Julia Erakovic Email & Phone Number

Singapore

Singapore, Singapore

SC Ventures is a unique ecosystem of innovators, banking experts and business builders that are leading the future of banking. We bring expertise and perspectives from the world's most dynamic markets, to take concepts to new business models at scale.

Product owner role leading a team of 5 managers responsible for transforming the data and privacy experience for the Bank across customer touch points. Worked with senior stakeholders across the Bank to design and develop products related to cookies and consent management, privacy notice management and data subject requests.

Customer experience design role, responsible for end to end customer experience in "pre & post" stages of customer travel journey, including web/app experience, customer support and loyalty:- Lead the discovery, analysis, innovation strategy and design of the Air New Zealand desired customer experience across channels in the Disrupt stage of our customer journey, which directly influenced future programs of work resulting in 9% increase in contact reach and 15% increase in self service eligibility. - Lead the implementation plan for revision of core service fees, leading to a forecasted improvement in average handling time and reduced cost to serve in the contact centre.- Working with a cross functional team, lead the the customer experience design to deliver a new Bot to Live Chat Channel with positive impact on contact centre wait times.

Auckland, New Zealand

Responsible for the design, development and implementation of online customer experience technology solutions. Working primarily with the Oracle Service Cloud platform, I had end to end ownership of client engagements focused on designing and implementing best in class online customer experiences – from wireframe and prototyping through detailed requirements, technical development, implementation and user training and adoption.

In this role, I advised on matters relating to commercial, privacy, and technology issues; M2M services; consumer law; property; big data; competition; dealer arrangements; roaming; and regulatory matters.As Privacy Officer I was responsible for the creation and development of data management strategy for legally appropriate capture, use, commercialization, sharing, handling and disposal of personal data.

Successfully lead the implementation of a leading practice customer engagement operating model, technology platform and agent training and adoption to improve the ability of the contact centre to manage non-voice customer interactions (social media, email, chat and public knowledge-base).

Corporate/commercial advice

Bachelor'S Degree, Llb/Bcom

Llb

Education record