Jon Batt Email & Phone Number

Wellington, Nz

Wellington & Wairarapa, New Zealand

In this role I've completed independent consulting and contracting engagements including as a - service designer, creating a model of care for a Pacific healthcare not for profit- strategist, testing and proving a customer experience framework in the public sector; and providing technology advice to a variety of small businesses- business analyst, writing business cases using the Treasury BBC framework and establishing projects in the public sector- facilitator, delivering workshops on business case writing workshops and customer relationship management- business case writer for Ministry of Health, Ministry of Justice and NZ Police, where I've written successful cases exceeding $1b in funding

Wellington, Wellington Region, New Zealand

Wellington, Wellington Region, New Zealand

Wellington & Wairarapa, New Zealand

Ninja Orange invests in New Zealand businesses and provides advice and guidance around product development, market fit, and commercialisation.

Wellington, Wellington Region, New Zealand

Wellington & Wairarapa, New Zealand

I ran a product team to identify and deliver improvements to our new system.After the project was delivered, I was asked to stay on to continue to lead a small product team to deliver additional refinements to the new system. I ran this team under a standard agile model. One of the things I was most proud of in this work was our “Watch and Learn” methodology, where our developers would sit alongside contact centre staff and determine the most valuable improvements on behalf of the business. This closed the gap between our business partners lack of knowledge of the capabilities of the system, and our lack of knowledge on business processes. The team was able to engage directly with end users which was invaluable for product improvements over the six months.Key tasks included:• Overseeing cross disciplinary team of eight (architects, analysts, developers, testers)• New feature and improvement selection• Used Agile framework, including standups; prioritisation, planning, estimation, and playback ceremonies.

Wellington & Wairarapa, New Zealand

After completing the service strategy, I was asked to assist the Customer Experience General Manager with implementation. This covered two main phases, technology selection and procurement, and project delivery. After a rigorous international selection process, we selected Salesforce Service Cloud, the implementation of which I project managed over the following year. I oversaw a team of contractors and permanent employees using a hybrid agile/waterfall delivery model, and successful transitioned over 200 staff in four countries between the old and new systems.Key tasks included:• Procurement of new technology toolset (Salesforce Service Cloud)• Implementation vendor selection• Managed project to delivery. Overall responsibility for design, build, integration & data migration, testing, and change management

Wellington, New Zealand

I was brought in to provide a roadmap for the Customer Experience team, who are responsible for delivering superior customer service - for no additional cost to the customer – as the user base grew to over a million customers. To cope with the demands of Xero's exceptional growth, I had to come up with solutions to problems months and sometimes years before they occurred. Key tasks included:• Built strategic contact forecasting model, catering for changing demands, new channels • Designed KPI framework to ensure robust measurement and continued iterative successes throughout change period,• Wrote service strategy, goals, and defined service model and channels.

Wellington

Focus on planning and strategic development, creating strategic performance models and measures.Delivered predictive model on non-compliance, which showed areas of strength and weakness in operational campaigns, and highlighted the best time to contact customers to influence their compliance.

Wellington, New Zealand

Worked with projects to deliver technology solutions.Developed new processes from existing systems when innovation solutions were required and IT build resources were not available.Delivered social media principles for the organisation.

Wellington, New Zealand

Designed and facilitated a planning process to deliver business plans for units with over 2000 people.Provided finance support to multiple projects.Business analysis on organisational problems, delivered strategic organisational performance measurement framework and reporting system.

Wellington, New Zealand

Supported the Technology Portfolio Manager in delivering successful business cases worth over $4m.

Wellignton, New Zealand

Responsible for maintaining annual rolling forecast of inbound voice contacts. Also delivered process for creating a four year budget forecast and supporting documentation.

Bachelor Of Arts, Education, Criminology

Graduate Diploma, Strategic Management

Certificate, Designing And Facilitating E-Learning