for special taskforce to migrate TM circuit’s inventory system to a new platform.
• Assetized CAPEX for more than RM10mil in a year for IPVPN Network
• Migrate more than 6k IPVPN circuits from legacy to IPcore in a year
• Lead and collaborated with critical stakeholders across organization;
  from IT, Network and Business for TM circuit’s data migration within one year