Head of Research, Customer Experience
+17 year(s) experience
Additionally, Suraya oversees the Digital Banking Hub, the live user experience data platform that allows clients to track and analyze competitors’ features and functionalities. She also leads product ideation based on the team’s insights and client consulting work, as well as manages the product development and initial implementation.
Previously, Suraya headed financial services customer experience research in leading market research firms, working with global banks, investment firms, insurers and regulators, gaining insight into consumer behavior across the world. She specialized in mobile payments, creating a global mobile payments consumer segmentation covering over 20 countries.
Suraya has pursued international client work, from Europe to the U.S. to the Middle East, building on the multi-ethnic influences she knew as a native of Malaysia raised in Potomac, Md. Outside work, she injects visual creativity into everyday tasks—whether baking, cooking, or helping her sons with homework projects—turning ordinary household scenes into aesthetic marvels.
“I love figuring out what makes financial consumers tick and how to translate their needs into digital platform services. Does this benefit make sense? Is this feature user-friendly? I enjoy embodying the voice of the customer for every client I work with.”