Dilan Perera Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Au

EA is one of Australia's largest utilities, providing energy solutions to approximately 2 million customer accounts across residential, small business, commercial, and industrial segments.Reporting to the Chief Customer Officer, this role drives transformative change across the Consumer division, overseeing a multi-year investment portfolio while managing eight direct reports and ~175 indirect reports in a matrix structure. The remit encompasses delivering strategy execution, operational excellence, and technology-led innovation to support sustainable growth and elevate customer experiences. Regular engagement with the Board and key subcommittees ensures strategic alignment with enterprise-wide goals and accountability in performance delivery.Key achievements:• Designated as the Consumer business lead for the 2030 Enterprise strategy design, with accountability for strategy orchestration for Consumer.• Leading a $250M core technology upgrade currently underway, targeting a $100M reduction in operating costs and enabling transformational customer operations.• Spearheading a $20M digital transformation program, modernising digital architecture, enhancing customer engagement through chatbots and asynchronous messaging, and launching new iOS and Android mobile apps (scheduled for January 2025).• Championed AI adoption through targeted use cases and established internal process redesign capability, enhancing customer experiences and legacy processes, generating $2M+ in productivity gains. • Designed and implemented a new agile operating model, achieving $13M in operational efficiencies and improving cross-functional collaboration.This role plays a pivotal part in positioning the business for long-term success by aligning transformative initiatives with strategic objectives, fostering operational and technological innovation, and delivering scalable, customer-centric solutions.

Melbourne, Au

The Growth Academy provides tailored consulting services to facilitate large scale organisational change and business transformation through technology, digital and operating model innovation.

Victoria, Au

Medibank is the largest private health insurer in Australia, with 3.8 million customers and 27% market share, operating under 2 brands nationally. Reporting to the Divisional General Manager for Medibank, this strategic leadership role was pivotal in driving the technology, sales, and service transformation roadmap for the Consumer business. Responsible for overseeing a team of five direct reports and ~60 indirect reports, the mandate was to steer innovation, operational excellence, and scalable growth across Medibank’s customer channels, positioning the business for sustained leadership in a competitive landscape.Key Achievements:• Led cost transformation for the business by streamlining customer engagement, resolving key operational inefficiencies, deploying cost-effective channels, and increasing digital adoption, unlocking significant productivity improvements across key touchpoints.• Drove revenue growth by implementing centralised lead management capabilities, boosting sales conversion and operational efficiency across the business.• Directed the emerging markets portfolio, encompassing Corporate, Rural & Regional, and Migrant & Multicultural business lines, ensuring continued expansion into these key segments.This role was instrumental in aligning operational transformation with Medibank’s strategic priorities, leveraging innovation and data-driven insights to create scalable, customer-centric solutions and drive sustainable growth.

Victoria, Au

Reporting to the Divisional General Manager for Medibank, this key leadership role oversaw all distribution channels within the Australian business, managing a $600M annual revenue operation. Leading a team of 7 direct reports and ~700 indirect reports, this role carried the mandate to redesign the sales and service strategy, accelerate revenue growth, and integrate fragmented distribution channels into a unified, customer-centric operation. This transformation focused on enhancing the customer experience, improving operational efficiency, and maximising cross-channel synergies to ensure long-term, sustainable growth.Key Achievements:• Spearheaded a comprehensive overhaul of the distribution strategy, reversing a decade-long market share decline and driving double-digit revenue growth.• Took the best-in-class Medibank app to market (4.7-star rating, 140K reviews), significantly boosting digital sales engagement and customer advocacy.• Built and scaled a high-performing in-house call centre, achieving significant cost reductions, increasing sales conversion rates, and doubling customer advocacy.• Launched new propositions targeting migrant & multicultural, and rural & regional markets, transforming them into multimillion-dollar business lines.• Pioneered the introduction of virtual channels in retail, improving customer NPS and delivering significant annual productivity gains.• Introduced agile methodologies to streamline operations, accelerating speed to market and fostering improved cross-functional collaboration.• Medibank recognised at the Australian CX Awards for Best CX Transformation in 2019.This role was instrumental in aligning Medibank’s sales and service transformation with the company’s broader strategic vision, driving innovation across digital and operational channels to create scalable, customer-centric solutions and delivering sustainable, profitable growth across the business.

Victoria, Au

Appointed to lead Medibank’s largest distribution channel, overseeing a national retail network of ~100 stores with five direct reports and 400 indirect reports. This role carried full P&L accountability for a $300M revenue operation, driving the strategic transformation of retail operations to reverse a five-year decline in growth and reposition the channel for sustainable success.Key achievements:• Designed and implemented a 'Local CEO' operating model, empowering the store network to deliver double-digit improvements in revenue growth, productivity, and customer advocacy.• Spearheaded a targeted store re-engineering program, optimising sales, service, and go-to-market execution.• Successfully returned the retail channel to both P&L and customer growth, achieving a significant operational and financial turnaround.This transformation reinforced Medibank's retail channel as a cornerstone of its customer strategy, contributing to its broader enterprise growth objectives.

Victoria, Au

Headhunted to revitalise the NSW/ACT market post-IPO, this pivotal leadership role focused on redefining the go-to-market strategy, enhancing customer advocacy, and reclaiming market share from key competitors. Responsible for 12 direct and ~150 indirect reports across 25 sites, the role’s mandate was to drive cultural transformation, accelerate growth, and establish genuine customer centricity while achieving robust commercial outcomes.Key achievements:• Reset competitive positioning by recalibrating the GTM strategy, adopting a challenger mindset, and capitalising on Medibank’s distinct value propositions to regain market leadership.• Restored P&L growth and doubled customer advocacy scores by empowering frontline teams to deliver exceptional customer interactions, converting key touchpoints into moments of brand advocacy.• Enhanced community engagement through grassroots partnerships, including health initiatives in schools and community programmes, strengthening Medibank’s reputation as a trusted local partner.This role delivered transformational outcomes by realigning strategic priorities, embedding a growth-oriented culture, and reinforcing Medibank’s competitive edge in a critical market, positioning the business for sustained success.

Sydney, New South Wales, Au

St George (Westpac Group) is the fifth largest bank in Australia with 2 million customers, 2,000 employees across 220 locations, operating under multiple brands nationally.Promoted to the Retail Bank's Executive Leadership Team, this pivotal role was tasked with accelerating growth, optimising core business lines, and driving strategic transformation. Reporting directly to the Managing Director of the Retail Bank, it provided strategic leadership across the national operation, shaping multi-year business planning, go-to-market strategy, and operational execution. With oversight of six direct and ~25 indirect reports, the role integrated innovation and operational excellence to solidify St George’s market leadership and build a scalable, technology-driven growth platform.

Sydney, New South Wales, Au

Starting the career as a Bank Manager, transitioned to lead end-to-end operations for the Hills District and the flagship Sydney CBD businesses.

General Management Program

Executive Mba, Deferred

Graduate Certificate In Executive Business Administration