My role is responsible for improving the end-to-end customer experience through data-driven insights on our performance, across all of our products, channels, and brands, including overseeing ~30k yearly customer complaints and all brand and marketing activities for BOQ Group.Achievements include:• Delivery and continuous improvement for the customer experience in our mobile apps; lifted our average app store rating from of ~2.4, to 4.6 stars• Brought all complaints data into one common data model, which in turn drove insights which addressed key complaint themes at root cause whilst delivering automated regulatory reporting at high quality• Lifted overall customer NPS to #3 in market (BOQ) and #5 (ME Bank)

In this role I was responsible for developing and executing marketing strategies for our BOQ Group brands to attract key segments in the consumer and business banking sectors, ensuring our ~65m investment in marketing drives business growth and retention of our ~1.2m customer base. Additionally, I oversaw the development of all marketing creatives via our award winning internal creative agency – “The Inside Job”.Achievements include:• Significant repositioning of BOQ (to “the human kind of bank”) and Virgin Money Australia (to “sparking joy”) to align to target segments, lifting brand salience for each brand, particularly in their target segment• Introduced Marketing Mix Modelling to optimise the mix of marketing activities to deliver the greatest return to the business across broadcast – reducing the cost of acquisition for our primary retail brands by 50%• Developed and launched market first product – MEGo charity cards – delivering 2x growth in monthly customer acquisition• Doubling then doubling again sales of highly profitable 3rd party insurance sales via the Virgin Money Australia brand• Lifted team engagement from 65 to 91

Responsibilities: • Accountable for listening to our customers and translating this knowledge into actionable insight to improve our customer experience and business performance across the group.Achievements: • Delivered the key customer insights and business strategy to uplift our customer experience (NPS from #4 to #1 in 1 year, customer complaint handling satisfaction by 20%) and business performance (digital sales up 40% over 2 years)• Led the brand refresh strategy for Westpac to attract the growth-critical <35s segment whilst not alienating our most valuable >35s customers. This lifted our brand consideration overall by +6% (and in our target market by +12%) whilst maintaining only a 12% share of voice through a balance of emotional vs. rational advertising. • Developed the team by creating a 3 year MBA level development program to teach customer centricity, good marketing practice and commercial acumen. By partnering with Mark Ritson (Melbourne Business School) we created a 12 unit MBA style course and two fully immersive simulations on marketing strategy and how to run and fund a bank. Participants gave the experiences NPS scores of +88 to +95, and the program is a key driver of recruitment and employee engagement across digital and marketing• Selected as one of the annual Consumer Bank “All Stars” based on individual performance 4 times; winner of the “Business Partner of the Year” in 2018 for work on Customer Voice & NPS

Key achievements in this role include:• Developing the 5 year business strategy for the Bank of Melbourne, crystallising the key areas of opportunity and differentiation. From this we identified the required branch presence, staff skills, capabilities & culture, products, and marketing necessary to deliver the 2020 business targets, along with detailed metrics and milestones that must be achieved along the way• Developing and launching the St George Banking Group cultural “Service Revolution”, with the aim of driving the level of customer service experienced by our customers to be our key strategic differentiator. This involved selecting a partner (the Ritz Carlton), engaging with stakeholders across the group, developing our cultural change roadmap and associated metrics, designing the first “in house” mobile app within the group and the delivery of a live “immersion roadshow” to ~5000 employees country-wide, with an average rating of 8.8 out of 10 from attendees• Building an analytical customer intelligence capability within the St George group. This took the form of customer intelligence “book” in our data warehouse, where all customer level information (internal and external) is joined and made available for analysis, overlaid with a state of the art visual analytics capability. This allows for real time customer analytics and the use of these analytics to drive customer-level decision making across strategy, finance, marketing, retail and business banking

Responsible for leading the team charged with the development of Customer Value Propositions (CVPs) for NAB's Wealth business (MLC).In this role I had specific accountability for ensuring the customer centricity of the organisation, through delivery of the following areas:• Customer segmentation• Customer behaviour analysis using a wide variety of structured and unstructured data sources• Management of the market research process• Collaborative development of Customer Value Propositions with the product, distribution and operations areas of the business• Measurement of the success of these value propositions in acquiring and growing our customers• Continual refinement of these value propositions to take account of changing customer dynamics

