Consultant
Sydney, Australia
Working with businesses to: design and deliver differentiated customer experiences; build trusted customer relationships; transform sales service, marketing and customer experience; development of customer growth strategies and optimal customer interaction experiences across all channels.Engagements: - End-to-end digital transformation (financial services) – business-wide digital transformation, analysed and mapped current-state and future-state customer journeys, engagement across project to minimise impact of identified customer pain points- Customer marketing strategy (banking) – shift from product-focused to customer-focused marketing, analysed and identified customer segments, developed customer value propositions, project management and coordination- Customer loyalty strategy (premium retail) – reviewed current and proposed customer loyalty program and strategy against international best practise, engaged with agency to conduct consumer research across group of brands, analysed and identified customer segments, review of current and proposed loyalty model and available data, international internal and external engagement to determine and benchmark retail and comparable industry loyalty best practice- Customer service strategy (government) – reviewed and provided improvement recommendations on customer service activities and strategy, in-depth review of all customer service contact points, identified initiatives aligned to key areas of service alignment, customer experience, efficiency, staffing and enablers (e.g. technology, data), business-wide stakeholder engagement throughout all phases of engagement- Communications advisor (transport) – communications advisor for large-scale project, developed communications strategy and plan, developed content and messaging for communication to internal and external stakeholders, internal and external stakeholder engagement and management
