Nguyen Huong Giang

Associate Director, Customer & Operations Consulting Services

KPMG in Vietnam

Ms. Nguyen Huong Giang has over 14 years of experience in the financial sector, specializing in Customer Experience (CX) Management, Project Management, Product Development, and Organizational Improvement. She has led multiple CX transformation projects across banking, insurance, and utility sectors, focusing on CX maturity assessment, journey redesign, and KPI alignment.

Her expertise includes CX strategy and roadmap design, KPI frameworks linked to CX standards, customer journey mapping, hierarchy management for sales networks, and market research to identify customer needs and improve service delivery. She has successfully managed cross-functional teams to deliver measurable business impact, including improved customer satisfaction, enhanced operational efficiency, and stronger customer engagement.