Working for a collaborative of five Kaupapa Māori mental health service providers, Played a pivotal role in leading the implementation and enhancement of an automated reporting systems to ensure that whānau-centered outcomes were effectively captured and reported in alignment with Te Whatu Ora's (Health NZ) required standards. This role involved aligning whānau referral outcomes with key performance indicators (KPIs), overseeing structural adjustments in service delivery whilst driving performance improvements, and delivering comprehensive staff training across multiple providers. These efforts established a sustainable, outcomes-based reporting environment, fostering both strategic alignment and cultural responsiveness across the collaborative to support the continuous improvement of whānau-centered services.

Lead the coordination and facilitation of Wellington Water’s response to transition activities arising out of water reform. Responsible for presenting the company’s issues to the Senior Leadership Team, influencing councils, the NTU and Entity C. Establishing a programme approach across all work streams so they are connected up and perform while ensuring compliance and minimising the organisation’s exposure to risk.

Responsible for developing, delivering and directing the Customer Experience function within the Customer Operations Group. Lead the formulation and development of customer strategy, services, policies, procedures, training requirements. Focused on delivering the best service to our clients and customers, and driving the customer vision and direction across the whole organisation.

Oversaw all facets of programme management for the implementation of a new Asset Management Information System. Developed strategic processes converging on the timely delivery of operational and maintenance activities. Enabled the delivery of top-level services by bridging the gap between the customer and the company to cultivate positive experiences in line with organisational values.

Managed all aspects of operations and management related to Customs’ customer experiences, including strategy development, implementation planning, process improvement, and project delivery of action plans. Oversaw the development of several customer-centric initiatives by integrating cutting-edge tools that augmented the cohesiveness of existing systems capabilities. Maintained strict compliance with industry standards and best practices while fostering a collaborative work culture that translated company vision to reality. Demonstrated the ability to lead, mentor, and help individuals to be customer-centric in their goals, decisions, and actions in an articulate manner.

Conducted in-depth planning and analysis of expected and unexpected operational outcomes to maintain efficiency and enhance customer experience. Coordinated with stakeholders to align business objectives while introducing a holistic approach to equip staff to leverage their strengths during change transitions.

Managed all aspects of business change for IT initiatives and programmes, ensuring timely completion of project deliverables as per requirements and budget.