Joe Distefano Email & Phone Number

Melbourne, Australia

• Administer Front Door process for new tasks coming into the ANZ Website and evaluate its strategic priority. Scope and size new demand through a discovery process that uses a data-driven approach to prioritise tasks• Set up the assessment and migration for over 10,000 pages across 3 servers, 2 CMS, managed by 3 different Squads and two domains (anz.com and anz.com.au). The priority of which to do first was once again based on data (traffic, value to the Organisation, stakeholder feedback and future prospects for the product).• Managed the LivePerson (Online Chat) engagement with the external Vendor and internal stakeholders. This included being briefed by stakeholders, setting up relevant “campaigns” and ongoing financial contracts liaising with Legal, Risk, and Procurement• Managed content updates on Adobe Experience Manager through the Squad I was a member • Created strategic outlook for: • Domain Name Management (included a long term move to ANZ’s dotBrand strategy on .anz)• The use and consolidation of microsites which had been clogging up a number of servers and negatively affecting SEO• LivePerson (Online Chat) to dramatically cut numbers in the Call Centre and provide better customer response, using chat-bot technology. • Was central to the creation of a “Bot” across the Credit Card Process that helped Users progress a difficult, multi-step form. (Was the winning idea in 2020 Hackathon)• Used Artificial Intelligence to bring together over 8,000 articles with Categorisation, keywords, relationships, automatic selection and more. All to ensure we optimise Search Engine Optimisation (SEO)

Melbourne, Australia

Responsible for the development, management and delivery of the strategic digital plan for the StarTrack website and interactions leveraging digital marketing assets. It will ensure that the StarTrack website and digital plans are aligned to the overarching Australia Post and Parcel Services strategy to ensure it meets and exceeds customer expectations.

Melbourne, Australia

Assist in the development of a long term digital strategy that will help Open Universities Australia achieve its goal of being a leading, digital organisation. The strategy was based around the idea of "create your own course". Being digital, and part of a conglomerate of leading Australian Universities meant a student would be able to create a unique course with units from various universities..

Melbourne, Australia

Overseeing the delivery of a selection of Australia Post digital services with input in the areas of scope, user experience, user interface, and stakeholder management.

Melbourne, Australia

To provide strategic and UX input into a major digital transformation project that involved new website with integration of new CMS (Fatwire), new Sales process through re-design of quoting flow, Single Sign On, Self Service platform, Solar quote tool New quote tool has already seen a 30% increase in conversions although there has been no change in any products or pricing. I was the main contact in structuring and overseeing the strategic input for mobile versions of the website and the quote tool

Melbourne, Australia

Digital strategy designed to deliver the efficient solutions that would lead to increased customer value. Worked on new Sales process; take the New Connections process online; presented a Loyalty Program containing social aspects; and was digital lead on Origin Smart - a program of work that introduced new products and experiences in the way customers were able to view their energy use.

Development of solutions and innovative ideas that are based on strong commercial outcomes. The aim is to provide direction that brings together customer requirements with audience expectations.

Telstra Business has an an Online presence which is slowly maturing. The aim is to provide a robust, feature-rich environment that will allow customers to buy products, find assistance/solutions, and be able to manage their Telstra products via direct access to applications.Before I joined, the team established and stood-up a BEA Portal framework. This complies with the Telstra roadmap. The role is now to build on the framework to provide customer-focussed experiences that are relevant and timely, and provide a real competitive advantage for the company.

Big Red Group is regarded as one of Australia's most innovative and awarded advertising agencies. They have recently decided to seriously extend their offering into the digital space.The area of this field they are concentrating on is the interaction layer that helps extend the company's insight into its ability to help brand the client in the consumer's mind.

Senior Online producer overseeing Sensis properties that included: CitySearch and GoStay. It also involved being across network projects such as Identity Management.

To maintain and build the large online audience. Also invloved a rebuild of the platform, the first attempted in over ten years.

The aim was to ensure a smooth process from Client brief, through to design, development and deployment.

Role was to provide both customer insight and project management skills to a number of projects

The role was to help manage clients directly as part of wishlist's Reward and Recognition business. It also included providing direction and proejct management of online development. Such clients that I dealt with directly included: ANZ, Telstra, IAG, Optus.