Jacob Swan Email & Phone Number

Newcastle, New South Wales, Australia

- Improving the digital customer experience through the understanding of customer feedback and addressing key breakpoints- Proactively work with Enterprise Services (ES) to ensure the smooth & reliable operation of NetBank & CommBank App- Investigate escalated Group Customer Relations (GCR) complaints where the cases relate specifically to digital features.

Sydney, NSW, Australia

- Worked closely with Advice & Insurance (A&I) Data & Analytics team to produce meaningful insights which led data driven decisions and improved operational efficiencies- Analysed and collated data from a wide range of sources, transforming the collected data into insightful information to inform the strategic business context for the A&I Leadership Team.

Sydney, Australia

- Delivered monthly performance and insights packs with a focus on the Voice of the Customer- Worked collaboratively with various stakeholders across the group to identity drivers of customer dissatisfaction and complaints- Designed and assisted with the development on a number of performance dashboards which provided the extended leadership team with a.

Sydney, Australia

- Encouraged customer-centric commercial behaviour among the wider business- Worked closely with Market Research to continuously improve and manage the relationship with the groups Customer Satisfaction program owner- Worked with Direct Banking leadership team to identify areas of opportunity (in relation to customer experience and call quality) and create.

Sydney, Australia

- Collaborated with project team members, change managers and wider business- Developed and executed project plan - enabling appropriate stakeholder engagement at all levels- Assisted with the design and development of intranet platformKey achievements- Successfully delivered Direct Channels Career Pathway project to the wider business- Consistent delivery.

London, United Kingdom

- Conducted research and analysis on all aspects of project work- Worked collaboratively with business stakeholders and wider project team to meet key deliverables whilst adhering to strict project requirements and timelines- Development, testing, implementation and reconciliation of source system feeds- Provided active support to Project Managers as.

Bristol, United Kingdom

- Monthly reporting using SAP ledger data source and source system feeds- Data processing and delivery of detailed data source insight- Point of Contact for complex query handling from business stakeholdersKey achievements- Built and maintained monthly reporting to track trends and data movements which is still being used as part of UAT testing for.

Sydney, Australia

- Regular report development, production and support- Identification of opportunities to improve the customer service experience- Worked closely with team to help drive sales performanceKey achievements- Successfully rolled out national reporting allowing management to influence service level variation for 90+ teams and 1,000+ staff- Management of.

Newcastle, Australia

- Developed site based reporting to manage sales and sick leave- Lead charity event fundraising on siteKey achievements - Created on screen call valuation tool used nationally- Key stakeholder in the management of Newcastle site refurbishment- Successfully facilitated fraud presentation to 16 teams and 300+ staff- Newcastle CSC Employee of the Month.

Newcastle, Australia

- Provided technical support for the NetBank online banking platform- Met key sales target and performance outcomesKey achievements - Successfully moved into Assistant Team Leader position for short term secondments- Consistently exceeded both sales and business performance outcomes

Open Foundation, Business Studies & Mathematics

Education record