Henry Hung

Built and piloted an agentic co-pilot with 500 relationship managers

• Product development: Reduced relationship-manager outreach preparation from 30 minutes to under 5 by developing a co-pilot that proactively plans customer engagement and drafts outreach messages, based on a need uncovered in 20+ user interviews
• Product tradeoff decisions: Increased suggestion acceptance by 30 percentage points by setting a confidence threshold and prioritizing relevance over suggestion frequency
• Business case sizing: Developed a business case projecting $35M in benefits from increased customer-facing time and lower administrative costs, securing C-suite funding to scale to 5,000 relationship managers

Prototyped an AI customer service agent targeting 1M+ customers

• Problem definition: Defined the product vision to reduce low-quality chatbot answers and human handoffs from the previous-generation product, grounded in insights from 20+ user interviews
• AI product optimization: Improved self-service resolution by 10 percentage points by building a targeted LLM evaluation framework to diagnose failure modes, then redesigning the query system with RAG and sub-agent routing
• Product roadmap: Identified 8 prioritized capabilities based on potential impact, technical feasibility and customer feedback; created an executive-endorsed multi-year roadmap

Recovered a four-month schedule delay in product modernization for a Fortune 100 company

• Agentic tool creation: Increased requirements development throughput >8X across 10+ product owners by building agentic tools converting legacy product documentation into epics and user stories
• Feature prioritization: Unblocked development by reprioritizing the roadmap, cutting the lowest-value 40% of planned features and resolving 30+ cross-functional blockers
• Data-driven decision-making: Reduced decision turnaround time from >20 days to 7 days by launching a real-time Tableau decision dashboard and defining 9 prioritization criteria

Revamped the customer journey for a financial services app, improving customer satisfaction by 10 percentage points

• Product delivery: Redesigned the onboarding flow and launched a personalized feed based on ideas from 10+ customer focus groups; developed requirements from scratch and led launch to 50,000+ users

Launched a customer acquisition program growing priority-segment revenue by 10%+

• Growth experimentation: Selected value propositions based on 10+ A/B tests, resulting in 3X conversion versus past campaigns