Aligning customer focused efforts to areas of greatest benefit while uplifting customer centricity at this ~$185billion investment fund offering a diverse product range incl. financial advice and insurance. Key responsibilities:• Customer Strategy (Members, Businesses, Advisers)• Digital Platforms (Web, App, Portal, CRM)• Actuarial Science (Long term modelling, Customer Lifetime Value)• Data Analytics, Reporting & Capability (Predictive Models, BI, Data Product Enablement)• Customer Experience & Design (UX & CX)• Market Research & Voice of Customer (NPS, Ease, CSAT)

Kids Under Cover is a not-for-profit organisation dedicated to preventing youth homelessness. Currently housing ~1,000 young people every night. The building of relocatable accommodation and provision of scholarships supports young people who are at risk or are already homeless.

• Group Strategy & Transformation• Data Strategy, Analytics & Insight• Corporate Affairs & Investment Relations• Government Relations & Public Policy

Guiding the collective customer strategy (e.g. across Product, Service/CX, Distribution and Marketing/Brand activities) for Members, Financial Advisors and Businesses.Reporting to the Chief Strategy & Corporate Affairs Officer, and responsible for five key functions:• Customer Strategy & Centricity Programs• Performance Reporting & Business Intelligence• Voice of Customer• Market Research • Advanced Analytics

Concurrent with my role as Head of Customer Strategy & Insights this role shadowing provides a deep engagement with the Member Operations & Oversight department.

Leading a team to develop insights-driven customer strategy. Responsible for the functions of Customer-Focused Innovation Forum, CX Measurement/Voice of Customer, Market Research and Structured Experiments.

Consulting engagements: • Validated a Wealth Management target customer segment, developed the value proposition and operating model design including benefits and capability assessment, and transformation roadmap• Developed a Fintech ecosystem strategy for State Government via assessment of enabling capabilities, international benchmarking and design of an 'industry participation model'• Designed and implemented a governance structure for customer measurement and initiative response across strategic, customer journey and channel interactions • Secondment as Leader of Customer Analytics & Research with a focus on enhancing proactive customer strategy development and embedding insights

Consulting engagements:• For the Investment Banking Lead Managers and Government Working Group of the Medibank IPO: Informed the share offer structure, logistics & comms via qualitative analysis, market sizing, segmentation & forecasting• Led a program to improve uptake of Asset Based Lending products with Private Equity firms, Corporate Advisers and end-user Businesses, resulting in Value Proposition and Go-to-Market strategy• Designed & managed a Customer Experience program across Business and Private Banking divisions, delivered ongoing recommendations for Propositions, Staff Management and KPIs

Consulting examples:• Designed and implemented the HNW Customer Experience program of a Private Wealth division, data output and recommendations informed KPIs and enhanced measurement capability of customer strategy initiatives• Conducted a Choice Modelling study for a Stock Market Analysis Software provider to understand purchase drivers, leading to recommendations on features, pricing and market placement

• ASIC Advisor Qualified: Securities, Managed Funds, Superannuation, Life Insurance, Financial Planning• Asset Class Investment Committees: Portfolio assessment, fund manager interviews and selection• Fundamental and technical analysis: Listed Securities, Managed Funds and Private Equity