Lillian Zhang

Lillian Zhang, PMP, is a seasoned program manager with over 20 years of experience in consumer experience and marketing research. Currently serving as Principal Program Manager, Voice of Customer at Forsta since July 2021, Lillian oversees complex program implementations for priority accounts and leads a diverse project team to enhance clients' Voice of Customer programs. Prior experience includes a tenure at Best Buy Canada as Senior Analyst, Voice of Customer, where Lillian designed surveys and spearheaded NPS initiatives across various business divisions. Earlier roles as Senior Program Manager at Confirmit involved managing Voice of Customer programs for B2B and B2C clients and developing survey methodologies, reporting solutions, and continuous feedback mechanisms. Lillian began a career in research at Procter & Gamble, specializing in consumer and marketing research methodologies. Lillian holds a Bachelor of Science degree in Biotechnology from Capital Normal University.