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.

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.
• 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

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.
• 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.
• 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.
• 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.

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.
• 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

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.
• 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.
• 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.
• 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.
• 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.
• 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.

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.

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.
• 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.
• 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