I love learning new skills while leaning into some of my transferrable strengths. I initially took on this role in April 2024 as a 3-month secondment where I was project focussed on organisational complaints capability. 3 months wasn't enough, and I wanted to continue developing my skills in Capability and L&D. My secondment was extended until March 2025 while my home role (Social Community Manager) became redundant as a result of a restructure. In this role, I create effective and engaging learning experiences based on specific design needs. This includes developing online training modules and assessments, running training needs analyses and when required, facilitating workshops.

Sitting within the Digital Marketing team, no two days are the same when working across all 6 of our brands – Bank of Queensland, ME Bank, Virgin Money Australia, BOQ Specialist, BOQ Finance and BOQ Business – and managing all organic social media content. Outside of my BAU work, a few additional achievements I'm proud of: ✔️ Building out the BOQ Group LinkedIn page alongside Brand and proposing a content strategy, focusing on talent acquisition, and growing the following with no paid media budget from 0 to ~3,000 within six months. Achieved: 15 pieces of content live with an avg engagement rate of 17.17%. ✔️ Establishing several BOQ Group employer branding opportunities by pitching these concepts, taking them from brief to go live. ✔️ Publishing multiple pieces of well-performing social content for cyber security & scam awareness as a contributor to the Cyber, Scams & Financial Crimes Working Group. ✔️ Delivering multiple sessions of 'Social Media for Business' to our sales & broker teams to showcase the benefits of social for professional use with an 80% attendance rate. ✔️ Managing key supplier relationships from managing allocated budgets to contract negotiations. As a result of a restructure, my role was made redundant inhibiting my expected return to the role in March 2025, post-Capability secondment.

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Short gig reporting to the Head of Product, Co-Brand. I was able to dip my toes in Product Management and deliver various product deliverables for the David Jones credit cards partnership. Highlights include:✔️ Undertaking market & competitor analysis for our rewards program offering and launch offer, and providing recommendations based on the findings.✔️ Working from draft to final stages of our Financial Table, Key Facts Sheet, Terms & Conditions booklet, Privacy Notice and Privacy Policy documents for the new products across multiple review sessions with Legal, Compliance and Privacy stakeholders.✔️ Working with Legal, Compliance and various key stakeholders to finalise our Product Naming Convention guidelines in-line with current regulatory obligations and rolling this out to key teams working on the product launch.✔️ Finalising the new customer card carriers with the Creative Services and Marketing teams by reviewing and providing feedback to layout/copy to ensure all info is up to date and supports the overall customer brand experience.

Leading the Social Community team – a small (but mighty!) team of three – focused on building brand presence and trust through community support and digital engagement on our Social pages. To establish this new business function, I drafted and proposed a Community-focused strategy based on competitive analysis and research within our existing owned channels.Aside from leading and supporting my team through a public cyber incident in March 2023, a few key achievements were:✔️ Boosting positive engagement through 'non-banky' tone of voice, GIFs & emojis and reduction in average response time to align with industry standards. Response time EOY: 2021 <2 hours, 2022 <1.5 hours.✔️ Creation of a comprehensive reporting dashboard with greater insights into product-specific trends (sentiment, volume and complaints) and comparison to Month-on-Month and Year-on-Year data. ✔️ Involvement of Digital Adoption Working Group projects: end-to-end completion of our Youtube Mobile App How-To series, the end-to-end completion of rolling out a new statement payments section design to promote online payments and mapping out a new UX design of our Digital Help Centre articles and app webpage to improve CX and integrate video content.

During this secondment, I wore many hats and juggled many Operations-wide initiatives supporting the General Manager - Customer Operations A&NZ, their direct reports (Senior Leadership team) and the Extended Leadership team. I also had one direct report. My favourite things to work on were:✔️ Scheduling and organising targeted email campaigns for the first phase of our new online platform promotion (Latitude Service Centre). ✔️ Working with various stakeholders on our new online platform's transition/go-to-market strategy (Latitude Service Centre). ✔️ Collaborative planning and promoting Quarterly Virtual Careers sessions for staff to network and gain exposure to other business areas in a new 'Work from Home' world. ✔️ Writing the weekly Top 5 newsletter featuring key Operational highlights/updates and a dad joke. ✔️ Behind-the-scenes planning, organising and facilitating Town Hall and Tech & Ops Lightning Talks webinars, such as agenda drafting, guest speaker sourcing and slide deck creation & presentation.

Relocated from Auckland NZ to Melbourne AU. Throughout my time in this role, I focused on driving a better digital experience - getting customers answers quicker and more efficiently, and building internal relationships along the way to support this vision. In addition to maintaining our Social Media channels and replying to a range of customer messages (200-300 per day), some of my key highlights were:✔️ Driving response time down from 24 hours to 3 hours within the first two months, ending 2H 2019 with an average of 2 hours.✔️ Building a weekly and monthly volume report for our Senior Leadership team and General Manager. ✔️ Documenting an internal Social Media servicing matrix – outlining best practice guidelines and up-to-date training material for new starters, in line with our policy & procedures and compliant with ASIC's RG271.✔️ Working alongside our Zendesk Knowledge Lead to build a workflow optimised for integrating our Social pages and aligning with our single platform Operations strategy.✔️ Using data within our platforms to guide process improvements – I conducted a problem analysis with relevant stakeholders, raised a business case and steered a process enhancement guided by Product Management, leading to an estimated ~$110k p.a savings in Operating Expenditure (OPEX) as a result of implementation.

Servicing NZ credit card enquiries via our digital channels - live chat and email.

Specialising in Income Tax for individuals and self-employed, Working for Families Tax Credits (Family Assistance), Paid Parental Leave, Unclaimed Money, and Tax Credits (Donation Rebates).