Building world class capability within the Journey Expert role at ANZ.Journey Experts enable the optimisation of existing end-to-end customer journeys and improve the customer experience by devising new, innovative solutions, services, products or propositions and ensuring existing products and services are fit for purpose, scalable and robust.

Leading a scrum team of developers and analysts that support ANZ's complaint management workflow. I am responsible for defining the team vision, roadmap, and growth opportunities. In conjunction with the team I prioritise stories and epics to ensure work always aligns with our strategy.

Responsible for leading ANZ's Customer Resolution Centre, ensuring the voice of the customer is heard.Overseeing two Australian-based operations teams:- ANZ's Internal Dispute Resolution team- ANZ's External Dispute Resolution team that work closely with the Australian Financial Complaints Authority (AFCA)These teams work directly with ANZ customers to help ensure our products and services meet their expectations. When this doesn't happen the team works closely with the… Show more Responsible for leading ANZ's Customer Resolution Centre, ensuring the voice of the customer is heard.Overseeing two Australian-based operations teams:- ANZ's Internal Dispute Resolution team- ANZ's External Dispute Resolution team that work closely with the Australian Financial Complaints Authority (AFCA)These teams work directly with ANZ customers to help ensure our products and services meet their expectations. When this doesn't happen the team works closely with the customer to resolve the issue fairly, respectfully and efficiently.Product owner for the CRC Improvement Squad. Show less

Leading a team that drives operations excellence through simplified capacity management solutions and leadership development.The capacity management team supports leaders across Operations in Australia, India, Philippines as well as China and the Pacific region. The the use of tools such as Workware enable operations leaders to effectively manage resources to ensure they find the right balance between cost, quality and service.Beyond capacity management the team provides… Show more Leading a team that drives operations excellence through simplified capacity management solutions and leadership development.The capacity management team supports leaders across Operations in Australia, India, Philippines as well as China and the Pacific region. The the use of tools such as Workware enable operations leaders to effectively manage resources to ensure they find the right balance between cost, quality and service.Beyond capacity management the team provides development and support to leaders, enhancing their operational capability. Focusing on a back to basics approach with quick and simple solutions leaders are able to thrive in the operations environment.Additionally, I performed the role of Scrum Master and developer for the Home Loan Assessment business. Show less

Responsible for:- Coaching and development of operations leaders in capacity management and operations management fundamentals- Facilitation of group workshops- Data analysis and insights to improve operational efficiency