Home Station: Confidence, Resilience & Shining in Your Own Way

“Seizing the moment is better than being the best” – This is how Giang Pham, Customer Experience Manager at Home Credit, embraces every opportunity to grow and continuous development.

Nearly six years at Home Credit, she has continuously pushed the boundaries in her career while striving to navigate between work and life. Just like the spirit of Be Bold, Be Unique, every woman has the power to shine in her own way.

📖 Read the full interview and discover Giang Pham’s inspiring journey 👉

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Hello Mrs. Giang, thank you for taking the time to join this Home Station interview. Could you introduce yourself and share a bit about your current role at Home Credit?
🗨️ I joined Home Credit in July 2019 as a Customer Experience Analyst and am currently the Customer Experience Manager. Before joining Home Credit, I already knew that this was the field I wanted to pursue long-term. What attracted me was that the company had a dedicated Customer Experience (CX) department that reported directly to an Executive Committee member, offering both learning and hands-on experience opportunities. After more than five years, I have not only learned from real-world projects but also had the chance to contribute to enhancing customer experience, optimizing operational processes, and delivering greater value to customers.

What has driven you to continuously grow in your career at Home Credit?

🗨️ I believe there are two key factors:

First, I have always believed that Customer Experience can make a significant difference and help a company maintain a strong, long-term relationship with its customers. From global and local success stories, I see that there are still many opportunities to improve customer experience at Home Credit. This constantly motivates me to explore and innovate.

Second, the support from leadership has helped me go further. Over the past five years, I have worked under the guidance of four different C-level executives, each with their unique approach to driving CX thinking within the Executive Committee and the entire organization. Thanks to this, the customer-centric culture has been embedded more deeply into the company, allowing me to grow and bring my initiatives to life.

If you had to describe yourself in three words, what would they be?

🗨️ Energy – Empathy – Growth Seeker.

• Energy: I am always full of energy to pursue my passion. Even during ups and downs, my inner drive keeps me moving forward.
• Empathy: To excel in CX, it’s not just about understanding customers but also about empathizing with the goals of colleagues in different departments. CX is not the responsibility of just one person or one team—it requires the collective effort of the entire organization.
• Growth Seeker: Even after nearly six years, I still see so much more to learn and improve. This applies not only to my work but also to my personal development and life. I constantly strive for self-awareness and personal growth every day.

Could you share a project or milestone that has been the most significant in your career at Home Credit?
🗨️ One of the projects I’m most proud of is improving the quality of insurance consultations. Previously, customers did not fully understand their insurance benefits when signing up, which often led to misunderstandings and complaints later. As Home Credit shifted its focus towards customer experience, the CX team collaborated with various departments (VAS, Sales, Telesales, Operations, Finance, Anti-Fraud, Legal & Compliance) to enhance the consultation process and improve how insurance benefits were communicated to customers.

We experimented with multiple approaches before implementing a welcome process that reintroduced customers to their insurance coverage and benefits within seven days of enrollment. This initiative helped customers better understand their benefits, reducing future concerns. The project spanned nearly two years and required perseverance and close collaboration, but the results were rewarding: customers gained a clearer understanding of the product, complaints decreased, and Home Credit maintained its reputation while sustaining business efficiency.

As a busy professional, how do you balance work and life?
🗨️ I believe balance is not about splitting time evenly between work and family at all times—it’s about being flexible based on different life stages. As both a manager and a mother, there are times when I slow down my career or maintain stability to prioritize family, and then accelerate again when circumstances allow.

What’s interesting about managing both roles is the similarities between leadership skills and parenting. The leadership principles I’ve learned also apply effectively to parenting:

• Setting principles: Just like a team needs ground rules, a family also needs its own set of values and guidelines to ensure respect and harmony among members.
• Empowering others: Sometimes, allowing children to solve problems on their own instead of stepping in immediately helps them grow. This is also true in team management—asking the right questions so that employees find their own solutions rather than giving them direct answers.
• Active listening: Instead of making quick decisions, it’s important to understand an employee’s perspective, just as it’s important to listen to children to grasp their needs before making a decision.

Being a mother has made me a better leader, and in turn, leadership skills have helped me become a more understanding mother.

Do you have any advice for women who want to advance their careers while maintaining balance?
🗨️ I always believe: " Seizing the moment is better than being the best"

If there’s something you want to achieve, you can always make the most of small pockets of time throughout the day. For example, if I want to take a course but don’t have time to study at home, I utilize the morning hours before work after dropping my child off at school. Last year, I completed an online course during my lunch break, and I know many colleagues who use that time for fitness training. Making the most of available time to pursue personal goals, or seeking support from others, is key. Family and colleagues can be a strong foundation that allows you to grow both personally and professionally.

Additionally, expanding your network is crucial. Connecting with people who share your professional interests or lifestyle can provide motivation, valuable advice, and emotional support. The more you broaden your world, the more energy you’ll have to maintain positivity.

What do you think about the theme Be Bold, Be Unique?
To me, Be Bold, Be Unique means daring to take on challenges, striving for breakthroughs, and continuously growing in your own way. No two paths are the same, but what matters most is having the courage to take steps forward and embrace learning.

Thanks for joining this Home Station post and sharing your inspiring journey!

#LifeAtHomeCredit #FeelingGoodWithHomeCredit #BeBoldBeUnique