Daniel Peacock Email & Phone Number

Parramatta, New South Wales, Australia

Privileged to manage 5 operational customer facing functions that collectively service over 36 million customer interactions across our diverse customer base.The functions include- Customer Interaction CentreResponsible for the primary front line telephone channel for all Sydney Water’s 5 million customers across the entire customer lifecycle, along with supporting our vulnerable customers through our Hardship Program.- Business Customer AccountsResponsible for the operational relationships with Sydney Water’s Business Customers, providing guidance and expertise on required products and services required to ensure business customers can have continuous and safe water/wastewater services.- Customer Communications & Digital InteractionsResponsible for ensuring that all digital platforms and channels offered by Sydney Water, deliver a consistent high-quality, positive and easy experience for customers. The team is also responsible for the development and delivery of customer account related communications, which support and align to key strategic messaging to help achieve strategic outcomes.- Customer Compliance & EscalationsResponsible for ensuring the Customer Experience Group report and adhere to operational licencing and customer contract standards. The team lead the pricing and compliance requirements relating to customer products & charges. The team also manages Sydney Water’s complaint, ministerials, escalation and claim handling process, including the relationships with third party complaint escalation bodies.- Interaction Insights &PerformanceResponsible for providing interaction data and insights from operational interaction functions within Customer Experience, and provide essential support/enabling services to our front-line teams which are critical to their performance. The team offers a business and data analytics function to the Group to help identify opportunities to improve customer interactions and deliver operational efficiencies.

Parramatta, New South Wales, Australia

Responsible for 3 Functions within Sydney Water : - Customer Program Delivery- Regulatory & Reporting- Water Efficiency Team

Sydney, Australia

• Manage a centralised team of multi-disciplined HCD specialists, that focus on longer term strategic projects across all customer and employee lifecycle stages.‬‬• Responsible for continuously developing an endorsing HCD capabilities across the entire organisation.• Improve a human-centred design capability tailored for Sydney Water, that can be successfully adopted to deliver customer/employee experience initiatives across the organization • Influence and actively engage stakeholders at all organisational levels including the executive , to cultivate efficient and effective cross functional collaboration, with resource sharing arrangements to optimize delivery of initiatives. • Build rapport, manage and consult with internal stakeholders to understand their challenges and objectives, and prioritised to drive customer & business insights.• Leverage human-centred design and customer-centric thinking to influence, prioritise and improve outcomes of business-led projects‬‬• Uplift research capability by formalising and gaining organisation approval of policy and processes required to undertake qualitative customer research without the requirement of an external provider.• Oversee and coordinate the delivery of a program of HCD initiatives, to meet agreed milestones and ensure benefit realization

Parramatta

• Responsible for leading a dedicated CX project team of 10 internal resources from various parts of the organisation, from concept to completion for a period of ~15 months.• Designed and introduced and new business unit into the organisation to deliver and operationalise the Developer CX solution, which included generating new people and technology capabilities to support the new service offering.• Developed the ‘Project Lifecycle Blueprint’ and ‘Delivery framework’ which the organization will use as a base line for all future customer experience projects to follow.• Collaborated with multiple business stakeholders to scope and plan and deliver strategically significant projects, whilst obtaining buy in and commitment to create new consumer experiences that have been significantly different to current BAU.• Facilitated and lead service design workshops, taking senior stakeholders offline, developing; customer personas, design principles, evaluated and redesigned internal business process, ideated the product and service design, built strawman prototypes, and created new customer journey maps.• Lead prototype design and testing with target customers to ensure MVPs are produced that addresses customer’s unmet needs. Capturing results and outputs to ensure additional improvements are made to improve the solution and add value.• Applied and deployed new CX concepts to the business, such as developing a bespoke lean experience canvas, using a lean start up start up approach, demonstrating human centred design thinking and utilising agile delivery methods.• Identified, purchased and implemented new customer survey tools to assist the business in understanding customer experiences, pain points and unmet needs.

