Chris Rolland Email & Phone Number

Melbourne, Vic, Au

Sydney, Nsw, Au

As the Chief Risk Officer at the Telstra Group, I lead a team of Risk and Compliance professionals to improve the way Telstra manages its risks. I'm accountable for the following across the Telstra Group:- The Risk and Compliance frameworks and their successful implementation- An agile chapter of Risk, Compliance and Assurance professionals who support all of Telstra's functions- policy governance and our code of conduct- Corporate investigations- Crisis Management

Sydney, Nsw, Au

Sydney, Nsw, Au

I lead the portfolio management and investment function for Telstra's Consumer and Small Business function. The team I work with support the business to invest in and deliver the initiatives which bring Telstra's strategy to life. We manage ~$500m in Capital from Concept to Customer and are on a mission to help support a move to New Ways of Working in Telstra (I.e. Agile and Dev Opps). The group is diverse and made up of Investment Management and PMO, Business Architecture, Change Management and planning and Project Management.

Sydney, Nsw, Au

I lead Telstra's Digital Transformation program for our Consumer and Small Business division. This whole of business transformation will deliver a marked change in Telstra's propositions, operating environment and critical new opportunities for growth and cost reduction. My team is here to connect all parts of Telstra to make this transformation possible, from product teams, development teams and ensure our customer and agent experience is at the forefront of our decision making. I have direct accountability for the customer migration program and our BETA testing program (for customer and agent experience) and manage the capital budget for the 3 year program. We are focused on making this more than a technology program and the team are dedicated to launching with a simpler set of customer propositions and agent tools.This is critical to Telstra's 2022 strategy, which you can read more about here: https://exchange.telstra.com.au/telstra2022-our-plan-to-lead/

Sydney, Nsw, Au

At Telstra, we are fixated on fixing things...fast. My role is to drive the enterprise wide customer experience improvement program for Telstra's home products including NBN, broadband and voice. I lead a direct team of Customer Experience Improvement specialists to deliver structured root cause improvements to some of our most challenging customer experiences. We leverage a series of tools including Lean Six Sigma, Kaizen and BPM and Design Thinking to unite the organisation to improve the experience for our customers. Established program to improve Consumer NPS on the NBN, tasked with a 15 point turnaround to NPS in 12 monthsKey achievements include:- Improve Telstra's NPS for activating customers onto the NBN by 15 points in FY18 (Q4 FY17 to Q4 FY18)- Reduced time to activate on the NBN by 4 days in FY18- Reduced support calls to FoH by ~50K annualised

Sydney, Nsw, Au

Accountable for the strategy, planning and commercial governance of the postpaid mobiles business at Australia's largest telecommunications company. The role covers Mobile Phone, Mobile Broadband and Tablet services across Consumer and Small Business segments. Key reaponsibilities include:● 3 year strategic plan for the postpaid mobiles buiness● reporting anslysis and synthesis of key buiness performance indicators● lead key strategic programs and commercial negotiations● manage investment of $30m+ annual capital budget● manage a team of 8 senior commercial, strategy and business specialists● cross Telstra product lead on Credits and Adjustments program

Sydney, Nsw, Au

Directly accountable for a P&L of >$500M revenue driven through almost 1M customers using Consumer Mobile Broadband Devices and Tablets. Responsibilities include monthly/weekly sales figures, long term strategy for product category and all core and tactical offer development and customer experience. Highlights:- Exceeded revenue and SIO targets in FY15- Highest performing mobile product for NPS (to target)- Grew market share in a declining market

Sydney, Nsw, Au

Leads a team of Senior Marketing Specialists to drive the product marketing plan for acquisition, growth and retention of mobile customers at Australia’s largest telecommunications company. Key responsibilities include:• Deliver market share growth• Annual revenue target in excess of AU$2Billion• Manage a customer base of 3.2million customers and 1.8million new connection or retention events annually• Build annual plan covering full marketing mix across tactical price changes, offer development, handset launch, ATL and BTL promotion and channel execution• Lead execution and performance for the consumer mobile portfolio company wide.• Team performance management and development

Sydney, Nsw, Au

Sydney, Nsw, Au

Sydney, Nsw, Au

Recruited by Telstra during final year at university as part of their Graduate Program. Program consisted of structured rotations through different areas of the business, coupled with formal leadership and development training and mentoring from Telstra Executive team. Held roles in Customer Relationship Marketing & Segment Marketing.

Company Directors Course

D.School: Design Thinking Bootcamp, Design Thinking

Master Of Marketing, Marketing

Bcomm, Marketing