Co-designing, Implementing, Leading an org wide Employee Active Listening Programme for Inland Revenue. Collecting actionable, experience based insight & using it to shape and evolve our Employee Experience. Leading several informal networked teams, across IR business groups, to help deliver above, and to drive action based on insights. Engaging with various stakeholder groups across Inland Revenue (eg exec team, business group leadership teams, risk committee, unions, people… Show more Co-designing, Implementing, Leading an org wide Employee Active Listening Programme for Inland Revenue. Collecting actionable, experience based insight & using it to shape and evolve our Employee Experience. Leading several informal networked teams, across IR business groups, to help deliver above, and to drive action based on insights. Engaging with various stakeholder groups across Inland Revenue (eg exec team, business group leadership teams, risk committee, unions, people leaders, external agency suppliers) and other government agencies. Show less

Leading a clever team of researchers & analytics insights professionals, within the ‘Corporate Strategy, Customer Experience & Insights’ group at Westpac. Our team worked together to collect customer feedback and analyse customer data in a way that delivers highly actionable customer insights & engaging customer stories to inform business decisions for our many internal clients across Westpac. Including, but not limited to : Customer Segmentation, NPS Drivers, Voice of Customer… Show more Leading a clever team of researchers & analytics insights professionals, within the ‘Corporate Strategy, Customer Experience & Insights’ group at Westpac. Our team worked together to collect customer feedback and analyse customer data in a way that delivers highly actionable customer insights & engaging customer stories to inform business decisions for our many internal clients across Westpac. Including, but not limited to : Customer Segmentation, NPS Drivers, Voice of Customer Real-time Feedback Programme, Customer Experience Strategy, Customer Retention Strategy, Service Co-Design, Brand Positioning Strategy, Product Strategy. This team was amazing at using their research and customer analytics capability, to deliver strategic insight in a way that drives change to improve Westpac’s Customer Experience. Show less

The Financial Education (Fin-Ed) Centre works to help New Zealanders become more financially savvy by improving their knowledge, attitudes and behaviour towards money. The Fin-Ed Centre is globally unique for the breadth of its work around financial literacy, covering education, research and consultancy. We undertake research and run courses for both groups and individuals.

Leading quantitative researchers to design, collect and use customer insight in a way that makes a difference for their clients. Using customer insight to get to the heart of all sorts of business problems, improve Customer Experience and influence decision making.

Based in Melbourne head office, within MYOB’s Product Strategy team, I established MYOB's Market Research capability from scratch, growing this into a significant investment that was highly valued at all levels of the organisation.