I specialise in designing, implementing, and optimising strategies to enhance the overall employee experience from onboarding to offboarding. My focus is on creating seamless, engaging, and technology-enabled experiences that foster employee satisfaction, productivity, and retention. I developed a compelling Employee Value Proposition (EVP), enabling the launch of a cohesive Employer Brand for both internal and external employees. By driving cross-functional initiatives to implement changes… Show more I specialise in designing, implementing, and optimising strategies to enhance the overall employee experience from onboarding to offboarding. My focus is on creating seamless, engaging, and technology-enabled experiences that foster employee satisfaction, productivity, and retention. I developed a compelling Employee Value Proposition (EVP), enabling the launch of a cohesive Employer Brand for both internal and external employees. By driving cross-functional initiatives to implement changes based on employee data and feedback, there was an increase in engagement and tangible improvements to the employee experience, even during organisationally challenging times. I redesigned the onboarding experience to create an innovative, effective, and engaging process, resulting in increased new hire satisfaction, a 74% improvement rate in laptops being ready on day one, and increased retention. Additionally, I worked on contracts to secure a vendor to collaborate with us on the EVP and participated in workshops to tailor the EVP to strategic cohorts of talent. I assisted in making the employee engagement survey preparation more efficient, leading to reduced time for HRBPs and business leaders whilst also achieving the highest participation rate for survey respondents. Show less

I cultivated a customer-centric culture by developing and implementing strategies that bring customer insights to the forefront of business decisions, leading and supporting teams responsible for gathering and disseminating these insights. I enhanced organisational awareness of Customer Experience Principles through training modules, agile ceremonies, and showcases, fostering a stronger customer-first mindset in product and solution design, with over 400 leaders in attendance. I integrated… Show more I cultivated a customer-centric culture by developing and implementing strategies that bring customer insights to the forefront of business decisions, leading and supporting teams responsible for gathering and disseminating these insights. I enhanced organisational awareness of Customer Experience Principles through training modules, agile ceremonies, and showcases, fostering a stronger customer-first mindset in product and solution design, with over 400 leaders in attendance. I integrated Net Promoter Score (NPS) data into an internal app to strengthen executives' connection to customer feedback, making it easily accessible, and created short activities for executives to share customer insights with their teams.I seamlessly assumed leadership of the Customer Immersion Team during the Director's absence, maintaining high-quality team output while successfully balancing this temporary responsibility with my regular duties. My passion for CX led me to work with a collaborative team on holding World CX Day across multiple locations, including running our ‘CXGoldies’ awards where I co-ordinated the submissions, judging and winner presentations.During the first three months of COVID-19, I was deployed to help bring on 800 new people into our Australian operations due to overseas call centre disruption. I helped close out gaps in our rapid response team to ensure it assessed media, brand, internal, and external impacts for a whole-of-company approach and had up-to-date contacts for future events such as natural disasters. Additionally, I worked on automating tasks for the teams to save time, allowing them to focus on more strategic, outcome-driven work. Show less

I oversaw the development and implementation of the first Consumer organisation wide Net Promoter Score (NPS) program to enhance customer experience across multiple channels from both a technical and change management perspective. I optimised the program to meet evolving business needs, such as introducing web and app surveys and consolidating multiple vendors into a single platform, reducing operational costs. I also started working with Agile methodologies by standing up a squad to… Show more I oversaw the development and implementation of the first Consumer organisation wide Net Promoter Score (NPS) program to enhance customer experience across multiple channels from both a technical and change management perspective. I optimised the program to meet evolving business needs, such as introducing web and app surveys and consolidating multiple vendors into a single platform, reducing operational costs. I also started working with Agile methodologies by standing up a squad to investigate and improve efficiencies within the program. Furthermore, I delivered upgrades to text analytics functionality in our NPS program, enhancing our ability to derive meaningful insights from customer feedback.I stood up and led a team to gather and analyse customer insights, ensuring that feedback informed product and service improvements across BUs. Show less

I developed and implemented comprehensive strategies for capturing, analysing, and leveraging customer interaction data across multiple channels. I assisted in the deployment of advanced technologies to enhance operational efficiency and customer experience. I lead global teams to extract actionable insights from customer feedback and Net Promoter Score data, enabling stakeholders from across our contact centres to make data-driven decisions that improved overall customer satisfaction and… Show more I developed and implemented comprehensive strategies for capturing, analysing, and leveraging customer interaction data across multiple channels. I assisted in the deployment of advanced technologies to enhance operational efficiency and customer experience. I lead global teams to extract actionable insights from customer feedback and Net Promoter Score data, enabling stakeholders from across our contact centres to make data-driven decisions that improved overall customer satisfaction and business performance. Show less