Dylan Clark Email & Phone Number

Brisbane, Qld, Au

Brisbane, Queensland, Australia

Queensland Government Customer and Digital Group

Brisbane, Australia

I apply an iterative, design thinking process and lens to support teams across the Queensland Government by delivering tailored workshops to assist in solving complex problems across planning, process improvement, technology adoption and service delivery.I design and deliver customised, engaging workshops to improve organisational and team performance. I facilitate design thinking workshops. Using design thinking principles (ideation, prototyping, testing, and feedback) and tools (journey maps, prototyping tools, etc.) to facilitate problem-solving sessions for a range of government audiences, from senior leaders to front-line employeesI collaborate with government stakeholders to co-design session agendas and exercises that help participants achieve their objectives with design thinking workshops.I craft compelling stories and visual models to communicate insights and discoveries as well as communicate with government stakeholders and decision-makers in compelling ways using a variety of visual mediums to build engagement and awareness of design thinking across government.

Develop new and existing HF course material. Ensure that Virgin Australia HF training complies with present and future CASA requirements as well as with other relevant regulatory and industry requirements and best industry practice.Organise and develop HF Instructors in regards to instructional technique and subject knowledge. Ensure effective delivery of course material by HF Instructors. Promote good feedback, cooperation, leadership and mentoring within the HF Instructor group.Ensure regulatory recognition and currency for HF Instructors. Ensure that the provision and quality of HF Instructors meet the training needs of the organisation. Monitor and maintain all courseware, including version control, and accessibility of courseware for HF Instructors and other instructors using HF course material. Monitor and maintain other required HF training facilities and resources.Monitor and analyse HF course evaluation data to ensure quality of course material and delivery. Propose improvements to course material and instructional technique.Generate third-party interest in HF courses across the Virgin Australia network. Conduct Human Factors Sessions for both HF trainers and Ground Operations Category 1 team members.Collaborate with Flight Operations and Group Safety in regards to reporting and investigation of safety-related events. Participate in meetings and working groups as requested and liaise with all relevant parts of the organisation in regards to HF-issuesPerform studies of HF-related issues when required.Write submissions to internal (e.g. Training newsletter) and external publications.

Brisbane, Australia

Design, develop and maintain learning solutions to be delivered to Ground Operations staff throughout the Virgin Australia network globally. Apply effective learning methodologies and principles in the design of learning materials. Conduct regular reviews ensuring continuous improvement across the entire Unify training team. Build effective relationships as a liaison between internal and external stakeholders. Apply innovative thinking and creative solutions that reflect the needs of the Virgin Australia audienceCommunicate, collaborate, solve problems and complete projects on time. Coordinate and deliver Train the Trainer sessions ensuring a successful knowledge transfer is made to Ground Operations Training staff. Provide continuous support to all Ground Operations Trainers during the implementation of training programs and events.

Brisbane, Australia

Design and develop training programs and technical documents to be delivered to Disability Services staff across Queensland.Coordinate a training and development team to develop and deliver training and awareness programs and materials using contemporary instructional design and adult learning principles.Develop detailed training plans that support the overarching training strategy across the various project teams. Training plans must include risk management strategies. Liaise with key stakeholders to ensure training meets key business requirements and ensures highlighted risks are mitigated and escalated if required. Manage expectations across the project with both internal and external parties. Provide training development advice and strategies to ensure the delivery of programs and materials that assist in the smooth transition to new ways of working, including the implementation of new or enhanced information systems.Assist with project planning activities including resource estimation, risk and issue management, scheduling, deliverables management, evaluation and reporting utilising Prince2 methodology. Build effective working relationships with key business stakeholders, project teams and operational support teams; convene and conduct reference groups as required.Develop and implement quality standards for training programs design and materials development; prepare and conduct training reviews and undertake reporting as required.Manage or assist with the preparation of training resources such as training systems, data and facilities.Promote an effective working culture by ensuring knowledge is captured and shared.

Facilitate Aussie Home Loans program training to all ‘Aussie’ employees; provide up-skill and cross-skill training on products, systems and procedures to new and existing staff. Facilitate soft skills training to all ‘Aussie’ employees including customer service techniques, identifiying sales opportunities, email etiquette, managing difficult customers.Develop Aussie Home Loans training materials in consultation with the client and the Operations Manager. Create course content and set training agendas using both Instructor-led and online learning. Develop extensive e-learn modules for various Australian & New Zealand teams utilising TeleTech University.Manage the TeleTech University for Australia & New Zealand, providing support to learners, trainers and operational stakeholders to ensure that the TeleTech University is integrated into the Asia Pacific business units. Act as the ANZ ‘point of contact’ for all global updates, systems changes and training. Manage and administer the TeleTech Certificate III, IV and Diploma programs in conjunction with relevant government bodies and Registered Training Organisation. Provide timely and accurate administrative support to the Learning Services teams across the Australian and New Zealand region, as well as providing dedicated support to the Human Capital Executive Director Asia Pacific. Report on quality assurance and assessment also ensure training examinations are maintained and updated as well as communicated to the relevant Learning Services and business support teams in Australia and United States.Establish and sustain key internal TeleTech business support unit relationships in the United States as well as key units in the Asia Pacific Region.

Sydney Area, Australia

Brisbane Area, Australia And Sydney

Education record

Education record