Chris Mcdermott Email & Phone Number

New Zealand

Lincoln

Wellington

Wellington

This role presents a unique opportunity to experience the challenges of the Business first hand, and explore the potential for innovation and design thinking from the inside.As business owner of Kiwibank's daily banking products (transactional accounts and overdrafts) I'm responsible for: - Market strategy - Product management - Product development - All revenues and costs associated with these products

Wellington

Retail Transformation is a programme tasked with re-designing the Retail network shared by New Zealand Post and Kiwibank. RTP has the objectives of Growing Kiwibank faster, reducing operating costs, and radically improving the Customer Experience for both Kiwibank and New Zealand Post.Having developed Kiwibank's channel strategy in my previous role, I took the opportunity to lead the Customer Experience Workstream on RTP. My stream is responsible for the design of the future Kiwibank… Show more Retail Transformation is a programme tasked with re-designing the Retail network shared by New Zealand Post and Kiwibank. RTP has the objectives of Growing Kiwibank faster, reducing operating costs, and radically improving the Customer Experience for both Kiwibank and New Zealand Post.Having developed Kiwibank's channel strategy in my previous role, I took the opportunity to lead the Customer Experience Workstream on RTP. My stream is responsible for the design of the future Kiwibank and New Zealand post branches, covering all aspects of physical design, service design, and GUI's for new Self Service technologies. We have also developed the product and service mix across the future branch formats, and are leading the re-design of New Zealand Post's consumer sending range in conjunction with the business owners for sending.My team takes a Customer centred approach to design, using and adapting techniques born in the field of UX/UCD, to the challenge of designing an end to end branch experience for Customers.2011 saw us pilot 5 new branch formats in the Kapiti region. Through 2012 and early 2013 we have been evolving and refining our design based on learnings from this pilot. This work has now culminated in the successful rollout of 8 new Central Branches on the North Shore. Show less

In this role I am essentially responsible for ensuring that Kiwibank delivers a unique, and excellent experience to Customers across all touchpoints.My teams provide Kiwibank with Customer Research and Design expertise, leveraging user centred design methods; Channel Strategy development, reporting, and execution support; and Channel Sales and Service Expertise, in particular managing and supporting the relationship between the Kiwibank business and the NZPost store network channel.

In this role I am resposible for championing and embedding a Customer Centric culture and strategy across Kiwibank, and providing strategic leadership to Kiwibank's channels.My past focus as Customer Experience Leader continues with the focus on executing our Cusotmer Exprerience strategy. I now add the reponsibility of developing and executing a channel strategy that covers all touchpoints the banks have with Customers. The goal being to build a optimal channel model that allows us at… Show more In this role I am resposible for championing and embedding a Customer Centric culture and strategy across Kiwibank, and providing strategic leadership to Kiwibank's channels.My past focus as Customer Experience Leader continues with the focus on executing our Cusotmer Exprerience strategy. I now add the reponsibility of developing and executing a channel strategy that covers all touchpoints the banks have with Customers. The goal being to build a optimal channel model that allows us at Kiwibank to deliver world-class customer experiences across all Customer Touchpoints. Show less

Bank wide customer experience strategy. Facilitating measurement of customer experience and user centred design throughout the organisation. Customer champion.

Responsible for the delivery of a superior end to end customer experience vision across the whole of NGT. Ensure we continually validate through a customer feedback and insights programme.Support build trade-off discussions.Embed Customer Experience design capability in both our build and operate activities

Establish and manage customer insights programmeCreate and syndicate customer journeysDesign and syndicate customer touchpoints and interactions mapChampion Customer Experience requirements during trade-off decisions during NGT build and build a Customer Experience culture by demonstrating value, educating, and providing tools and processes used by all NGT staff

Msc 1St Class Honours, Marine Ecology

Bsc, Marine Biology