Zixuan Zhang
@zixuanzhang
Customer-experience focused technical support leader with product design and cross-cultural team management expertise.
ChinaWhat I'm looking for
I am a customer-experience driven technical support and after-sales leader with a Master's in Applied Linguistics and multi-year experience in HR technology and language-product design. I combine product thinking, user insight and technical collaboration to deliver measurable improvements in NPS, CSAT and resolution times.
At SHL I built and led a cross-functional Asia team of 10, consistently achieving KPIs and top global customer experience metrics (NPS 80+/CSAT 98+/CES 98+), reduced major-issue resolution to under four hours, and managed scaled delivery for large assessment projects with zero complaints.
In language-product roles I designed CEFR-based course systems and AI-enabled learning features, improved repurchase rates and reduced complaint rates, and led localization and requirements transformation with tangible quality and speed gains.
Experience
Work history, roles, and key accomplishments
Customer Experience Team Leader
SHL Talent Assessment
Feb 2022 - Jan 2025 (2 years 11 months)
Led a cross-functional APAC support team of 10, achieved 100% KPI attainment for two years and top global CX metrics (NPS 80+/CSAT 98+/CES 98+); reduced major-issue resolution time to under 4 hours and delivered large-scale assessments (10,000+) with zero complaints.
Product Designer - Language
Super Lingo
Aug 2021 - Jan 2022 (5 months)
Designed a CEFR-based 0–1 graded course system (300+ courses) and led AI situational dialogue features, increasing repurchase rate 25% and reducing pronunciation-correction complaints 18%.
Education
Degrees, certifications, and relevant coursework
Nanyang Technological University
Master of Arts, Applied Linguistics
2020 - 2021
Completed a Master of Arts in Applied Linguistics focused on applied language studies and research from January 2020 to July 2021.
China University of Geosciences (Beijing)
Bachelor of Arts, English
2015 - 2019
Completed a Bachelor of Arts in English with coursework in English language and related studies from September 2015 to June 2019.
Availability
Location
ChinaAuthorized to work in
Job categories
Skills
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