Global CX strategy and business transformation consulting firm, ranked as a top provider in its class by Forrester in 2019.Lead company’s innovation and design team. Oversee finances, sales pipeline, quality control, and delivery of customer experience and innovation projects. Progress staff’s capability development in design thinking, enabling more innovative and human-centred teams.

One of Australia’s most respected management consulting firms, specialising in strategy execution and business transformation.In this role, I led IP and strategy development, the of steering finances, sales pipeline, capability development, resourcing, and recruitment, and following through with quality control of projects for the Innovation and Design Practice. Some key accomplishments in this role include:~ Encouraged practice growth to team of 12 with annual revenue in excess of $1M within first year of joining; prior to joining, team had five members and annual revenue of less than $200K.~ Boosted both degree and consistency of customer service excellence across Sydney Trains by transforming service culture.~ Enabled Crashlab to identify avenues for expanding or repurposing its assets over the next decade by overhauling its business model.

In this role, I led a range of large scale CX/Innovation projects involving strategy, scoping, sale, management, execution, and evaluation, and ensured all staff were skilled in design thinking by offering training.Some key accomplishments in this role include:~ Pioneered company’s human-centred design capability, significantly boosting revenue.~ Produced high-quality design work for CFS, inducing permanent organisational changes.~ Offered highly influential innovative concepts to Weight Watchers, presently still being rolled out globally.~ Completely overhauled SunSuper service proposition, currently still implemented across Australia.~ Led thorough renovation of Thrifty customer experience with several original product and service innovations, returning company to profitable status for first time in five years and boosting NPS score from +39 to +45.~ Created range of innovative concepts to assist SCA with succeeding in highly competitive automotive parts retail industry, leading to 5% spike in sales, winning the #1 OmniChannel Retailer 2019 Award, and exploiting a brand-new revenue stream with implementing a key Strativity concept: SCA PitStop.

In this role, I helped institute design thinking capability within AMP, designing industry-standard, scalable, profitable solutions.A key achievement in this role includes revamping and revolutionising the company’s financial advice business, as well as the high net worth business model; I introduced models which were more customer-centric and profitable.