Another amazing opportunity @nbn to work with a bunch of brilliant professionals in the Power resilience, strategy and sustainability space. Truly excited to play in an area that underpins the organisations' purpose while at the same time being back in the operational side of things, where we all know is where the magic really happens.

Amazing how opportunities come up out of nowhere. I am pleased announce that I am now spending 7 months leading and managing the nbn Early Careers and Graduate Program in a Parental Leave secondment. For those that know me well you would understand how excited I am to be able to work in this space. I have always invested in people, whether coaching, leading, or mentoring. But being able to contribute in some small way to enabling smart, young and inspirational people get a great start to their… Show more Amazing how opportunities come up out of nowhere. I am pleased announce that I am now spending 7 months leading and managing the nbn Early Careers and Graduate Program in a Parental Leave secondment. For those that know me well you would understand how excited I am to be able to work in this space. I have always invested in people, whether coaching, leading, or mentoring. But being able to contribute in some small way to enabling smart, young and inspirational people get a great start to their careers. Well, that is just a dream job. It is busy though, onboarding the 2024 cohort of Grads, while recruiting the 2025 cohort as well as managing the 2023 cohort and just for good measure redesigning and taking the intern and cadetship program to the next level.Will be looking for what is next in August this year, for now though it is all about helping our future innovators, leaders and experts get a great start Show less

If you asked me 6 months ago if I would ever have a role in my career where I would find myself in an organisations data office, well I would likely have laughed at you. Yet here I am doing just that. It would be fair to say that I am well and truly stepping outside my comfort zone and doing something that is just a little bit scary. nbn is reinventing its Chief Data Office and I have been lucky enough to be at ground zero of that change, I have a lot to learn and hopefully just as much… Show more If you asked me 6 months ago if I would ever have a role in my career where I would find myself in an organisations data office, well I would likely have laughed at you. Yet here I am doing just that. It would be fair to say that I am well and truly stepping outside my comfort zone and doing something that is just a little bit scary. nbn is reinventing its Chief Data Office and I have been lucky enough to be at ground zero of that change, I have a lot to learn and hopefully just as much to share in this new role and am excited of what lays ahead. Show less

And the journey continues, still elevating the customer but now am also able to bring Innovation practices, Design Thinking, Continuous Improvement skills while helping build awesome teams to truly collaborate. Really excited to be at ground zero of the nbn transformation focused on Business Agility. It is amazing how you can bring all that you have done in your career to date and apply it to solving big complex problems.

My journey elevating customer consideration continues with nbn. Joining a team of highly intelligent, motivated and tenacious individuals to work across nbn to drive practical and applicable insights from creation through to execution.So much fun working across the organisation where I created enduring partnerships, bringing people together to collaborate with a relentless focus on elevating customer consideration.

After 12 months in the nbn operations space building practical and actionable "line of sight" to the customer for nbn , I am now very fortunate to continue this work with the nbn central CX team. It goes without saying that the customer should always be central to strategy and operations, the practicality of actually doing that is often a complex journey with many competing priorities at play. My role now is to continue providing that line of sight while at the same time ensuring the… Show more After 12 months in the nbn operations space building practical and actionable "line of sight" to the customer for nbn , I am now very fortunate to continue this work with the nbn central CX team. It goes without saying that the customer should always be central to strategy and operations, the practicality of actually doing that is often a complex journey with many competing priorities at play. My role now is to continue providing that line of sight while at the same time ensuring the insights can be consumed and acted upon. So excited to be part of a CX movement that delivers. Show less

Bringing the customer to the centre of any organisation in an innovative way is always a challenge, but I love a challenge. So, imagine my excitement when the opportunity came up to be a key player in the transformation of the nbn to become a Customer Led organisation.It has been an amazing journey so far, with some unique challenges along the way that have not only intrigued me, but also stretched me at the same time. CX Practice at its core about asking three questions.+… Show more Bringing the customer to the centre of any organisation in an innovative way is always a challenge, but I love a challenge. So, imagine my excitement when the opportunity came up to be a key player in the transformation of the nbn to become a Customer Led organisation.It has been an amazing journey so far, with some unique challenges along the way that have not only intrigued me, but also stretched me at the same time. CX Practice at its core about asking three questions.+ Where is the customer?+ How do I best get to them? and, + How do I best understand them?The nbn is a Business to Business to Consumer organisation which makes the second and third questions a whole lot harder to answer. I have been incredibly lucky to collaborate across the nbn with key individuals and groups to not only bridge this gap, but also use innovative approaches to bring to life the customer in a practical way A great environment to use my broad experience and build something unique within an organisation that is making a seismic shift in purpose. My Pedigree in people leadership, business management, change management, CX + EX + Innovation practice, building capability, strategy and transformation have all been applied in a rounded fashion. Show less

