Dan Warby Email & Phone Number

Melbourne, Victoria, Australia

Designing experiences to improve participants' experience interacting with the National Disability Insurance Agency.

Melbourne, Victoria, Australia

I write, arrange, record, mix, master and market music that is distributed via vinyl pressing, radio play and digital streaming (Spotify, Apple Music, Deezer, Amazon Music, iTunes and all major streaming platforms).Songs that I have written, produced and released on digital platforms have been streamed 30,000+ times in 80 different countries across 5 continents. I have 2.5k monthly listeners on Spotify.Music is distributed under the name Dub Machine.

Greater Melbourne Area

Led team of Customer Experience, User Experience and Service designers.My company focus was on building design capability across teams and fostering a team-first mentality, along with high team utilisation, strong revenue outcomes and profit numbers.In delivering projects for a variety of clients from financial institutions and federal government departments, to public utilities and state government agencies, my priority was on creating amazing experiences within project… Show more Led team of Customer Experience, User Experience and Service designers.My company focus was on building design capability across teams and fostering a team-first mentality, along with high team utilisation, strong revenue outcomes and profit numbers.In delivering projects for a variety of clients from financial institutions and federal government departments, to public utilities and state government agencies, my priority was on creating amazing experiences within project timelines and cost constraints. Key Team Projects:Banking Mobile Onboarding, Banking Lending Portal, Water Utility Employee Experience, Federal Government Agency Mobile Tool, Broker Portal and State Government Agency School App. Show less

Greater Melbourne Area

I delivered 3 projects in this role.Lead Customer Experience Content Designer, Public Utility - The organisation wanted to build customer experience competence and focus. I created and delivered 7 learning modules and Vlogs for training groups org-wide. 4 modules were customer experience 'foundation' courses and 3 were 'mastery' courses covering key customer experience capability from ‘Delivering Exceptional Experiences’ to ‘Turning Insights into Action’.Loyalty Management… Show more I delivered 3 projects in this role.Lead Customer Experience Content Designer, Public Utility - The organisation wanted to build customer experience competence and focus. I created and delivered 7 learning modules and Vlogs for training groups org-wide. 4 modules were customer experience 'foundation' courses and 3 were 'mastery' courses covering key customer experience capability from ‘Delivering Exceptional Experiences’ to ‘Turning Insights into Action’.Loyalty Management Experience Designer, Automotive - The company wanted to mitigate competitive threats, increase loyalty, whilst improving propensity to buy, average transaction value and repeat purchase performance. To achieve the desired outcomes I researched loyalty concept appeal and user drivers through in-depth interviews with members of key customer segments. From there I prioritised loyalty features, created experience journey maps, drafted service blueprints, wrote loyalty system business requirements, coordinated vendor RFI process and wrote system test cases.Digital Customer Strategy Designer, Public Utility - The organisation had digitised its customer-facing content without an overarching strategy. To achieve control in experience I conducted an experience review and recommended a pragmatic strategy to address the issue. I designed and implemented a cross-functional digital content governance authority to review and approve new and existing content.Lead Service Designer, Government Department - With a distributed workforce the department were concerned with the low usage of their Occupational Health and Safety App given the high-risk nature of work being undertaken. I addressed the issue by firstly conducting comprehensive cross-functional and geographic user research to identify key usage issues and drivers. I designed forward-looking scenario-based service blueprints to address critical digital user issues. I also wrote the business requirements for use by the department in their RFP process. Show less

Melbourne, Australia

I led Mext Consulting’s Australia division in experience research, experience design and service design implementation for customer experience, brand development, and market growth focused projects. I managed operational and project delivery using unique cutting-edge needs and trust modelling research and design techniques with clients locally and globally in more than 25 countries. I led more than 20 experience design projects during my time at Mext.Sample of my key Mext projects/roles… Show more I led Mext Consulting’s Australia division in experience research, experience design and service design implementation for customer experience, brand development, and market growth focused projects. I managed operational and project delivery using unique cutting-edge needs and trust modelling research and design techniques with clients locally and globally in more than 25 countries. I led more than 20 experience design projects during my time at Mext.Sample of my key Mext projects/roles -Global Experience Design Researcher, International Charity - I identified and validated, through quantitative research, how to appeal to donors through targeting decision-making needs in 18 fund-raising countries across Asia, Europe, North America and South America.Lead Experience Designer, Australia Charity - I developed and established a new fund-raising donor experience to create additional revenue sources for the fund-raising team.Lead Customer Experience and Brand Researcher, Energy Company - I ran the Voice of Customer (VOC) program for 3 years. The program combined in-depth interviews, focus groups and ongoing quantitative research. The VOC program made continuous customer experience improvement recommendations as well as providing competitive brand positioning, marketing, energy usage technology and sports sponsorships advice across the business.Global Product Innovation Designer, International Charity - To support diversification of revenues I worked with the global product innovation team to develop 2 digital product concepts focused on the key customer experience needs of thrill and competition.Lead Service Designer and Researcher, Service provider to sufferers of neurological conditions - To improve service experience and brand appeal I conducted in-depth interviews and quantitative research to better understand needs, implementing a radical change to service provision and brand positioning. Show less

Melbourne, Australia

I designed and implemented a complete multichannel experience for customers of Friendsurance - Australia’s first ever peer-to-peer insurance company.I created and operationalised the service blueprints for online sales, outbound marketing, inbound/outbound telephone enquiries, live chat, chat bot, claims and inbound/outbound email management.I also wrote business requirements for the systems necessary including telephony, chatbot and case management.

Melbourne, Australia

I delivered a research and service design project for the new regional health agency Advantage Healthpoint in Gippsland.I researched and implemented a differentiated service experience model for those requiring allied health services in remote communities.

Melbourne, Australia

I led the team responsible for customer experience strategy, research, measurement, service design and implementation across brands for 10 million consumers, 200k businesses and 4000 staff.I created a full suite of customer experience journey maps and service blueprints for all products and services offered.To keep executives and senior leaders focus on customers I institutionalised monthly ‘Customer Days’ where customers were invited in to share their experiences.

Melbourne, Australia

I designed and implemented a Voice of Customer (VOC) model, including a full Net Promoter Score system of strategic, operational and relationship metrics, combined with an employee incentive program tied to achieving company NPS targets. I used both Medallia and Qualtrics as research and measurement tools to deploy the programI also developed and implemented trust-based customer segmentation models and engaged in various customer experience based continuous improvement and… Show more I designed and implemented a Voice of Customer (VOC) model, including a full Net Promoter Score system of strategic, operational and relationship metrics, combined with an employee incentive program tied to achieving company NPS targets. I used both Medallia and Qualtrics as research and measurement tools to deploy the programI also developed and implemented trust-based customer segmentation models and engaged in various customer experience based continuous improvement and insight-to-action projects across sales, service and fulfilment teams. Show less

Melbourne, Australia

Sensis was going through a broad transformation shifting from legacy systems to a new technology stack. I was responsible for the process and change activities to support the technology transformation across 27 functions in 22 locations nationally.

Melbourne, Australia

I managed significant strategic and innovation initiatives within the organisation such as the development of travel and employment verticals.

Master Of Arts In Communications, Communication And Media Studies

Majored in Cultural Dreaming, Globalization, Asian Communications, Textuality and Discourse Thesis by research – ‘Telstra’s Convergent.

Bachelor Of Science With Honours, Sociology

Majored in Research Methods, Occupational Cultures, Gender Crime and Justice, Theoretical Criminology, Social/Gender Divisions.