Tu Anh Nguyen

Hello,

I’m Tu Anh, with 13 years of experience in research and transforming customer insights into actionable strategies. Currently, I serve as Head of Customer Experience at Giao Hàng Nhanh (GHN), Vietnam.

With experience in various positions and management of both Qualitative and Quantitative Research projects, I started building a new Customer Experience (CX) team for Giao Hang Nhanh from the end of 2020 to 2023. The CX team delivers an improved customer experience at each touchpoint. We’ve tracked customer voice, provided recommendations for business 360-degree improvements, and participated in innovation projects to enhance the customer experience. I also established a Social community management branch - managing and dealing with social crises and building a strong brand image on social for that purpose.

With an endeavor to continue turning insights into business success, I started a new role in two new functions: Operational Quality Optimization (OQO), and Business Excellence (BE) in 2023 and 2024. I had nearly 1.5 years to leverage my knowledge of e-logistics customers to be a part of business transformation.

Since 2025, I have come back and worked as Head of Customer Experience. I have spearheaded the Insight 2 Solve It initiative - restructuring the Customer Experience Department into highly specialized functional branches. Not only discover traditional insights, but also step by step use the advantage of modern tools to transform insights, and build a foundation to solve pain points at key customer touchpoints.

I seek to become part of a professional community such as the Customer Experience Professionals Association (CXPA), where I can exchange knowledge and best practices with industry peers. Through continuous learning and collaboration, I aim to strengthen my expertise and help embed Customer Experience (CX) as a core driver of sustainable business growth.

Kind regards,