Literally a dream come true! Incredibly fortunate to be selected as one of the first ever nbn Jawun secondees, and the only one able to go on country. The secondment found me being located in Nhulunbuy Far Northeast Arnhem Land while also living in the Gunyangara Community.I was placed with The Yothu Yindi Foundation who among many things hold the annual Garma Festival, this is a relatively small organisation that has massive impact not only across Arnhem Land but more broadly across… Show more Literally a dream come true! Incredibly fortunate to be selected as one of the first ever nbn Jawun secondees, and the only one able to go on country. The secondment found me being located in Nhulunbuy Far Northeast Arnhem Land while also living in the Gunyangara Community.I was placed with The Yothu Yindi Foundation who among many things hold the annual Garma Festival, this is a relatively small organisation that has massive impact not only across Arnhem Land but more broadly across Australia. Working with the YYF team and Jawun, being fully immersed and in a position to experience day to day life in Nhulunbuy has provided me a unique lens and understanding of Yolgnu people and Indigenous Australia.The role I played during my secondment was to share the skills I have learned and help conduct a broad community consultation in relation to the 2022 Garma Festival.For those that know me well, you will understand how much I would value an opportunity such as this one. What I now know is that being a Jawun secondee is so much more than just sharing your skills and know how, what you get in return feels like 10,000 times greater than you give. Show less

Co-Founder of Innovation Union, a tribe of likeminded innovationists and disruptors that seek out organisations that are looking to disrupt themselves before their competitors do.We are a collective of experienced professionals from a range of disciplines that have come together to provide their experience and knowledge, with passion, to help others develop an innovation strategy, execution plan and capability. That works!

After almost 20 years with Optus, I am taking some time out to holiday with my family, explore the Kimberley region of Australia and take a big deep breathe before I head into my next career. Back in August 2018 - and looking forward to the next exciting chapter.

The natural (and awesome!) culmination of my career to date, I am currently responsible for establishing and leading an organisational open innovation capability – the finale of a project initiated in 2015. At its essence, this program centres on democratising the activity of innovation, through the engagement of Optus’ people in a collaborative, enterprise-level program of creative problem solving based on Design Thinking principles. Think Big over time diversified and embedded itself into… Show more The natural (and awesome!) culmination of my career to date, I am currently responsible for establishing and leading an organisational open innovation capability – the finale of a project initiated in 2015. At its essence, this program centres on democratising the activity of innovation, through the engagement of Optus’ people in a collaborative, enterprise-level program of creative problem solving based on Design Thinking principles. Think Big over time diversified and embedded itself into supporting transformation programs, developing high potential talent and applying our methodology to solving "big complex" challenges, such as improving the employee experience and engagement. This has been a fascinating – and successful - experiment in organisational possibility, galvanised towards the creation of future-state competitive advantage for the business in its entirety. • Awarded free remit by the executive team to lead the rapid build of a highly skilled team with cross-functional, whole-of-organisation freedom;• Established a truly global enterprise-wide program of open innovation that has produced ‘Big Ideas’, returning value to the business in under 6 months;• Built an organisation tool kit enabling enterprise-wide open innovation including the facilitation of workshops and coaching to propel the prototyping and iteration of customer-led propositions;• Co-Lead the Optus Employee Experience program using innovation and design Thinking principles to develop fit for purpose solution (Cultural, Physical and technological) aimed at incresing employee engagement and experience across the organisation;• Continue to lead and agitate a wide range of disruptive and unique activities spanning technology, strategic partnerships, CX, product and digital. Show less

