Bernard Phillips Email & Phone Number

Managed E2E delivery of initiatives aligned to Telstra's T22 transformation objectives as an Agile PM, Product Manager, leader and coach of delivery teams of up to 20 people. Reduced FY19 inbound call volume, directly contributing a 4m call volume reduction. Drove digital adoption of less expensive digital service channels, exceeding targets with 53% of Telstra service transactions achieved through digital channels by the end of FY19. • Digital Messaging | Developed and delivered a digital messaging strategy that reduced costs $11M, increased online recontracting sales by 30% and improved customer experience (Channel NPS +30 Uplift).• Digital Adoption | Delivered the IVR Deflection & Messaging initiatives changing the way 20m customers interacted with the brand.• Innovation | Delivered the initial Apple Business Chat Australian launch project for Telstra.• Integration | Integrated Live Person into Salesforce Agent Desktop, automated & simplified the Agent workflow, resulting in a threefold increase in Agent productivity. • Agile Leadership | Mentored and coached teams in Agile values, principles and practices. Managed and facilitated the backlog grooming, sprint planning, daily stand-ups, showcases and retrospectives. • Stakeholder Management | Managed internal stakeholders including end-users / business users, project and program managers, technical leads, architects, management, executives, and external stakeholders including project and program managers, technical leads, Chief or Enterprise Architects, management and vendors including Apple.• Project Planning & Business Cases | Launched 4 projects from planning stage, preparing 2 business cases for improved CX and reduced Opex by driving traffic to lower cost channels.• User Experience | Created new ways for customers to interact with the brand and enhance their experience by delivering Asynchronous Messaging within the Telstra iOS & Android apps.

Managed digital service projects and programs to automate and upgrade platforms servicing 17m small business and consumer customers, 5000 Telstra Field Technicians and 1500 Customer Agents supporting 6m customer conversations p.a. Achieved reductions in both capital and operational costs of $18m and increased customer satisfaction by 28%. • Contact Centre | Developed and led an $11M+ program of work to deliver a new contact centre technology stack that reduced operating costs by $18M net, increased customer satisfaction (channel net promoter score +28) and accommodated rapid future growth in the channel.• Operational Improvement | Implemented operational changes to Telstra's Global Contact Centres and setup a new offshore Contact Centre to service online chat for Telstra consumer & small business customers. • Tender Management | Managed the Request for Tender process that evaluated and awarded a $9M contract for providing a new enterprise digital messaging platform. • Business Leadership | Shaped initial business concepts, developed capability forecasts, commercial and benefit modelling options and authored the business cases that I presented for funding approval.• Team Leadership | Managed resources and built Agile project teams of 30+, including working with external suppliers to onboard, set up and train teams offshore. Regularly coached staff in Agile values, principles and practices. Managed underperforming staff sensitively and constructively.• Stakeholder Management | Developed and implemented a stakeholder engagement plan to manage 30+ senior stakeholders including the business owners, IT networks & security, commercial and legal.• Operational Effectiveness | Managed RFT processes, including the tender definitions, approvals, communications, vendors, platform evaluations, and authored presentations and reports for senior management. • Negotiations | Led contract negotiations with vendors, including cost modelling of different pricing options.

Responsible for an annual budget of $2M, worked to identify and deliver billing & payment initiatives that simplified and grew online bill payments, reduced late payments and drove digital adoption for 12m post-paid small business and consumer customers.• Operational Improvement | Successfully delivered improvements to customer billing notifications that achieved a reduction in late payments by 38% and improving customer satisfaction by 8 points (Net Promotor Score).• Digital Adoption | Achieved 62% of paper bill customers switching to digital billing, saving 7m opex.• Business Leadership | Managed a diverse set of stakeholders, shaped business cases, modelled benefits and costings and developed presentation & communications packs for senior management. • New Product Introduction | Managed the introduction of PayPal as a payment source across Telstra’s consumer service assets, My Account and 24x7 Apps.

Product Owner responsible for the development and maintenance of the product roadmap for post-paid online shops including, wireline ADSL/NBN and mobility with a focus on sales growth, call avoidance and improving customer satisfaction.• User experience | Rebuilt the checkout flow to increase customer experience and reduce order dropouts. • Customer Self-Service | Delivered a new eCommerce shop for online ‘moving-house’ checkout to allow customers to self-serve the reconnection of services. • Agile | Managed and facilitated the backlog grooming, sprint planning, daily stand-ups, showcases and retrospectives.• Stakeholder Management | Identified and built strong relationships with key stakeholders, educating and influencing them to achieve acceptable outcomes within scope and budget. • New Product Introduction | Managed fortnightly releases to regularly launch new products and services into the shops. • Operational Improvements | Utilised data from Adobe Omniture and Google Analytics to generate insights and drive operational improvements. Improved customer satisfaction (NPS Score) by 28 points to +24.

Led the business requirements for the MLC PLUM superannuation customer portal, including account services, creation of superannuation calculators and forecast tools, and government regulatory requirements. Managed the product backlog, requirement prioritisation and release plan.

Led a team of Business Analysts to document the requirements for ANZ’s source to pay procurement platform that was to be implemented throughout ANZ's global network of offices and branches. This involved a comprehensive analysis of the existing supplier network, contract structures, country requirements, tax rules and interfacing with Enterprise Resource Planning systems.

Worked in an Agile team to build Telstra’s digital self-serve portal, My Account. With a focus on customer experience and call avoidance I managed the end to end requirements and validation of the solution. Worked closely with the Product Owner to identify the minimal marketable features, build and maintain the product roadmap and derive the digital services strategies that were then presented to the program stakeholders. Wrote and reviewed epics, user stories, process flows and organised and facilitated workshops and Agile ceremonies.

Working as part of an Agile team I documented business requirements, detailing both functional and non-functional changes for both B2B & B2C FX trading including PCI DSS compliance. Carried out high level design of required changes including impact analysis on system performance, user interface and third-party data transmissions and identified that further system enhancements would be required to maintain current performance loading targets. Analysing the existing legacy systems, I gathered new requirements and mapped hundreds of user cases and documented existing process flows and activity diagrams.