Grace Chang
West Lafayette
Summary
Dynamic leader with a proven track record at Visible, driving customer experience innovations that achieved the highest NPS among Verizon brands. Expert in agile project management and cross-functional collaboration, I spearheaded award-winning product launches and enhanced digital platforms, leveraging data-driven insights to optimize user engagement and satisfaction.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Head of CX
Visible
01.2025 - 01.2026
- Led a team of 5 CX experience managers, developing products and covering end-to-end CX experiences from shop and buy, onboarding and activation, manage and pay, and care support tools.
- Led CX requirements and design of Visible Inner Circle, which was one of the major launches in 2025, hailed as an innovative alternative to family plan.
- Oversaw and guided team members on launching major products including selling Visible products at Best Buy stores and online, a first foray for Visible into physical stores and a major revamp of distribution retail sales.
- Continuous CX improvement and attention to reduce friction resulted in highest NPS among Verizon brands, Appstore rating improved to 4.6.
- A Verizon prepaid brand
Lead of Shop/Buy CX
Visible
08.2021 - 12.2024
- Led product and customer experiences for the shopping and buying journeys for Visible, a digital-only prepaid brand of Verizon. Worked with business owners to translate business requirements into CX requirements, with designers to design with attention to smooth customer experiences, and with engineering team on technical discussion, and managed end-to-end from concept to testing to launch.
- Awarded in August 2024 by JD Power for Best Purchase Experience among value wireless carriers, and first honor in this category for any Verizon brand.
- Launched products included new phone plans, promotion functionalities, phone trade-in program, and covered digital channels of web and apps.
- A Verizon prepaid brand
General Manager, Digital Platform Delivery and Operations
MTN
07.2020 - 06.2021
- Head of department, responsible for digital product strategy and roadmap, and delivery, operations and growth of digital platforms and products.
- Lead teams of 12 people to manage product backlogs, development and operations, manage vendors / partners / content providers and internal technical teams, monitor and analyze product conversion, improve SEO, and contribute to product marketing, campaigns, and commercial actions to grow the business.
- A leading mobile operator who is transforming itself from a traditional telecom operator to a digital operator
Consultant
MTN
05.2020 - 07.2020
- Program manager of super app, a 2-sided marketplace platform connecting 3rd-party service providers and consumers, defining its strategies, MVP, roadmap, and architecture.
Senior Manager of Product: Core and Broadband Services
MTN
06.2014 - 05.2019
- Led teams of 20+ people, consisting of Broadband & New Product Development, Customer Loyalty & Retention, and Product Lifecycle Management. Key focuses included product innovation and development, marketing, customer acquisition & retention, campaign management, and business operations of products and BSS systems.
- Product owner of the self-care mobile/web application, working with DevOps and UI/UX expert using agile scrum framework and Jira. Increased daily app users from 15K to 2.4 million, thanks to its richness of features, gamification, referral, and campaigns. The app was awarded the Best Self-Care App by MTN Group, and we documented best practices in a playbook that was shared with the rest of MTN Group.
- Launched first-in-market products such as personalized offers, loyalty program, referral, shared plans, build-your-own plan, TD-LTE, and micro-credit loan. Other major products include self-care app, web e-shop, payment / recharge, online auction (of round phone numbers), public Wi-Fi, modems, and bundled data packages.
Manager of Products & Services / Senior VAS Expert
RighTel
10.2012 - 06.2014
- Manager of product and service development for the consumer sector, including VAS and content services.
- Defined product roadmap and led a team of product managers to roll out first VAS services for the company: RBT, P2P credit transfer, Pay4Me, Friends & Family, voice mail, SMS and USSD portal, and voice conferencing.
Business Program Manager
HP
Taipei
01.2005 - 08.2006
- Managed HP's OpenCall telecommunication B2B software business in China, Taiwan, and Hong Kong, with focus on voice and video value-added services (VAS). Projects included interactive voice and video response (IVR / IVVR) portal, IMS, voice/video conferencing, ring-back-tone (RBT), voice/video mail, unified messaging, fax applications, and VoiceXML.
