Xavier Goh

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XAVIER GOH MID TERM PRESENTATION — MY NOC EXPERIENCE

MY NOC EXPERIENCE 1. INTERNSHIP a. b. c. d. CoverHound & CyberPolicy My Responsibilities My Day-to-Day Duties Projects/Milestones 2. ENTREPRENEURIAL DEVELOPMENT a. Pitch Globally Shark Tank Style @ Reed Smith, Palo Alto b. ProductTank Conference @ Thumbtack, San Francisco c. Fireside Chat with Carousell Co-founder(s) @ BLOCK71, San Francisco 3. REFLECTION

INTERNSHIP EXPERIENCE

COVERHOUND CoverHound was Founded in 2010 by Basil Enan The company started as an online auto insurance marketplace aimed at providing customers with auto insurance quotes. CoverHound is now a recognised insurance technology leader in Property & Casualty (P&C) Insurance. CoverHound services two product lines — Personal Lines, for individuals and Commercial Lines, for Small and Medium Business (SMB) owners.

WEB APPLICATION Online Bind via Web Application Offline Purchase via Agency

VALUE PROPOSITION Fast, Accurate & Actionable Trusted Advisor for Curated Choice To meet the demands of today’s digital savvy shoppers To meet the complex demands of today’s insurance shoppers High Net Promoter Score (NPS) CoverHound's #1 KPI

CYBERPOLICY CyberPolicy was founded in 2016 by Keith Moore, current CEO of CoverHound and CyberPolicy Cyberpolicy is a subsidiary company that leverages on CoverHound’s digital marketplace platform to provide SMBs with cybersecurity options (Cyber Lines) Cyberpolicy is a pioneer in providing bundled cybersecurity options to SMBs online CyberPolicy has been helping SMBs obtain comprehensive information on protecting against cybersecurity risks and advocating cyber insurance.

PRODUCT INTERN MY RESPONSIBILITIES 1 Support product development for small business areas in research, designing specifications, developing and testing, etc. 2 Assist in developing, designing and implementing key performance indicators for the product. 3 Create reports to analyse the overall effectiveness of the company’s sales process.

WHAT IS REQUIRED OF MY JOB PRODUCT KNOWLEWDGE TECHNICAL SKILLSET PRODUCT INTERN AT COVERHOUND COMMUNICATION

DAY-TO-DAY TASKS HANDLING REPORTING REQUESTS Receive & Understand Report Request Identify what Information is Required and where it is stored Utilise Existing/Build New Dataset or Dataflow Build Report Review & Make Changes (if necessary)

WHAT I’VE DONE – AN OVERVIEW Built/Updated/Reviewed Handled Maintained & Updated Report Cards reporting requests Datasets/Dataflows 300 150 100 Built Found/Ticketed Datasets/Dataflows Bugs 50 30

REQUIRED WORKING KNOWLEDGE Understanding Consumer Journey MARKETING (e.g. Advertisement Campaigns) LANDING PAGE Economic Analysis of Advertising Efforts # of Commercial Hits? Hit-to-Lead Conversion? Ad Spend? IN-APPLICATION FLOW SELECTION/PURCHASE User Flow Tracking Source/Brand? Bounce Rate? Simplified Consumer Decision Tree Lead Time Value (LTV) / Customer Acquisition Cost (CAC) RETENTION

REQUIRED WORKING KNOWLEDGE Understanding Product Operations Online Application Flow Offline Agency Workflow Customer Profile Agency Performance Application Performance Client Status Consumer Selection Behaviour Work Force Management

WHAT I WORK WITH Data Source/Extraction Languages SequelPro (Commercial, Cyber, Personal Lines) MySQL (Structured Query Language) PostGreSQL Visual Basic (VB) Postico (Segment Data — Online Hit Information) Google Sheets Data Cleaning Data Visualisation/Reporting/Analysis Progress Tracking In-Query Microsoft Excel DOMO (4,000 Cards, 700 Datasets/Dataflows) Microsoft Excel Google Sheets PivotalTracker

KEY SKILLS & CHALLENGES § Be Extremely Familiar with Database and Data Entity Relationships (one-to-one / one-to-many / many-to-many) § Be Familiar with Existing Dataset/Dataflows § Be Familiar with Data Warehouse Processes (ETL) § Be Meticulous in Reporting Data § Understand Request (Need to clarify – the right questions to ask) § Understand Metric & Expected Outcome § Understand Operations & Product § Make Sense of Data

