Chloe Celani Email & Phone Number

I help organisations and business leaders connect the dots between customer experience, employee experience and technology. Creating actionable roadmaps and recommendations to evolve fragmented touchpoints into integrated experiences that leverage modern and legacy tech to: - improve CX- integrate channels- reduce operating costs- and generate leads / deflect unnecessary enquiriesMy approach involves thinking big, but starting small - creating product strategies for integrated web, portal and CRM solutions - ensuring the right frameworks, governance and ways of working are in place to scale successful pilots into programmes, initiatives or directorates. I’m technology and methodology agnostic, and a strong advocate for composable, reusable and user centric solutions. With a proven track record delivering pilots and projects that deliver tangible and replicable business benefits in months vs years (reducing time to market by up to 70%), leveraging a range of tools including: - systems thinking- service design- qual and quant research- design thinking- lean- co-design- composable architecture - and various forms of agile product deliveryAs a strategy, service design and delivery director, I've led the inception and operationalisation of transformational integrated experiences and solutions across the public and private sectors in Australia and the UK. With a strong focus on building high performing shared service teams, centralising and consolidating disparate experiences and back office systems, adopting micro-service architecture principles and putting people, process and governance at the heart of every initiative (leveraging digital as an enabler). I'm passionate about building digital skills and capability within enterprises, equipping traditional roles with skills for the future and mitigating ongoing reliance on consultants. Over the past 10 years I have developed and refined a digital service modernisation framework, designed to deliver service transformation initiatives in a manner that supports expedited benefits realisation, underpinned by the formation and capability development of multidisciplinary teams who learn while delivering real projects.Lastly (and kudos if you’ve made it this far), I'm always happy to share frameworks, templates and trade battle stories. So if you need a hand or have a question feel free to reach out!

Listed skills include Account Management, Project Management, Proposal Management, Proposal Writing, and 22 others.