- Managed first IVR and voice-conferencing deal win of 2000 ports in China in the pre-sales and delivery stages.
- Regional representative to interface with R&D; responsibilities included negotiating product features and roadmap, contributing to product marketing collaterals, and sales and technical training.
- Worked with sales team to recruit and develop strategic partners on voice / video solutions and to structure deals by providing business and technical expertise, partner alliance, project resource planning, and roadmap commitments.
Technical Consultant
HP
Taipei
06.2003 - 12.2004
- Lead expert in HP's OpenCall Media Platform and its solutions on interactive voice and video VAS for the Asia-Pacific-Japan market, and was instrumental in helping sales team win several deals, including first ring-backtone (RBT) deal.
- Engaged in pre-sales activities such as training, customer-facing presentations, proof-of-concept demos, RFP/RFI, and technical help to partners. Projects included RBT, IVR, video, call center, voice conferencing, fax, VoiceXML, and IMS.
R&D Software Engineer
HP
Grenoble
07.2000 - 05.2003
- Software developer in the engineering team of HP OpenCall Media Platform (OCMP), a telecom platform providing connectivity and API for developing interactive voice and video applications. Designed and implemented the SS7/ISUP connectivity, high availability mechanisms, and web monitoring interface using Java and JavaScript.
Research Scientist
HP Labs
Palo Alto
10.1998 - 04.2000
- Researcher in Internet and Mobile Systems Lab. Filed one internal patent disclosure and published two conference papers.
- Researched on adaptive content delivery of rich media over Internet. Prototyped a smart web proxy to automatically transform content based on client device and network bandwidth using Apache server and Perl.
- Researched on Customized Internet Radio, dynamic content based on personal preferences, time, priority, and location.
Education
PhD, M.S. - Electrical Engineering - Communication - Signal Processing
University of California
Berkeley, CA, USAB.S. - Electrical Engineering and Computer Sciences
Massachusetts Institute of Technology (MIT)
USASkills
- Certified Scrum Product Owner
- Professional Scrum Master
- Team and product management
- Program oversight
- Jira and Confluence
- Figma design tools
- Google AI applications
- Quantum Metric analysis
- Spreadsheet proficiency
- Microsoft Office suite
- MySQL database management
- Machine learning expertise
- Python data science
- Google Analytics insights
- Business and marketing analytics
- Python, Matlab, Java, SQL coding
- Full-stack web development
- HTML, CSS, JavaScript skills
- Bootstrap framework knowledge
- Nodejs and React proficiency
- Django application development
- Curiosity and analytical skills
- Problem-solving abilities
- Writing and presentation skills
- Multi-cultural awareness
- Resourcefulness in design
- Customer experience strategy
- Agile project management skills
- Data-driven decision making ability
- Strategic thinking capabilities
- Cross-functional collaboration skills
Certification
- Certified Scrum Product Owner (CSPO)
- Professional Scrum Master I (PSM I)
Languages
- English (native)
- Chinese (native)
- French (intermediate)
- Farsi (intermediate)
Timeline
Head of CX
Visible
01.2025 - 01.2026
Lead of Shop/Buy CX
Visible
08.2021 - 12.2024
General Manager, Digital Platform Delivery and Operations
MTN
07.2020 - 06.2021
Consultant
MTN
05.2020 - 07.2020
Senior Manager of Product: Core and Broadband Services
MTN
06.2014 - 05.2019
Manager of Products & Services / Senior VAS Expert
RighTel
10.2012 - 06.2014
Business Program Manager
HP
01.2005 - 08.2006
Technical Consultant
HP
06.2003 - 12.2004
R&D Software Engineer
HP
07.2000 - 05.2003
Research Scientist
HP Labs
10.1998 - 04.2000
PhD, M.S. - Electrical Engineering - Communication - Signal Processing
University of California
B.S. - Electrical Engineering and Computer Sciences
Massachusetts Institute of Technology (MIT)