Responsible for the development of a new Wealth distribution business within NAB’s Corporate, Institutional and Specialised business bank. The new business offered customers tailored superannuation, group insurance, private wealth & employee benefit solutions.In the first year of operations, the new business increased YoY superannuation sales by 13x, with an equivalent increase in group insurance PIF. NAB Private Wealth reported nearly 100 new customers, and the employee benefits team gained 15 new corporate clients, with approx 21,000 new retail customer opportunities.I had specific accountability to deliver the following items;• People Strategy agenda, including role design, recruiting, target setting, remuneration and incentive planning• Process development, including SLA’s to drive joint accountability for customer outcomes across business units• Product development, ensuring that customer feedback was promptly included in product development cycles• Marketing, including development of customer communications, brochures, event sponsorship and press articles• Compliance, ensuring that we designed an appropriate compliance framework for our sales team• Finance and Reporting, developing and continually improving reporting from fragmented and incomplete source dataKey strengths demonstrated during this role include evidence based decision making, analytics, clear thinking, customer communication, working collaboratively across multiple business units and reporting to senior executives on progress and roadblocks

Responsible for the planning and development of key strategies for the business bank, including;• Execution of the Business Unit strategic planning process, resulting in a clearly prioritised corporate strategy• Customer Diagnostics on a major Wealth cross-sell project including market sizing, needs analysis, customer segmentation and offer design• Delivery of Marketing, Incentives, Training Materials and MIS design to support pilots of Wealth Cross Sell project• Corporate Strategy for a major business unit, focusing on operating model redesign

Awarded Deans List Commendation for being amongst the top 10% of graduating studentsAwarded a total of 7 Deans Letters of Commendation for subjects studied during the MBA (including one for every Marketing subject studied).Overall Average Coursemark: 83%Winner of L.E.K Consulting Travel ScholarshipWinner of MBS Foundation Scholarship

After being awarded the L.E.K Consulting Travel Scholarship, I studied for 1 term at the IE Business School in Madrid.

3 month MBA internship during which time I was responsible for the following:• All product marketing decisions related to the introduction of the MB Mondeo to the Australian marketplace• Construction of a Return on Marketing Investment (ROMI) model which used multiple regression to analyse the effects of a range of factors on the historical sales of Ford’s vehicles. This model was then used to reallocate marketing budget in a more effective way, dependant on the type of vehicle and geographical location• Factor Analysis of the Neilsen “why buys” and “customer satisfaction” data in order to develop a more detailed customer segmentation model for all passenger vehicles sold in Australia. This model is currently being used to develop a more integrated communication and sales strategy for the individual vehicle brands within FoA.

Department Manager, responsible for leading the department charged with the legal compliance of all vehicles designed or sold within the Asia Pacific and Africa region. Primarily this involved:• Research of global regulations and regulatory trends• Interpretation and cascade of these regulations to approx 50 product design teams as engineering requirements• Project Management of the product creation process to ensure the correct design, development, test and record keeping activities were conducted to cover the legal and corporate compliance of all vehicle systems in all applicable markets• Minimising the time and cost required to complete the activities, whilst remaining flexible to changing customer needs• Developing better relationships with the various governmental authorities through improved lines of communication with FoA and high quality Conformity of Production audit results

Transferred to Land Rover to continue in my role as Senior Vehicle Safety Engineer, with responsibility for all testing of Land Rover and Jaguar vehicles both in the UK and in Sweden by Volvo at their safety centre.This experience included a 6 month residential assignment to Volvo Cars.

Senior Vehicle Safety Test Engineer (Jaguar and Land Rover), ultimately seconded to Volvo Cars (Gothenburg) as resident Safety liaison engineer, responsible for all testing of Land Rover and Jaguar vehicles undertaken by Volvo at their safety centre.Major achievements in this role included:- Reducing the complexity and cost of average test for all three companies- Improved the quality of data supplied back to core engineering- CAE Vehicle Modelling of a variety of impact, strength and durability loadcases for advanced vehicle BIW structures.