Gwendolin Tan
LinkedIn | [email protected] | (65) 9220 8692 | www.gwendolintan.com
Personal Profile
Product Manager with 10+ years of experience in requirements and data analysis, strategy, solutions design, product feature development, and end-to-end project delivery. A self-starter who has implemented proofs-of-concept, conducted competitor analysis, and shaped the customer experience through data-driven features and UX. Skill set encompasses features built for diverse product categories, including SaaS, B2C, e-commerce, AI/ML and GenAI. Fluent in both English and fair in Business Chinese.
Core Competencies
GenAI • Arize AI • ML Lifecycle • Agile • Scrum • Product backlog management • Design thinking • Project management • JIRA • Confluence • SQL • Figma • Python • Excel • Microsoft Office
Work Experience
FWD Insurance Pte. Ltd.
Senior Product Manager, Group Digital Platforms | Singapore | July 2025 – Present
Product Manager, Group Digital Platforms | Singapore | June 2024 – June 2025
- Drove agent assistant adoption, with high adopters achieving 12% higher APE and 40% more cases than low adopters.
- Spearheaded automation of data and tagging workflows, reducing manual effort by 1 day per request and accelerating insights by up to 2 days through GPT-powered analysis.
- Improved the company’s agentic generative AI chatbot accuracy by 20% through new features and performance optimisations.
- Drove 2% increase in adoption via agent interviews, iterative improvements, and promotions.
- Improved avatar UX for a C-level event by refining prompts and testing scenarios, leading to positive stakeholder feedback.
- Scaled adoption of GenAI agent assistants in 4 strategic markets, delivering all go-lives on time.
- Partnered with engineering team to monitor and troubleshoot AI models using Arize AI.
Lazada
Manager, Product Management | Singapore | October 2023 – January 2024
Manager, Project / Program Management | Singapore | May 2023 – October 2023
Senior Associate, Regional AI Business Product Owner | Singapore | June 2021 – April 2023
- Led cross-functional product strategy, propelling chatbot utilization by 7%, resolution rate by 20%, and response rate by 10%.
- Boosted case management usage by 300% (buyer) and 1600% (seller) through key feature launches.
- Launched 2 GenAI features and crafted the prompts, resulting in 20% less dissatisfaction in the replies.
- Championed the adoption of 3rd party automation tool boosting automatic review reply rate by 50%.
- Launched inaugural internal dashboards to enable data-driven impact analysis, monitoring key metrics, and derive insights.
- Coordinated with data science and engineering teams on the model training, tuning and deployment of ML models.
Amadeus GDS Singapore Pte. Ltd.
Technical Product Owner | Singapore | August 2019 – May 2021
- Designed key features and UI enhancements for 3 modules of our SaaS-based Airport Management Suite (AMS).
- Convinced the global senior management team on the merits of the above-mentioned redesign.
- Spearheaded functional integration between AMS and our firm’s best-selling solution.
- Championed for consistency in UI and technical implementations across the 3 modules.
- Expedited the design, implementation, and testing of a new requirement to production within 2 weeks.
Atos Information Technology (Singapore) Pte. Ltd.
Business Analyst | Singapore | June 2015 – July 2019
- Delivered cross-functional full life cycle content management applications for 2 government agencies, one 3 months ahead.
- Owned execution of above-mentioned projects from design, implementation, build, testing, and training.
- Analyzed and generated reports from SQL database to troubleshoot issues.
- Communicated and delivered key enhancements to deliveries based on user feedback within 1-2 weeks.
Education
Singapore Management University
Bachelor of Science (Information Systems Management) | August 2012 - May 2015
Second Major in Operations Management
Awards and Certifications
- HFI UX 1 – Usability Engineering Course | February 2021
- Certified Scrum Product Owner (CSPO) | December 2020
- ICAgile Certified Professional – Agile Team Facilitation | December 2020
- Certified Scrum Master (CSM) | May 2019
- NICF – Data Storytelling (SF) | April 2019
- DS102: Data Analytics with Python | April 2019
- Tableau Desktop I & II: Fundamentals | July 2018
- NICF Predictive Analytics – Insights of Trends and Irregularities | September 2018