Managing AccessHQ’s consultative solutions in the area of customer experience strategy and design, tapping into the breadth of AccessHQ’s collective portfolio. We create solutions that drive strong connections between consumers and business through the use of multiple digital channels and translate into profitable results for our national and international clients. This includes a range of services spanning user research, customer journey mapping, eye tracking, voice of the customer programs, competitive reviews and web accessibility.

Managed sales and overall operations of AccessHQ's NSW branch, leading a team of 85+ quality assurance professionals in the functional testing, performance testing, test automation, and customer experience consulting space.AccessHQ is part of the Australian owned Dialog Group of companies. With 6 companies in the group and over 850 IT professionals we have access to a national and international network of experts to help solve your business problems.

Lead a large customer experience consulting practice including:- Usability testing- Accessibility testing- Information architecture- Eye tracking- Retail and public space testing- Advertising engagementDeveloped fundamental testing methodologies in the CX space, using Net Promoter Score® as a keystone in driving CX missions within organisations.

Worked with IBM.com leaders across Asia Pacific to push online innovation based on customer feedback from a range of voice of the customer programs and business intelligence systems.Applied insights and analytics on business results, statistics, customer feedback and profiles to help the regional team drive online innovation and make informed decisions. Support delivery against critical business objectives, improve revenue capability and enhance branding and customer satisfaction levels.Led customer satisfaction (CSAT) and user experience leads in implementing user-centred design, search optimisation and customer satisfaction activities across ibm.com Asia Pacific. Drove user experience strategies customised to specific APJ country markets. Collaborated with external media agencies and managed the deployment of campaigns in to the IBM domain.Consulted with business across the region to assess and address online customer information needs and for managing, analysing and synthesising customer insights to influence decisions and action planning.Proactively anticipated business questions via Voice of Customer (VoC) research. Identified business opportunities and provided meaningful and actionable recommendations to the business team based on consumer insight.Worked closely with the IBM World Wide Strategic Teams for the planning and management of User Centred Design (UCD), search and CSAT initiatives with regional and international scope.

Owned IBM.com Asia Pacific Customer Satisfaction targets, working with global teams to:- Deploy voice of the customer programs- Mine and analyse VoC data- Strategise CSAT driven solutions based on best of breed online customer experience

J2EE architecture, development and front end web design for IBM eCommerce solutions across IBM.com Asia Pacific. Specialist in deployment of double byte character systems in China, Japan, Taiwan and Korea.