Parramatta

• Responsible for obtaining customer insight, designing and implementing the ‘Meter Tap Express’ customer service offering, which is one of a few commercial service offerings delivered by Sydney Water. The project increased customer satisfaction scores and generated additional.• Designed and implemented new commercial products and services for customers• Defined and manage project scope, time, quality, cost, resourcing, procurement, change, stakeholders & communications, risks & issues and business integration.• Lead multiple projects and managed key stakeholders to ensure agreed deliverables were achieved effectively and gained organisational support and endorsement.• Implemented effective change and communication strategies and plans, and ensured change activities are integrated with the project schedule. • Created and managed project governance frameworks and structure including lifecycle stage and decisions• Develop, maintain a detailed project schedule to ensure objectives are met.• Identify, monitor and mitigate project issues and risks, and escalate unresolved issues and risks to the Project Control Board / Program Manager as appropriate.• Manage the project to deliver the agreed objective within budget, timeframes and to the quality as delegated by the Program/ Project Board.• Manage third party contributions to the project • Process design leveraging Lean Six Sigma methodologiesEconomic financial assessments of proposed service offering

Sales Source Recruitment

Founded in 1986, Sales Source provides specialist recruitment and complete selection services to many of the Asia Pacific’s top 500 companies and enjoys an enviable reputation for tailoring specialist recruitment and staffing solutions.• Designed and implemented ‘new starter program / process’ for all new starters within the organization, along with changing existing processes to allow a more streamlined approach to the general day to day running of company activities.• Delivered the ‘CRM Project’ – Redesigning and restructuring of the CRM - sales source’s client database. Items included, Detailed Search Options, Automated Email Facilities, Cross Pollination with Outlook, Video profiling, DMS solutions, Date Capture Additions & Changes etc. • Co-ordination, administration and implementing new pilot internship scheme, which was a new arm of the business.

London, United Kingdom

• Reporting directly to the Director of the company, my role was day to day decision maker (within tolerances agreed) and to head up all operations, including but not limited to, sales, projects, customer services, procurement, logistics and stock control.• Increased revenue by 100% and gross profit of business by 70% during my 3.5 yr tenure by delivering numerous projects undertaken, some of which included new revenue streams, others included cost saving and business mprovement exercises.• Ideated new business opportunities and services, such as introducing an annual vehicle overhauling service, third party advertising and private commercial chauffeuring campaigns.• Researched, implemented and managed a new document management solution while continuing to operate in a BAU capacity. This project produced a reduction in hard copy documentation storage by 80%.• Improved ROI through research and development projects, by creating new process and structures in vehicle acquisitions, thus enabling the company to increase vehicle fleet by 40% and reduced the acquisition costs by 50%. • IT & Telco efficiencies – Creation and implementation of; DMS Solutions, CRM Database, Financial Accounting & Reporting System, Inventory Management and Automated Diary Assist to name a few.• Utilised Six Sigma methodology to identify key business efficiency opportunities and eliminate wastage, which resulted in – financial benefits, increased processing and reporting capabilities.

Redhill, United Kingdom

This position was a part time consultancy role in addition to another full time role.• Responsible for costing, estimating and planning renovations, constructions and kitchen design and installation projects.• Projects included, residential and commercial constructions & renovations, Residential Kitchen, bathrooms and extensions.• Day to day Management of project team, which predominately included sub-contractors & tradesman, resolving any problems and issues that arose with stakeholders or sub-contractors.• Acted as the main point of contact for customers during the construction of their kitchen or construction work.• Reviewed and approved all project documentation, from customer contracts, status reports, and tradesman certifications.• Identified, costed and processed any contract variations, being held responsible for escalating issues and areas of concerns to senior managers.• Monitoring actual expenditure figures against forecast budgets, along with site visits to ensure quality of work and progress were within tolerances.

London, United Kingdom

Fuel Investments were the financial arm of Instant Access and Inside Track who were the UK’s leading membership-based introducer of off-plan, residential property in the UK and internationally. Instant Access offered investors a unique one-stop property investment service in which property investment opportunities are identified and offered.In 2007 and 2008 they were the largest introducer of buy to let mortgages in the UK and were bought in 2009 due to the GFC.Project Manager (Apr 2006 – Jan 2009)Project Manager• Delivered and was responsible for the ‘International Mortgage Project’. Designing, planning and implementing new mortgage strategies and products in Spain and the US. This project delivered in excess of £5m in extra revenue through fees plus further insurance based revenue.• Successfully introduced new project management methodologies to the organization when designing and delivering the new product included lean start up tools, six sigma and Prince 2.• Designed, managed and improved the business process and customer experience customers received at weekend seminar events.Independent Financial Consultant (Mar 2003 – Apr 2006)

6 Sigma, Project Management - Business Improvement, Green Belt Certification

Prince 2 - Practioner, Information Technology Project Management, Priince 2 Certification

Cefa (Certificate In Financial Advice And Planning), Financial Planning And Advice, Diploma

Cemap (Certificate In Mortgage Advice And Practise), Financial Planning And Advice, Diploma