Justin S. Email & Phone Number

Sydney, Australia

Australia Post's capabilities expand beyond the mail delivery and parcel logistics capability most people are familiar with as consumers. Our capabilities include an expansive retail network, digital and identity services as well as business process outsourcing and payment solutions. As a Solution Consultant, I utilise my extensive consulting experience across management, technology and design to deeply understand customers their strategic, operational and transactional needs in order to design and deliver effective, non-standard solutions to their complex and varied needs.

Sydney, Australia

Sydney

This role started whilst I was with CEC and continued when the practice was spun into a standalone company. I was responsible for overseeing the roll-out, and operation, of the inQuba SaaS Customer Experience Management (CEM) platform to clients in Australia and New Zealand. In this role I:• Consulted with clients to design their CEM initiatives. This included customer journey mapping, designing the appropriate measurement models / strategies to support the ideal journey, how the service recovery should work and the change management considerations.• Managed onshore and offshore resources to implement & run multiple CEM initiatives simultaneously using the inQuba platform. • Ensured consistency across enterprise client implementations by acting as the programme architecture & design authority when delivering into multiple business units simultaneously. • Managed, and had a hands-on role in, designing and building automated reports which enabled timely, actionable insights across the different levels of client organisations (strategic, operational management, front line staff).• Conducted deep dive analysis of voice of customer (VoC) data, identifying hidden trends and improvement opportunities.• Used HTML and CSS to build survey invitation emails and customise the look and feel of web surveys.• Was the go-to expert in Australia when developing proposals and presenting to prospective clients.

Sydney, Australia

Prior to joining the inQuba practice full time I worked across the full spectrum of CX projects spanning strategy and transformation, design, people and culture, Customer Experience Management, and technology. Some of the projects I worked on include:Working with a FS company using both traditional consulting methodologies and human centred design to establish a new operating model in their contact centre. Removing the old siloed approach led to a significant revenue increase and uplifting NPS by 20 pts.Multiple projects with Service NSW a “One stop shop” for NSW government services. More than 20% of SNSW’s customers offer feedback, and the overall average score is 4.8/5, unprecedented in government services. Projects include;o Defining the detailed requirements to support the improved CX in the retail outlets.o Establishing a data warehouse and reporting solution to provide insight into customer behaviours and sentiment.o Defining the customer experience and technology requirements for an integrated customer servicing (CRM) system including sitting on the evaluation panel for the RFP process.User experience research and testing on a government identity management service, which included providing a remediation strategy and new conceptual design. Helped a large bank define a new enterprise telecommunication strategy to allow them to consolidate their contact centre and corporate telephony infrastructure across several acquired brands.Developing behavioural personas for a large agricultural bank for use by the digital team. This involved designing and conducting qualitative research with agricultural businesses and rural staff members. Delivered the business analysis & change management streams on a project to move an outbound onboarding team onto a predictive dialler to enable the team to reach all customers, while maintaining the quality of the customer experience and maintaining staffing levels.

Sydney

I joined BearingPoint as a Senior Business Analyst, and was promoted to Management Consultant during my time here. Working within the change management division my projects generally involved:Change ManagementProgramme ControlRisk AnalysisBusiness Analysis

Bachelor'S Degree

Higher School Certificate