Following the momentum built in the previous role for customer experience innovation, I became an Director with responsibility for leading a community of Black Belt and Green Belt practitioners to deliver improvement across retail and digital channels. Utilising Lean Six Sigma, Design Thinking and HCD principles, I guided the delivery of a suite of projects while also building and imbedding Continuous Improvement capability into operations.• Significantly increased Optus Prepaid App… Show more Following the momentum built in the previous role for customer experience innovation, I became an Director with responsibility for leading a community of Black Belt and Green Belt practitioners to deliver improvement across retail and digital channels. Utilising Lean Six Sigma, Design Thinking and HCD principles, I guided the delivery of a suite of projects while also building and imbedding Continuous Improvement capability into operations.• Significantly increased Optus Prepaid App uptake through UI optimisation and simplification of front-line promotions;• Removed significant costs from the retail business by leading comprehensive process validation and simplification, sensitively navigating stakeholder priorities and shifting low-value activities to digital.• Placed Open Innovation on the strategic agenda, developing an Australia-first approach to engage Optus people in creative problem solving, leading to significant organisational cultural change Show less

Relishing the opportunity to train as a Black Belt Practitioner, I transitioned into this role in early 2012, soon progressing to lead a number of customer experience projects utilising Lean Six Sigma methodologies. During this time, I built invaluable relationships and knowledge across the organisation, including building influence with the executive team as a change agent, trusted advisor and enabler focused on pioneering future-state competitive advantage for the organisation as a whole… Show more Relishing the opportunity to train as a Black Belt Practitioner, I transitioned into this role in early 2012, soon progressing to lead a number of customer experience projects utilising Lean Six Sigma methodologies. During this time, I built invaluable relationships and knowledge across the organisation, including building influence with the executive team as a change agent, trusted advisor and enabler focused on pioneering future-state competitive advantage for the organisation as a whole. • Led CARE4ME program, building a truly customer-centric service environment ahead of time in the telecommunications environment, lifting eNPS significantly;• Led the creation of an innovative Marketing Function Analytic, guiding the deployment of a new ‘time task and activity’ based measure to optimise marketing groups focus areas of greatest opportunity;• Championed and delivered ‘Customer Close Up’ program, a transformative concept bringing the executive team closer to the front-line and customer to improve decision making;• Initiated ‘Think Big Open Innovation’ program (leading to current role), championing a unique approach through targeted front-line involvement in the creation of innovation initiatives. Show less

Transitioning into Learning & Development, I continued to act as a conduit between operations and HR to evaluate and develop effective training programs. With the addition of Sales to my remit, this necessitated a focus on assessing broader sales capability gaps to elevate business performance and reduce ‘speed to competency’ for incoming sales and service professionals. An additional focus of this role was driving continuous improvement across consumer care, encompassing the periodic… Show more Transitioning into Learning & Development, I continued to act as a conduit between operations and HR to evaluate and develop effective training programs. With the addition of Sales to my remit, this necessitated a focus on assessing broader sales capability gaps to elevate business performance and reduce ‘speed to competency’ for incoming sales and service professionals. An additional focus of this role was driving continuous improvement across consumer care, encompassing the periodic leadership of off-shore L&D functions. • Built and embedded a client-based consulting model, shifting the relationship between operations (Care and Sales) and L&D to establish a value-adding relationship;• Addressed significant front-line capability gaps in existing training model, designing a suite of bespoke training programs covering off critical elements such as business acumen, coaching capability and compliant handling. Show less

Building a bridge between HR L&D and the Consumer Care business, this role focused on building a fit-for-purpose engagement model to rapidly lift front-line service capabilities through L&D program design and delivery. Key to this role was pioneering value-adding relationships with business managers to understanding training needs and define a consistent methodology and effective training framework. • Established an integrated business partner model for training facilitation, freeing up… Show more Building a bridge between HR L&D and the Consumer Care business, this role focused on building a fit-for-purpose engagement model to rapidly lift front-line service capabilities through L&D program design and delivery. Key to this role was pioneering value-adding relationships with business managers to understanding training needs and define a consistent methodology and effective training framework. • Established an integrated business partner model for training facilitation, freeing up valuable management time by negating the need for functional leaders to design training activities. Show less