shiyao / xing

PRODUCT SUCCESS · IMPLEMENTATION · OPERATIONS

Good products
start with
better questions.

I’m Shiyao. I turn client questions into clearer product requirements, practical workflows, and integrations that work in the real world.

Download CVExplore my work

PDF · Product success, solutions & operations

Based in Singapore   /   English & Mandarin

  1. 01
    Listen

    Find the need behind the request.

  2. 02
    Investigate

    Check the journey and the evidence.

  3. 03
    Shape

    Define a practical product or workflow change.

  4. 04
    Validate

    Test the flow and follow through.

MY PERSPECTIVE

Understand the need.
Connect the moving parts.
Make the next step clear.

My background spans frontline leadership, merchandising planning, and SaaS product success. Each has taught me to look beyond the first request and understand the customer, the process, and the constraints around it.

Today, I work across client onboarding, loyalty programmes, integrations, and live operations at Returning.AI—connecting what clients need with what product and engineering teams can act on.

01 / SELECTED WORK

From a question
to a useful next step.

Examples from my work across product feedback, integration delivery, and operational reliability.

01

PRODUCT JUDGEMENT

Turning client friction into a clear product brief.

A redemption flow is difficult to use. A widget behaves unexpectedly. A client asks for a change. The first job is to understand the underlying problem.

Inside the work

My contribution

I reproduce the behaviour, compare expected and actual results, and gather evidence across the interface, configuration, and relevant technical context. I turn the findings into scoped tickets with acceptance criteria and UAT checks.

The judgement involved

Distinguishing a configuration question from a bug or an enhancement; clarifying the affected user journey; and separating confirmed findings from a suspected cause.

Work examples

Redemption-form scrolling, role duplication, badge-widget behaviour, and reward-ID validation requirements.

FROM SIGNAL TO SCOPE
CLIENT QUESTIONFriction in a user journey
Investigate the cause
ConfigurationBugEnhancement
CLEAR NEXT STEPScope + acceptance criteria
02

INTEGRATIONS & DELIVERY

Making different systems agree on what happened.

A loyalty event needs to reach a CRM. A user’s balance must stay aligned. An order needs to carry the right status across platforms.

Inside the work

My contribution

I clarify identifiers, field mappings, access, event payloads, and update behaviour. I coordinate questions with client teams and engineers, then verify the flow against API responses and external records.

The judgement involved

Understanding whether the use case needs an event, a scheduled feed, or a reconciliation process—and checking timing, retries, permissions, and failure handling with the teams involved.

Work examples

Salesforce reward-event QA, Optimove loyalty-field mapping, batch user feeds, and supplier order-status synchronization.

ALIGNING THE HANDOFF
Client systemLoyalty platform
Customer identityUser identifier
Reward eventEvent payload
Order updateRedemption status
Map · Connect · Verify
03

WORKFLOWS & RELIABILITY

Giving recurring problems a repeatable response.

Missing rewards and mismatched records often need more than a one-off correction. They need a way to identify the gap and follow it through.

Inside the work

My contribution

I compare source and platform records, review workflow runs and failed rows, and coordinate recovery investigations. I build operational workflows, recurring checks, and handover documentation.

The judgement involved

Distinguishing processing delays from genuine discrepancies, normal runs from recovery runs, and actionable exceptions from routine activity.

Work examples

Snowflake reward-data alignment checks, supplier order reconciliation, workflow status updates, and recurring follow-up summaries.

MAKING EXCEPTIONS ACTIONABLE
Source recordsPlatform records
Compare & reconcile
AlignedContinue monitoring
DiscrepancyInvestigate & verify recovery

02 / CONNECTING SYSTEMS

Different integrations.
Shared attention to detail.

I work at the handoffs: what data means, where it goes, when it arrives, and how we know it is correct.

A VIEW OF THE SYSTEMS I HELP CONNECT
Client & engagement toolsSalesforce · Optimove
Data sourcesSnowflake · Scheduled feeds
APIs & eventsBatch & reconciliation
LOYALTY PLATFORMReturning.AI

Users · Rewards · Redemptions

Orders & statusesWorkflow automation
Reward suppliersCarltonOne · Fulfilment
Operational workflowsActivepieces · Monitoring
A

CRM & engagement

Map customer identifiers, loyalty fields, and reward events so client teams can use platform data in their own systems.

Salesforce · Optimove

B

APIs & webhooks

Clarify access, payloads, field types, delivery timing, and retry behaviour. Test the expected flow and investigate exceptions.

API workflows · Event delivery

C

Batch data & reconciliation

Compare scheduled feeds and platform records, identify missing updates, and support recovery and alignment checks.

Snowflake · Batch feeds · SFTP

D

Rewards & fulfilment

Connect catalogue mappings, redemption records, supplier orders, and status updates across the reward lifecycle.

CarltonOne · Activepieces

03 / EXPERIENCE

A customer perspective.
A systems mindset.

My work has moved from delivering the customer experience in person to improving the systems behind it.

2023Customer experienceUNIQLO · Store leadership
2025Commercial planningUNIQLO · Merchandising
2026Product & systemsReturning.AI · Product success
2026 — PRESENT

Returning.AI

Product Success / Customer Solutions

Client onboarding and community configuration, integration coordination, product feedback, troubleshooting, and operational workflows for a loyalty and engagement platform.

Connecting client needs with product and technical delivery.
2025 — 2026

UNIQLO · SINGAPORE

Merchandising Planning Executive

Used sales, sell-through, and demand signals to support allocation and replenishment decisions. Coordinated across store, merchandising, and inventory teams.

Balancing customer demand with operational constraints.
2023 — 2025

UNIQLO · SINGAPORE

Assistant Store Manager

Led frontline teams, handled customer escalations, coached service delivery, and used performance data to guide daily operations.

Understanding the customer through direct experience.

EDUCATION

University of Melbourne
Master of Marketing and Communication
Bachelor of Commerce

LET’S CONNECT

Where client needs
meet product possibilities.

I bring a practical perspective to product success, implementation, and operations—and a habit of following questions through.

Download CVEmail Shiyao