James Heath Email and Phone Number

Due to structural changes within the organization, the Chief Customer Office was disbanded, I was given the responsibility to manage the process to de-centralize Customer Advocacy function across the 4 platforms consisting of 12 business units and more than 500 individual projects. This involved ongoing stakeholder management, training of 25 super users in Qualtrics across the various business units, recruitment, and selection of key resources to support the program and review of existing vendor and agreement.Key achievements:• Successful transition of Listening programs into each of the business units.• Conducted a formalised review and comparison of all leading CX platform providers and facilitation of negotiations to secure the ongoing agreement.

Reporting to the Head of Customer Strategy and Advocacy within the Chief Customer Office, my key responsibility in this senior role was to lead the comprehensive internal and external feedback strategy and support the Group wide adoption and utilization of the Net Promoter System to gather and respond to both customer and employee insights.Key Achievements:• Design and release of the revised Executive dashboard. The dashboard provided a summary of all 52 active listening points across the organization for the first time providing a Group and Platform NPS metric and measuring impacts of the group Voice of the Customer program (NPS from 0 to + 26 since Q1 2021)• Data stream lead for the development of a Group Customer segmentation. Working with an external agency, extensive research was conducted to understand and develop an attitudinal segmentation model to support future product development based on customer needs surrounding wellbeing in the areas of Health, Wealth and Care. As the data stream lead, once this was developed it was my responsibility to work with the Data science, data stewards and technology architecture teams to enable within our platforms while also navigating future changes to Privacy legislation.• Qualtrics technical Lead for the Beyond Blue implementation for Remedy Healthcare, working with the Salesforce Leads to automate survey flows through Qualtrics and back through to Salesforce. Through this project played a significant role of subject matter expert in the planning, design, and application of Qualtrics functionality to support this listening path while also supporting the design of surveys.

I was responsible for the development and implementation of a Voice of Customer program for the Wealth & Capital Markets, Remedy and Disability Services business’. This included understanding the end-to-end customer journey and identifying key listening points at a transactional, episodic and relationship level. Then supporting the businesses to drive continuous improvement through close the loop huddle frameworks. Within this role I also supported the roll out of our Group Employee feedback loops, through the design and development of ongoing listening points across 7.5k employees across Australia.Key achievements:• Supported the strategic direction of the Wealth and Capital Markets business through 3 significant pieces of research, consisting of both quantitative and qualitative aspects designed to assist in setting strategic objectives surrounding Servicing, Acquisition and Trustee Services Direct to Market opportunities. Each initiative provided significant data to support strategic planning and direction without incurring the significant costs of outsourcing research.• With the outbreak of the COVID 19 pandemic, I drove the design and enablement of initiatives to support our Residential Aged Care business to effectively manage the risk of Covid outbreaks in any of our Residential Aged Care settings. This included setting up auditing capability of suspected covid cases, staff movements and rostering optimization, staff and resident wellbeing surveys, optimization of the volunteer screening process. This supported the business in insuring that there were no Covid related deaths in the first wave of the pandemic.• Initiated Covid 19 employee wellbeing checks across several business units which then lead to and all employee's wellbeing check to support the OH&S requirements of 7.5k staff due to the required work from home model. Through this process the OH&S team were effectively able to manage and track the risk relating to 360 employees.

Within this role I was responsible for Customer Experience for the Private Health Insurance business, overseeing the Complaints, Quality Assurance and Customer listening functions.Key Achievements• Implemented and deployed real time customer dashboards through the Retail Health, Grand United and Remedy business units tailored to end-user requirements. Dashboards included CEX metrics and data in relation to NPS, CSAT, Customer Effort, Complaints, Employee Satisfaction and Quality Assurance and Coaching. This has driven improvements in NPS for the fund moving from -11 to +32• Product Manager for the Contact Centre transformational project delivering approximately $500k of business benefits utilising the in Agile delivery framework.• Product Manager for the development and implementation of a new CRM system for the Retail Health business. Implementing Salesforce using an Agile delivery framework.• Oversaw the RFP selection and delivery process of the Customer Experience enterprise system.