Donna Watson Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

The Department of Transport oversees the delivery of the Victorian transport portfolio including roads and public transport. In its establishment, the Department committed to put the customer at the centre of everything it did. I'm responsible for the strategic development and delivery of the Department's customer experience functions including Customer Insights, Customer Information, Contact Centre, Customer Resolution, Hubs, Products and Retail. A key focus has been improving first… Show more The Department of Transport oversees the delivery of the Victorian transport portfolio including roads and public transport. In its establishment, the Department committed to put the customer at the centre of everything it did. I'm responsible for the strategic development and delivery of the Department's customer experience functions including Customer Insights, Customer Information, Contact Centre, Customer Resolution, Hubs, Products and Retail. A key focus has been improving first contact resolution across all customer channels, driving continuous improvement in customer experience delivery through technology, process improvement and quality initiatives, and influencing executive stakeholders to adopt a customer first mindset to help drive customer improvement programmes. Show less

Melbourne, Australia

Prior to transitioning to the Department of Transport, PTV was responsible for overseeing the delivery of public transport services across Victoria.My role transitioned to the new Department of Transport and the responsibilities align to those outlined in the role above - Director Customer Experience Delivery.

Melbourne, Australia

In this role I was responsible for leading the development of a digital strategy and leading a team to deliver a pipeline of digital initiatives that ensured customers had access to accurate and timely information on the public transport network via websites, social media, smart phone applications, call centres and face to face channels. Human centred design was at the heart of these activities, which included generating programs for digital customer experience and channel strategies… Show more In this role I was responsible for leading the development of a digital strategy and leading a team to deliver a pipeline of digital initiatives that ensured customers had access to accurate and timely information on the public transport network via websites, social media, smart phone applications, call centres and face to face channels. Human centred design was at the heart of these activities, which included generating programs for digital customer experience and channel strategies that drove volume out of high effort high cost channels and improved customer outcomes and sentiment. Show less

Melbourne, Australia

In this role I was responsible for developing the customer information strategy with the objective of delivering consistent and accessible information to customers, making it easier for them to engage with and access Victoria's public transport network. In this role, I developed PTV's first Digital Strategy, which seeded the establishment of the organisations first Digital Team and the pathway to my role as Digital Channels Manager.

Managed and delivered PTV’s communications portfolio across internal and external audiences including the media. Led a team to develop and deliver communications strategies that promoted the work of PTV and delivered information that helped make public transport easy for customers. Delivered media spokesperson activities and developed and managed productive working relationships with key stakeholders including the media and the Minister’s Office. Frequently stepped up to Act as the Director of… Show more Managed and delivered PTV’s communications portfolio across internal and external audiences including the media. Led a team to develop and deliver communications strategies that promoted the work of PTV and delivered information that helped make public transport easy for customers. Delivered media spokesperson activities and developed and managed productive working relationships with key stakeholders including the media and the Minister’s Office. Frequently stepped up to Act as the Director of Communications during periods of leave and provided trusted communications advice to Executives and senior colleagues across the organisation. Show less

Melbourne, Australia

Melbourne, Australia

London, United Kingdom

London, United Kingdom

Wellington & Wairarapa, New Zealand