Qantas is Australia's largest domestic and regional airline, with a global reputation for safety. The Head of Customer Experience is responsible for the Qantas branded terminal and customer experience from arrival to departure. With over 1300 staff, the role also represents the airline within the airport, working alongside the airport authority and various partner airlines to achieve complex and multifaceted goals.Within the role, I was able to drive improvements in all operational… Show more Qantas is Australia's largest domestic and regional airline, with a global reputation for safety. The Head of Customer Experience is responsible for the Qantas branded terminal and customer experience from arrival to departure. With over 1300 staff, the role also represents the airline within the airport, working alongside the airport authority and various partner airlines to achieve complex and multifaceted goals.Within the role, I was able to drive improvements in all operational metrics and ensure customer data was incorporated in to the redesign of the Qantas terminals and the future airline strategy. Show less

ThoughtWorks are a global technology consulting firm who help clients harness emerging technologies to create compelling business opportunities. As a Principal Consultant I help executives demystify the complex and build business agility to enable growth, with a focus on bringing technology to the core of business solutions.

Reporting to the Chief Executive of IAG’s Business Division, this role leads the customer experience design, brand & marketing, digital channel, business optimisation and business insights for the division. Controllable expense budget of $107M, national and offshore operations, 850 employees, responsible for $2.5Bn GWP. The role is also accountable for the governance and delivery of the Australian Business Division strategy and business plan.Achievements include 6% reduction in admin… Show more Reporting to the Chief Executive of IAG’s Business Division, this role leads the customer experience design, brand & marketing, digital channel, business optimisation and business insights for the division. Controllable expense budget of $107M, national and offshore operations, 850 employees, responsible for $2.5Bn GWP. The role is also accountable for the governance and delivery of the Australian Business Division strategy and business plan.Achievements include 6% reduction in admin expenses YoY, selection of best in class policy administration software for iag, significant increase in digital sales, increase in employee and customer advocacy and implementation of robotics process automation. Show less

This role was responsible for leading the integration of the CGU business into the integrated IAG operating model following the acquisition of Wesfarmers Insurance. Achievements include the cultural integration of multiple businesses, redesign of job functions and accountabilities and a 28% reduction in operating expenses.

Lead and manage multiple streams of work to introduce a new operating model into CGU. Titled OneCGU, the program was a broad reaching change program designed to enable a more efficient and effective organisation. As the Implementation Director I was responsible for driving the work streams to achieve agreed outcomes.Achievements included delivery of a consolidated operating model, 10% growth in sales, 18% reduction in admin expenses and implementation of work allocation tools.

Accountable for developing and implementing initiaitves to deliver the Claims strategic plan. The role was the business owner for the a transformation program responsible for delivering a multi-year program across people, proccess and systems.Achievements included selection of market leading claims software, delivery of $40M reduction in claims indemnity costs and a reduction of admin expenses of 20%. CGU has won the best insurer award repeatedly.

This position was responsible for leading 350 customer sales & service staff to achieve customer service and sales KPI's for direct and business partner customers. Responsible for $250M GWP and $20M open budgets, the role was accountable for the formulation and implementation of business strategies to improve services, processes and systems nationally.Achievements included cultural turnaround improving employee engagement to 75% advocacy, implementation of workforce planning, call… Show more This position was responsible for leading 350 customer sales & service staff to achieve customer service and sales KPI's for direct and business partner customers. Responsible for $250M GWP and $20M open budgets, the role was accountable for the formulation and implementation of business strategies to improve services, processes and systems nationally.Achievements included cultural turnaround improving employee engagement to 75% advocacy, implementation of workforce planning, call recording and Net Promotor surveying. Show less

The Operations Manager role is responsible for a diverse portfolio including, Call Centre Workforce Planning, Outsourced Call Centre provider, Call Quality Assurance, Call Centre Training Department & Call Centre Management Information Systems. As the predominant support unit to the Call Centre operations, the role requires excellent project and change management skills.

The Operations Manager is responsible for a diverse and complex portfolio. A key component is the relationship management of service provider to ensure fulfilment of contractual obligations as well as achievement of service levels through efficient and effective queue management utilising technology and people. This role encompasses all elements of call centre management as well as effective negotiation and ongoing management of contracts with service providers..

Lead a team of lending specialists to deliver performance targets for personal lending & service.

Lead a team of account service experts to deliver customer service and cross sales.

Provided customer service & support for personal banking products.