As a leader in insight-driven experience innovation and digital transformation I'm excited to be heading up the Business Experience Practice at IM Systems. Having seen countless businesses fail in their transformation and innovation efforts, it's refreshing to be working with an organisation that understands effective engagement of employees, customers and stakeholders in technology, data and AI transformations is the key to success. When this is done in a timely, relevant and meaningful manner the possibilities are endless and true business potential is realised.IMS has also invested in my brand and digital marketing expertise to refresh their brand and build a new website that better reflects their ambitions as an organisation. Explore our new brand and service offerings here: imsytems.com.au.

An independant, Melbourne based consultancy for insight powered strategy, transformation and experience innovation that's proudly delivered insight-driven strategic consulting and expertise to numerous organisations across the Utilities, Retail and Local Government sectors.From consulting to SA Water to optimise their Digital Transformation Program to engaging customers of Yarra Valley Water to co-design their Emergency works notification processes I've been rewarded with the opportunity to make a difference for my clients, their customers and employees through effective engagement and strategy development.Through BdK & Co I've been extremely proud to partner with Max Hardy Consulting, Deliberately Engaging and i.e Community to effectively and meaningfully engage customers and communities in the development of a number of Local Government Community Visions, associated Council plans and strategies. This work enabled me to contribute to the design, planning and execution of community (& employee) engagement for the: City of Casey, City of Darebin, City of Maroondah, Moonee Valley and others. I'm looking forward to seeing how these Councils bring the insight-driven plans they've developed to life and measure their success accordingly. I also hope that Councils continue this engagement in any decisions that they make that impact their customers, communities and employees. I hope that we've left a legacy in embedding engagement thought leadership, and provided effective mechanisms including deliberative engagement, co-design approaches to multi-channel broader engagement practices that leverage hybrid environments and allow for constructive contributions online & in person. Insights however you receive them are a gift, including complaints, how you respond and action them is defining -that's where true business potential is realised and experience value delivered.

I'm charged with helping South East Water transform its traditional service landscape and helping them affirm their position as one of our leading edge digital utilities. From introducing and integrating new digital services to innovating the experience across our existing ones, I'm committed to balancing customer, business and market insights to make a real difference for my customers and our business too. From establishing our self service environment and app in my earlier days to more recently launching a new leading edge e-billing solution ( who sends PDFs these days), to proactive SMS and email notifications of works in our area there's so many things we've been able to achieve. But what I'm loving most is driving innovation internally, our people often have the most direct and valued connections with our customers and with that comes extraordinary insights not only into what can make our customer interactions more effortless and value packed but how we can re-imagine our day to day business operations that make not only their jobs easier but our customers too. No day is the same and we definitely question the status quo and aren't afraid to go above and beyond in our thinking, and we keep it human centred when it comes to design - technology is often the enabler not the solution. I get to relish my creativity, be vibrant and progressive in my thinking everyday and work for a company that respects and encourages that diversity not only in thought but more generally - what does that mean for me? It means I get to make a difference and for that I love my job. And how many people can say that in their role they are instrumental in delivering healthy water for life! Now that's something to be proud of.

After spending the last year developing a Customer Experience Framework, conducting customer research and working with our customers to develop our new online self service offering (mySouthEastWater), it was time for my next challenge. As the Customer Liaison Manager, I have the chance to operationalise what I have developed over the past year and ensure we deliver the best customer experience, efficently. I'm currently setting up a Case Resolution team to service our new online environment, reviewing our complaint management approach and integrating this along with best practice processes into my area. Loving being in frontline service again after many years, and encouraging my people to find more effective and efficient ways of managing their day to day activities. It's also a great opportunity to lead a much larger business area and I'm relishing the rewards and challenges that come with this. Establishing a continuous improvement mentality, developing a happy,high performing team, actively listening and assisting our customers and taking our service to a new level - great role!

In this role I was charged with developing a customer experience framework that would underpin our Customer Strategy and help us deliver the best service experience to our vast customer base. Customer research was key to this position and to the framework. Through actively listening to our customers and working with them to understand their needs, wants and expectations we were able to better tailor our service offering equating to a better experience for our customers and greater business efficiencies. Win- win situation. The segmentation study I lead played a critical role in ensuring we could continue to do this. So what was the highlight? The best part of this role by far was developing our new online self service environment and it is clearly one of my greatest career achievements to date. By taking a more considered approach and working with our customers to develop this service we now have a user-friendly, intuitive environment that will help reduce avoidable contacts and empower our customers to interact with us online, at their own convenience. Online forums, usability studies, focus groups and pilot studies all helped inform the design and we've even named it mySouthEastWater after the online forum of customers who helped shape it. The next challenge is ensuring we have a sustainable support model to service this environment behind the scenes and ensure a seamless experience for our customers. Ongoing customer feedback and site analytics will also ensure we continue to enhance and improve this offering over time to meet the evolving needs of our customers.