Cindy Vandecasteele Email & Phone Number

Sydney, Nsw, Au

Accountable for the customer experience across digital, voice and third party channels, my team spans sales, service and support. We are delivering the customer engagement model that enables Alinta Energy customers to transition to a low carbon future.

Melbourne, Victoria, Au

As Australian Unity's CCO, I am accountable for member/customer strategy and member/customer experience. I lead a multi-disciplinary team focussed on customer strategy and advocacy, human-centred design & customer journey mapping, customer insights and innovation, digital channels, digital transformation and member engagement.

Melbourne, Victoria, Au

As the Delegate of the CEO of Australian Unity Retail, I am accountable for Strategy, Strategic Execution & Business Operations of Australian Unity's Retail Division (Health Insurance, Banking, General Insurance) and leadership of Australian Unity's Digital Channels. Main accountabilities: - Transformational leadership of Australian Unity's Digital channels through adoption of Agile ways of working and investment in capability, tooling and infrastructure focussed on digital NPS, digital lead generation, online sales and self-servicing adoption. - Retail Strategy and Strategic Planning - Retail Strategic Execution Roadmap and Project portfolio- Retail Business Operations (Crisis Management, Business Continuity Planning, Vendor Management, Technology, Community Impact)- Business owner of Retail Business Systems, Applications and Technology Delivery- Retail executive liaison with Group Enabling Functions (Risk & Compliance, Finance & Strategy, People & Culture, Customer, Digital & Technology)

Richmond, Victoria, Au

Soon after the Make-a-Wish Australia organisation appointed a new CEO, I assisted the organisation as an independent consultant with: - CEO Advisory Services (Organisation Current State Assessment, SWOT, Opportunities, Strategic Roadmap advice) - Wish Design & Production Team Org & Process Re-Design- Wish Excellence Program Design & Delivery, increasing team engagement, productivity & effectiveness

Gent, Be

As the VP Product Strategy at NGDATA, my accountabilities included Global Product Strategy, Corporate Strategy and Product Management (Product Management methodology & implementation to operational maturity; Strategic planning, market entry and product enablement of US Partners, Sales & Services teams). • Development of 2020 Strategic Plan, US Go-to-Market Strategy, Product Roadmap, Solutions & Services Catalogue, Competitor Analysis and Product Positioning enabling company growth from 80 to 200 employees, 50+% revenue growth year-on-year, 2 successful acquisitions, and successful Series B & C Funding. • Championed and operationalized Business Product Solutions to reduce Cost of Acquisition and Time-to-Value. • Responded to RFPs, presented at the client orals. Won strategic clients, expansion in US and new target vertical market. NGDATA is the customer experience management solutions company empowering enterprises to Listen Bigger to all customer interactions, Learn Faster from behavior and contextual information, creating more effective actionable insights, and Execute Smarter on these insights to better find, optimize and engage targets.

Melbourne, Victoria, Au

Strategic and operational leadership of Business Management (BM) department: A$ 30m operating budget, 200+ professionals. BM provides business advisory and strategy execution services to EST in the domains of risk & compliance, process improvement & operational excellence, performance analytics, change management and portfolio governance. EST division: A$2.7bn operating budget; 10,000 employees; operations, technology and shared services.- Established Business Management department by consolidating 35+ local teams from across EST. Reduced costs base and headcount by 25%. Achieved Hays Employee Engagement score of 59% (top quartile), up from 27% and Enterprise Collaboration (stakeholder engagement) score of 4.13 (top third), up from 3.48. - Developed EST strategy, strategic execution metrics, investment planning roadmap, change governance framework. Evaluated Investment Portfolio (A$ 400m) across the division based on commerciality, desirability and do-ability of initiatives. Portfolio ROI increased by 20%. - Led Operational Excellence program reaching 2,000+ employees within first 12 months. Cost reduction of A$10m p.a., 40% increase in operational capability, 9% productivity increase. - Designed and implemented key controls library (~200 key controls) and controls assurance function. EST was first division to practice pro-active, fact-based operational risk management.

Melbourne, Victoria, Au

Strategic and operational leadership (A$ 20m operating budget) of a 250 seat inbound and outbound sales and servicing customer contact center for Business & Mortgage Broker customers. - Started and expanded (in function scope, capability and team size) Business Banking contact center, through executive influencing, shaping and execution of business transformation initiatives. - Winner of 2012 VIC ATA Contact Centre of the Year. - Increased customer satisfaction from industry #4 to #1 through implementation of post-call survey and ‘first call resolution’ program. - Increased employee engagement results (+7%, “trust in leadership”: 81%) during a time of transformation.

Melbourne, Victoria, Au

Program management of initiatives to improve mortgage customer experience and loan processing efficiency & quality. Leadership of a cross-functional team of ~25 people from product management, customer management, operations and projects. - Created collective understanding at C-level of mortgage customer requirements and competitor landscape vs. NAB’s capability, resulting in investment and framework for identification and prioritization of initiatives.- Implemented Business Process Foundations across E2E mortgage process, future-proofing value chain. - Sample initiatives delivered: 50% reduction of documentation requirements, 40% reduction of error rate, transformation of lending verification process based on applicant’s risk profile.

Melbourne, Victoria, Au

Cross-functional mortgage-related project leadership driving compliance, efficiency & quality and revenue generation. Strategic & Operational Vendor Relationship management of the Lenders Mortgage Insurance (LMI) function. - Transformed Lenders Mortgage Insurance operations, closed audit issue and removed long-standing compliance, customer experience and operational pain point: customer refund program, implementation of B2B gateway, RFP, contract negotiations and successful on-boarding of new LMI provider. - Founded Mortgage Retention Unit, still vital to NAB’s mortgage book (~80% retention rate).

Dublin 2, Ie

Management Consulting Division | Financial Services Industry | Process Competency | Customer Relationship Management (CRM). Fortune 500 Financial Services Companies in Australia, Belgium, The Netherlands, Luxemburg and Germany. Selection of assignments: - Business Development & Engagement lead. NAB (Retail Banking), Melbourne (2005-2006)Launched risk-based pricing home loan product and specialist operational support unit. Record 4-month national product launch allowed NAB to remain competitive in mortgage market. - Business Analysis lead. NAB (Corporate & Institutional Banking), Melbourne (2005)Responsible for functional requirements, software package selection and channel management function development of digital banking portal for corporate & institutional banking clients. - Business Development & Engagement lead. ING (Life Insurance), Antwerp, Belgium (2003-2004)Board presentation of business case and implementation plan sold ~4,000 consulting days and added a new client to the Accenture portfolio. Led cross-functional team & delivered program of work improving operational efficiency of Employee Benefits business by 20% through product simplification and process re-engineering. - PMO Lead. ING/NN (Life and P&C Insurance), Rotterdam/The Hague, The Netherlands (2003)Established a Program Management Office (PMO) (5 resources) to support a 200+ HR insourcing project. - Project lead. ING (Private Banking), Luxembourg (2001-2002)Designed, built, tested & deployed a Siebel CRM application and trained 200 Private Banking Relationship Managers. Leadership of business and technology teams (10 resources), reporting directly into Steering Committee. The project was delivered on time and within budget.

Master In Business Engineering, Applied Economics

Master Of Commercial Engineering, Applied Economics