• Set, own and drive the Enterprise CX & digital vision and digital product roadmap for Vanguard Australia's Superannuation, Personal Investor & Adviser business lines.• To design, lead, implement, and manage the overall strategic direction of Vanguard Australia’s digital & CX vision (public and secure web, onboarding forms, mobile apps, non-digital channels) with a client centric view using data and insights, to assist in achieving Vanguard’s business and marketing objectives.• Utilise HCD to drive the ideation and development of CX differentiated moments/signature moments along the end to end customer journeys.• Drive cultural transformation, digital & CX thought leadership across Vanguard Australia, using HCD, as the most senior digital & CX person in the Vanguard Australian business.• Build & lead a team of 12 digital experts and the use of external digital consultancies that span across digital product ownership, CX/UX/UI, data science, front end development & web content publishing.• Agile product ownership and delivery of digital features for all customer facing digital channels.

• Setting agreed Digital Channel (online, mobile and secure platforms) objectives, strategy and roadmaps (program of work) with key stakeholders across Energy Markets and New Energy Business Units• Manage a team of 20 digital channel managers & digital product owners that span across digital sales, servicing and mobile• Digital User Experience (UX) inc. application of design thinking and journey mapping to solving customer problems• Management of Digital program of work, value streams and pipeline• Alignment of initiatives with commercial sales and service targets• Agile Product Ownership and Delivery of digital value streams and initiatives via Agile methodologies that meet commercial and customer objectives• Alignment of priorities, outcomes and resourcing with key business and technology stakeholders• Create a highly engaged, high performing team that has clear direction, is empowered to achieve, and operates as a cohesive unit within the Digital Strategy and Delivery Team

• Lead a team of 25+ UX, CX, and service design experts across AGL to deliver transformational initiatives and consistent UX/CX.• Lead customer-centric user experience design, to ensure global best practice product, service and experience across all channels.• Shape, lead and manage the ongoing development of the digital customer experience strategy, to drive “customer-led” practices, informed by ongoing research, data gathering and customer journey mapping.• Play an active role in shaping AGL’s service design delivery framework (the “SDDF”)Provide leadership and direction to a team of UX and UI professionals, spanning foundational research through to high-fidelity UI design.• Manage the ongoing development and iteration of AGL’s digital design language system (the “DLS”), ensuring the company pushes to the forefront of global visual design standards.• Leverage customer experience measurement frameworks and reporting to support real time interactions and drive positive customer outcomes.• Drive an active improvement agenda for AGL’s NPS outcomes through enhancing digital-first customer interactions.• Scale UX capability to global best practice level inclusive of research, UX and UI development.• Enhance organisational maturity around platform accessibility, ensuring strong compliance to WCAG 2.0 AA standards.

• Strategic development of GE Capital's primary digital channels to drive digital sales, self service, and a greater omni-channel customer experience (CX) across GE’s multiple channels including in-store, websites, smart devices, secure customer platforms, call centre and social.• Apply design thinking/human centered design innovation frameworks and tools as the cornerstone to drive digital, product & channel strategy, transformation & innovation.• Optimise the customer experience across all customer facing channels.• Understand current and emerging digital trends to identify opportunities & determine the relative priorities and developing a digital investment roadmap with associated commercial cases.• Lead a team of 12 digital professionals that define, execute and manage new digital minimum viable product (MVP) concepts through to market launch.• Being the escalation point for all digital channel related issues, be it resourcing, scope, or delivery related concerns.

• Strategic development of NAB’s primary digital channels to drive digital sales, self service, and a greater customer experience with NAB’s websites, mobile apps on smartphone & tablet, and secure customer platforms for the Consumer and Business (small, medium and large) customer segments.• Development of Consumer & Business digital channel roadmaps, shaping of digital channel strategies and new innovations and business cases to obtain investment funding.• Coordinate and lead the shaping of the Enterprise Digital investment portfolio across the business units for Financial Year (FY) 2013 to 2016 investment funding including the identification of common Enterprise digital foundational capabilities.• Engaging and influencing a multitude of stakeholders across the individual business units (Personal, Business, Wholesale, Wealth and UBank) and also Technology to ensure alignment to the Enterprise Digital strategy agenda.• Development of Enterprise Digital strategy papers and packs to feed into Board level, Group Executive and Executive General Manager meeting discussions.

• Senior account manager role with direct accountability for managing the strategic and day to day relationship with a number of assigned key business portfolios including UBank (NAB’s Digital Bank), Voice Services and the Customer Contact Centre.• Provide overall account management and ownership of the executive relationship to ensure the effective management of a portfolio of Technology services in line with business requirements across Service Planning, Service Development and Service Delivery activities.• Pitching and selling Technology services to ensure they are appropriately leveraged to maximise the value that Technology can add and drive operating profit improvements for the business portfolio.• Creation and maintenance of yearly portfolio account plans / roadmaps to track progress of strategies, monitor risks and actions and improve results.• Management of multiple virtual account teams to support the business portfolios.

• Project manager for a cross functional team from various parts of the business to deliver key initial phases of the project lifecycle including Idea, Initiation, Study, and Feasibility phases. • Coordination and development of the Outline, Initial and Full Business Cases to gain Executive authority to proceed.• Provision of regular MS Project reporting and project management information including risk and issues, dependencies, critical success factors, ongoing costs and benefits.• Liaise with key stakeholders, via workshops and brainstorming sessions to drive out and document detailed requirements and feasibility studies and resolution of issues.

• Responsible for the strategic and day to day account / relationship management and contractual relationship with key UK co-brand Digital clients including eBay / PayPal and Ryanair.• Management of the P&L for the co-brand Digital credit card portfolios.• Setting, driving and managing the yearly account plan and roadmap with clients to track progress, monitor actions and improve results.• Managing any ad hoc requests, product enhancements or initiatives raised by the client through to resolution and selling into the client any product initiatives that GE would like to pursue to enhance the product and therefore its return.• Working closely with the Business Development Leader to prospect, pitch and close new business.

• Dual role as business change manager and business analyst for large business transformation and new client credit card projects for GE Money UK.• Recruitment, management and professional development of two direct line reports.• Defining product value propositions, constructing the business case, gathering cross functional business requirements and engaging / managing cross functional stakeholders to launch the product to the requirements of the client.• Management of the core project management processes including the project charter, business case, stakeholder analysis plan, communication plan, project plan, RAID logs and chaired monthly project steering committee meetings.

• Graduated from an experienced GE leadership program designed to develop, mentor and fast track the leadership talent as identified by GE. A well respected program that challenges program participants to deliver results whilst on short term assignments.

* Graduate Program