Andrea Macdonald Email & Phone Number

Brisbane, Queensland, Australia

Gold Coast / Brisbane

Australia

Australia / Nz

Optimization and process improvements to generate improved customer experience on BNZ internet banking platforms.Responsible for increasing engagement with Digital Channels.Stakeholder engagementJourney and process mappingBusiness alignment and removing duplication of effortCustomer Comms Lead for recent platform migration shifting 1m+ customers onto new internet banking platform.

Responsible for the Customer Comms Strategy and execution of this strategy to migrate over 1m customers from one platform of internet banking to another, including automatically switching customers transactional product at the same time.Required multiple touch points and communications with customers over a 6 month period for one of the largest online banking platforms in NZ.

Auckland

Responsible for end to end project mapping and management.Requirements documentation.Customer journey mapping.End-user requirements and research

• Developing and managing the Post Implementation Review process including analysis of in market programs and working with Customer Insights to develop deeper understanding of customer behaviour and responses• Contact program optimisation and, in conjunction with Customer Lifecycle Marketing Leads, implementation of recommendations to maximise return on marketing investment • Sharing CLM results, insights and outcomes within the marketing team and across business units, as well as stakeholder engagement on revenue benefit tracking• Support Customer Lifecycle Marketing Leads in the data planning and opportunity sizing for future contact programs• Defining data requirements, including data quality, and data integration needs that support the short, medium and long term known deliverables for CLMLeadership role with responsibilty for junior team members

• Identification of customer contact opportunities• Set up of testing matrices; target groups, channels, proposition.• ROMI calculation and post activity performance analysis and insight reporting• Contact management and planning techniques ensuring customers are prioritised according to appropriate contact initiatives.• Support in the development and implementation of new capability initiatives that drive improvements in the customer contact strategy.

Auckland

• Responsible for end to end delivery of customer contact selection, providing insights and recommendations of targeting and profiling of key contact groups• Preparation of Post Implementation Reviews for various direct contact programs• Provide insights and profile to help drive target selection• Data mining skills and assimilating various sources of information into meaningful insights for key decision making.

St Kilda

Marketing Analysis and sales performance.Market Research

Melbourne, Australia

Market and competitor Analysis

Melbourne, Victoria, Australia

Marketing Analyst responsible for campaign tracking, rebate program and sales target reporting.

Oxford, England, United Kingdom

Travelled overseas on sabbatical - on part of my travels I worked for DKNY in Oxford, London.

Bachelor Of Commerce (B.Com.), Business, Management, Marketing, And Related Support Services

Post Graduate Certificate In Management, Strategy And Project Management, High Distinction

Graduate Certificate in Management and Strategy

Certificate Of Digital Marketing, Marketing, Distinction (87%)

Certificate of Direct Marketing

High School Certificate

Graduate Certificate In Business Analytics, Business Statistics