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Jian Sern Loo serves as the General Manager and Head of Innovation & Customer Experience at Hong Leong Bank Berhad since December 2014, where responsibilities include leading the Digital & Innovation division and managing strategic programs, infrastructure, and talent development. Previously, as General Manager of Customer Experience & Process Improvement at the same bank, Jian Sern established a multiple award-winning Customer Experience & Analytics division. Prior experience includes a decade at Accenture, culminating as Senior Manager and ASEAN Strategy Leader in the Customer Experience practice, and a role as a Regional Industry Telecoms Research Analyst at IDC. Jian Sern's educational credentials include advanced management programs at INSEAD and IMD, alongside a BSc in Computer Science and Business Studies from the University of Warwick.