An experienced strategic, operational & transformation leader with a track record of more than 20 years delivering transformative business focussed outcomes that improve business agility & customer experiences.Strategic planning & change management: strategy planning development / implementation of strategic change / short to long term planning / leading transformational change with people, to systems & improving processes Business process & CX improvement; co-designing process, developing customer satisfaction programs, measuring NPS, identifying success measures, sharing results at all layers, tracking performance & improving customer experience. Customer/business systems & tools; breadth of experience supporting & enhancing business tools such as: CRM’s, reporting/analytics, operational tools, agile methods, work flow management, portals, surveys, digital & robotics/automotive tools.Operational performance & optimisation: creating customer service management operations / delivering performance results / optimisation to deliver business outcomes / managing complex customer operations Relationship building: developing people leaders / building effective teams / vendor management & leveraging suppliers / collaborating & alignment with peers, stakeholders & business partners Experience:• Customers; B2B (business/industry) & B2C (consumer & retail) / sales & service / loyalty & priority assist / concessional & emergency response / Australia & International • Industries; Banking & Payments / Transportation, Aviation & Tourism / Financial Services / GBE (Government Business Enterprise) / Telecommunications & FMCG (Fast Moving Consumer Goods) • Environments; small-medium-large teams (6 - 50 - 1500) / single & multiple locations (states/countries) / growth upsize phase / down size & channel shift / insource & outsource / greenfield & 24 x 7 operations.