Anna Woods, Gaicd, Mbusmgt Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Accountable for deeply understanding customer needs and influencing at all levels of the bank to satisfy changing customer needs in a timely and cost effective manner. Worked with board and executive team to develop a customer-led business strategy and investment slate. Closely collaborated with cross-functional teams (e.g., product, marketing, distribution, operations, technology) to develop the human, digital and process capabilities to drive continuous improvement across all touchpoints of… Show more Accountable for deeply understanding customer needs and influencing at all levels of the bank to satisfy changing customer needs in a timely and cost effective manner. Worked with board and executive team to develop a customer-led business strategy and investment slate. Closely collaborated with cross-functional teams (e.g., product, marketing, distribution, operations, technology) to develop the human, digital and process capabilities to drive continuous improvement across all touchpoints of the customer journey. Show less

Accountable for delivering business growth and agility through operational excellence. Strategic and operational accountability for Customer Support Contact Centre, Customer Resolution, Customer Onboarding & Success, Product Fulfillment, Credit & Collections, and Operations Enablement (Customer Experience, Service Design, Voice-of-Customer, Go-to-Market). Led a multidisciplinary team of 120+ people responsible for delivering seamless human and digital customer experiences. Significantly… Show more Accountable for delivering business growth and agility through operational excellence. Strategic and operational accountability for Customer Support Contact Centre, Customer Resolution, Customer Onboarding & Success, Product Fulfillment, Credit & Collections, and Operations Enablement (Customer Experience, Service Design, Voice-of-Customer, Go-to-Market). Led a multidisciplinary team of 120+ people responsible for delivering seamless human and digital customer experiences. Significantly improved organisational scalability for a fast-growing company, building REA's capabilities in service design and service delivery, and driving digital transformation and operational excellence to deliver customer value. Significant, measurable customer experience performance turnaround. Created and rapidly scaled REA's Customer Success team / capability to support SaaS product growth. Led Australia's first agile contact centre. Show less

Melbourne, Victoria, Australia

Delivered strong business growth through shaping the long-term goals and strategic direction. Developed policies to guide organisational operations. Monitored the organisation’s performance and management. Ensured corporate governance and compliance.

Melbourne, Australia

Designed and delivered a digital innovation transition strategy aligned with organisational goals. Led a cross-functional team responsible for digital product management, customer adoption, go-to-market, change management, and business readiness. Measured and monitored early performance of digital initiatives in market and adjusted strategies as needed. Transitioned ownership and operational/technical support for digital solutions to the business. Led agile squad of developers/engineers to… Show more Designed and delivered a digital innovation transition strategy aligned with organisational goals. Led a cross-functional team responsible for digital product management, customer adoption, go-to-market, change management, and business readiness. Measured and monitored early performance of digital initiatives in market and adjusted strategies as needed. Transitioned ownership and operational/technical support for digital solutions to the business. Led agile squad of developers/engineers to deliver mobile, digital customer help and support capability. Show less

Designed and delivered enterprise-wide customer complaint strategy enabling early resolution of complaints, strong regulator relationship, identification and remediation of systemic issues, and customer insight-led business improvement. Led a cross-functional team of 150+ people delivering internal complaint resolution, external dispute resolution, regulator relationship management, internal and external reporting and insights, and business improvement. Delivered enterprise-wide customer… Show more Designed and delivered enterprise-wide customer complaint strategy enabling early resolution of complaints, strong regulator relationship, identification and remediation of systemic issues, and customer insight-led business improvement. Led a cross-functional team of 150+ people delivering internal complaint resolution, external dispute resolution, regulator relationship management, internal and external reporting and insights, and business improvement. Delivered enterprise-wide customer experience transformation that achieved 23% complaint reduction in three years. Show less

Gaicd

Digital Business Transformation Program

Master Of Business Management

Postgraduate Diploma Hr Management

Bachelor'S Degree, Industrial And Organizational Psychology