Claudia Grinzi Email & Phone Number

Melbourne, Vic, Au

Australia

Melbourne, Victoria, Australia

Works with employer Engagement and Learning teams as well as Community Organisations, to build interventions and deliver D&I training that builds understanding and support structures for leaders and staff to create safe, fair and welcoming workspaces, supporting their D&I ambitions to attract and retain a diverse workforce.Curate and facilitate regular inter-cultural community and stakeholder engagement forums to exchange knowledge and insights on Diversity & Inclusion in the workplace.

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Accountable for relentless focus to design and implement best in class end to end digital service customer experience and capabilities.Responsible for vision and strategies to achieve business objectives to reduce cost base, drive digital self-care adoption, deliver productivity benefits and lift customer advocacy. Achieved record online service transaction mix with 8pt growth YoY by launching transformational digital service capabilities across big and small screens, optimising existing capabilities to improve CX and influenced and collaborated with channel partners to implement policy changes and digital steering programsLed team through major organisation structural change which resulted in a more streamlined and efficient workplace and operating model with clearer role responsibilities tailored to the enterprise’s new direction

Melbourne, Australia

Accountable for strategy, design, creation and optimisation of end to end consumer digital service experiences on big and small screens that are simple to use, relevant and can be leveraged across retail and customer contact channels that both customers and staff love.Across multiple portfolios including mobility and e-payments, reduced cost to serve by $12m+ over FY14/15 and FY15/16 and delivered revenue growth of +12% through digital steering, adoption programs and delivery of new digital customer experience capabilities to shift customer behaviour to low cost channels.Focused on driving innovation and using design thinking, launched personalised and contextual mobile app capabilities, digital on-boarding programs, digital wallet, enhanced online activation UX features and online sales capability achieving exception digital channel growth and advocacy lifts.

Melbourne, Australia

Accountable for Telstra’s online Pre-Paid customer service experience across recharge, activation, usage and support which includes driving online adoption, designing and creating new features using customer insights, driving advocacy and delivering revenue uplift while reducing cost base.Key achievements:* Successfully delivered continuous improvement program of work including designing and creating digital user experiences and capabilities which achieved 5%pt growth YOY and record channel share of all pre-paid recharge revenue through digital channels.* Doubled online activation transactions since July 2013 becoming leading channel* Major contributor to achieving call reduction target and overall Digital Service target* Increased Pre-paid activation NPS to +26, up from +12 in June 2013 against target of +20* Delivered the FY14 plan and set the FY15 Pre-Paid Digital strategy, forecasts, POW and budget allocation across Recharge, Activation and Support functions

Melbourne, Australia

* Responsible for developing annual mobile broadband marketing comms strategy based on clear market segmentation analysis *Accountable for leading a team of marketing specialists to deliver effective best practice marketing communications and launch activities.* Worked closely with partner agencies to develop insight driven end to end marketing campaigns and value propositions across multiple marketing functions to maximise return and engagement incl TV, press, digital banners, video, social media and external partnerships* Responsible for design, execution and measurement of end-to-end marketing and multi-channel promotions and campaigns to increase market penetration and usageKey Achievements:* Positioned Telstra as #1 Mobile Broadband and Tablet provider in Australia* Consistently delivered benchmark engagement and sales conversion results across digital and direct response campaigns by continually testing and optimising approach* Provided strong leadership during times of intense market competition, to deliver program of work including the innovative ‘Always On’ digital activity* Developed Telstra’s first online video content strategy using NPS data, customer analytics and market insights* Lead development and execution of the marketing strategy, marketing comms plan and value propositions that brought to life Telstra’s huge investment of the AFL sponsorship and innovative Data Share Plans

Sydney, Australia

Responsible for delivering integrated marketing communications plans including value propositions to drive acquisition and retention of the Family & Fun segment by executing consumer insight led marketing campaigns Accountable for development and delivery of TTL marketing campaign program for Wireless Broadband and Pay TV categories, to support business growth objectives in acquisition, usage and retention.Responsible for core insight development, marketing communication strategies and briefing process to achieve business outcomes, business unit alignment and Telstra marcomms differentiation for the Telstra Shop network consisting of 300+ storesKey Achievements:* Successfully launched Mobile FOXTEL service offering, shifting brand awareness by 10% points * Successfully delivered calls +17% target and Cost per Call $62 for TTL Home & Mobile Cap campaign * Increased catalogue revenue 5% YOY and won Aust Catalogue Association ‘Business & Communication Equipment' Award

Bachelor Of Business, Marketing And Economics

Mental Health First Aid Accredited 2022