PROJECTS & MILESTONES [SEP – OCT 2018] CYBER-COMMERCIAL AGENCY PORTAL INTEGRATION Centralising lead management to Commercial Agency Portal (CAP) to allow agency to manage all leads (CoverHound & CyberPolicy) on a centralised platform and to aid reporting efficiency. Context CoverHound and CyberPolicy have separate CRM portals and databases (with different data structure). Changes in resource flow, logic and data structure were made to accommodate this integration. Cyber DB CAP DB My Involvement Understand and remember changes made as indicated in changelog. Make changes to existing datasets/dataflow in DOMO and update cards affected by change. Identify bugs that surface as a result of the integration. Key Challenges § Understand code logic of original dataset/dataflow and purpose of card and build similar dataset/dataflow with different logic. § Check for data integrity (i.e. numbers are accurate) § Explain and communicate differences in report cards pre-integration and post-integration Cyber Leads Commercial Leads Personal Lines Leads

PROJECTS & MILESTONES [OCT 2018 - Ongoing] DOMO CARD CERTIFICATION EXERCISE Providing greater confidence to reported numbers on certified cards by conducting rigorous data integrity checks. This is critical due to the data-driven decision making culture of my company. Context The company has a lot of report cards (4,000 ). Not all cards are reporting accurate data. DOMO introduced a certification feature that helps indicate that a report card has been rigorously checked for data integrity. My Involvement Remember changes/enhancements to DB made and check that cards are updated with new requirements. Rigorously check for data integrity by writing a separate query for each card (90 written so far) Key Challenges § Understand the meaning and calculation of performance metric being tracked § Communicate and explain why an existing dataset/card is resulting in inaccuracies § Report and log potential bugs found in process

PROJECTS & MILESTONES [NOV 2018 – Ongoing] SHOPPER SCORE V2.0 Assigning a “score” to shoppers based on their priority (how likely to convert to sale, estimated premium, etc). This helps to guide resource allocation when providing services. Context The company has three product lines with each product line offering many products. The company services diverse customer profiles, each with differing preferences and consumption behaviour. My Involvement Pull data to help determine shopper buckets (e.g. by revenue, number of employees, etc.) Present findings in a clear and concise manner More tasks Key Challenges § Aggregate data at specific levels (by product selection combination, revenue brackets, etc.) § Explain potential oddities, errors and outliers 500

PROJECTS & MILESTONES [NOV 2018 – Ongoing] IN-FLOW PRICE ESTIMATOR Context The company is unable to provide instant insurance quotes for some businesses/shoppers. Rather than show a ”fail page”, the company hopes to give shoppers a good estimate of what they can expect to pay. My Involvement Preparing training dataset Test & analyse accuracy of prediction model More tasks Key Challenges § Understand and ensure integrity of metrics being used to train data (unique on product selection) § Understand how the prediction model works to reliably report and improve accuracy Providing value to customers who receive no quotes by giving them a quick estimate of the insurance premium. Gives customer greater control and increase trust in brand.

PROJECTS & MILESTONES [NOV 2018 – Ongoing] INTELLIGENT ROUTING PROJECT Improving efficiency of agency by prioritizing shoppers more likely to buy higher premium/multiple policies and by routing shoppers to specialized IAs to improve conversion & NPS Context The company is unable to provide instant insurance quotes for some businesses/shoppers. Rather than show a ”fail page”, the company hopes to give shoppers a good estimate of what they can expect to pay. My Involvement Preparing training dataset Test & analyse accuracy of prediction model More tasks Key Challenges § Understand the Shopper Score v2.0 Project and how it ties with Intelligent Routing implementation § Understand the In-Flow Price Estimator Project and how it ties with Intelligent Routing implementation § Understand the decision tree and routing paths

OTHER INVOLVEMENT BEING INVESTED IN THE COMPANY Offering suggestions § More Data Validation § Less Datasets, More Dataflows § Performance Tuning Options § Standardized Nomenclature OTHER LEARNING EXPERIENCES § UI/UX Webinar: Invision’s Research Series § UI/UX Brainstorming: Happy Path Fail § UI/UX Brainstorming: CAP Activity Feed Redesign § Product Feature Testing § Operations, Work Force Management and Partnership Success Presentation § Fuzzy Matching Tasks

COVERHOUND CoverHoundwas Founded in 2010 by Basil Enan CoverHoundis now a recognised insurance technology leader in Property & Casualty (P&C) Insurance. The company started as an online auto insurance marketplace aimed at providing customers with auto insurance quotes. CoverHoundservices two product lines —Personal Lines, for

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