Emily Xu

Analytical and resourceful professional with a proven ability to bridge data insights with business strategy and drive data-driven initiatives that aligns with organizational goals. Leverages expertise in data and intelligence related products to enhance processes and optimize outcomes. A collaborative leader committed to exceeding expectations and delivering impactful results.

Senior Product Manager – Vantage Position Optimization - ClearBlue Markets - Toronto, ON

(2024-01)

• Strategic Product Leadership: Drive bold product vision and roadmap development for innovative carbon market solutions, aligning with ClearBlue's mission to accelerate global Net Zero goals and environmental impact
• Technical and Engineering Leadership: Lead a cross-functional engineering and UI/UX squad through the full software development lifecycle (SDLC), from ideation and design to development, testing, and successful launch—ensuring simplicity, scalability, and outstanding user experience in fast-paced startup environment
• Performance Measurement & Stakeholder Navigation: Define and track key performance indicators (KPIs) to evaluate product success, conduct post-launch analysis for continuous improvement, and collaborate closely with a diverse network of internal stakeholders to align product strategies with business goals and drive innovation

Product Manager – Data Science, Digital and Enterprise Fraud Owner - Aviva Canada - Toronto, ON

(2021-01 - 2024-01)

• Technical Agile PM: Own OKRs, product vision and product roadmap for 2 Data Science product squads which includes writing technical stories for a team of engineers and overseeing the scrum ceremonies for agile product management. Led the communication between data, engineering, business, and IT teams to design and deliver solutions
• API Build: Launched API products for digital experience teams to validate policy fraud risks based on rules and appropriate risk thresholds. Effectively reducing 9% of deemed high risk individuals from digitally purchasing an insurance policy
• Integration of 3rd Party Data: Spearheaded the integration of 3rd party external data into the existing data framework and pipeline by working closely with IT, Data Infrastructure, Data Governance, Architecture and Data Engineers
• Machine Learning Model: Strategically governed the research, design and release of a fraud detection model leveraging multiple machine learning algorithms (i.e .decision tree, random forest). This results in a true fraud rate of 9% and a lift of 21x

Program Manager – Data and Analytics Lead, Move Journey Owner - Bell Canada (BCE) - Toronto, ON

(2019-01 - 2021-01)

• Program Management: Launched a comprehensive $4M program that improved the customer experience of consumers moving their Bell services to a new residence by determining gaps across the move journey and collaborating with stakeholders to introduce new customer engagements and milestones; efforts led to exceeding expectations based on survey scores, an increased willingness to promote Bell and a decrease in customer calls
• Product Vision and Road-mapping: Leveraged agile methodologies to manage a key program that focuses on advancing Bell's internal processes to address shifts in emerging customer trends and executing on initiatives that directly influence Bell's bottom line by $86.4M over 5 years
• Stakeholder and Resource Management: Led and oversaw work streams with a hybrid approach of agile and waterfall methodologies with different cross functional stakeholders who primed various aspects of the customer journey including BI, Campaigns, Reporting, IT, Work force, Business Process, Operations, Marketing and Corporate
• Analytics and Insights: Used consumer behaviour data patterns to optimize and design personalized consumer journeys including a dedicated call centre queue, campaign touchpoints and conflict resolution tactics.
• Data Engineering and Design: Designed and constructed a data model that streamlines elements of data and standardized how they correlate for effective downstream execution of dependencies (ie. targeting and reporting)

Project Manager – Reporting and Strategic Lead, Business Intelligence - Bell Canada (BCE) - Toronto, ON

(2018-01 - 2019-01)

• Project Overhaul, New Process Introduction: Managed Bell's Multileg (multi-transfer calls) portfolio by driving the success of a $6M capital project that created a new breed of 'super agents' or case managers to intercept complicated calls based on algorithms built through business cases and AI models. Proactively reduced call volume by a total of 188.5K calls in 2019, with an OPEX savings of $1.13M – exceeding annual targets by 11%
• Operational and Cost Optimizations: Achieved operational efficiencies that reduced the volume and duration of calls that are transferred between agents by analyzing various agent and customer metrics to determine the optimal thresholds and resources required for a case manager to intervene and resolve the customer's concern. Efforts led to a streamlined call escalation process, reduction of 26K inter-agent transfers, and OPEX savings of $227K

Business Intelligence Analyst – Marketing Insights - Bell Canada (BCE) - Toronto, ON

(2017-01 - 2018-01)

• Led end-to-end campaign analytics and dashboards, optimizing integrated marketing strategies and pricing initiatives

Data Project Prime – Model Migration - Bell Canada (BCE) - Toronto, ON

(2016-01 - 2017-01)

• Delivered an enterprise data model migration by prioritizing projects for maximum impact and improving delivery efficiency

Developer – Marketing and Loyalty Campaigns - Bell Canada (BCE) - Toronto, ON

(2015-01 - 2016-01)

• Developed and executed loyalty campaigns; combined marketing planning cycles with behavioral insights to launch initiatives

Economics and Research Analyst – Risk and Underwriting - Green Shield Canada - Toronto, ON

(2014-01 - 2015-01)

Certificate - Product Management for AI and ML - ELTVR

Bachelor's of Commerce, Honours - Economics and Statistics - Ryerson University