Managing an international team, led the customer advocacy program for Global, Enterprise and Government customers. Responsibilities included: - managing customer insights and research, including the survey strategy, root cause and data analysis,- service improvement program and communication to our people and customers,- managing customer experience programs, including the customer service strategy, embedding cultural change and development of tools;- driving NPS reporting and customer action plans

Managing a national team, designed and led Telstra's customer advocacy strategy for Wholesale customers. Driving a cultural customer change program, and accountable for implementing and managing NPS, responsibilities included: • Design, develop and implementation of the Net Promoter System (NPS) change program.• Conducting customer insights and research. • Data analysis to identify trends and key customer pain points.• Development of service improvement initiatives to improve customer experience and advocacy.• Program management of lead customer advocacy initiatives across Wholesale.• Employee engagement and culture change management.• People management, coaching and development of team members.• Managed and participated in Telstra Mentoring program, graduate interviews and placement.

Maternity leave appointment to Acting Director of Commercial Operations to lead a team of 50+ as a member of the Senior Executive team.Responsible for overall business unit governance and strategic planning, managing Customer Advocacy, Solution Management, Contracts and Commercial Management teams. Key deliverables:• Prepare and attend Quarterly Advocacy Review CEO Leadership team presentation.• Lead the people change management programs of organisational review.• Develop and present Advocacy event at annual roadshow across Australia.• Management of Commercial Operations monthly financials and budget.

Established a new Wholesale Customer Satisfaction Line of Business, including development of customer experience improvement program of work, supporting processes, Customer Advocacy Team, and Customer Satisfaction Council.• Acting on behalf of Director, Customer Satisfaction and Commercial Services accountable for up to four lines of business and 50+ staff. Lines of business include Commercial Management, Sales Operations, Billing and Customer Satisfaction. • Leading the Wholesale Customer Advocacy Team made of key cross-business senior managers and developing a customer service strategy to align with the corporate goal to put the customer at the centre of everything we do.• Development of program of work based on customer survey feedback and delivery of initiatives to improve customer satisfaction rating year-on-year, managing multiple stakeholders to drive improvements and build ongoing momentum.• Development and delivery of internal service promise and Customer Charter.

Lead program manager for customer and regulatory initiatives. The role was expanded to people-leader to manage events and internal communications.• Program Manager of TW team that developed the NBN customer engagement strategy.• Program managed key Wholesale customer engagement, change programs, working parties and feedback reporting initiatives. • Lead in program managing and developing transformation communications for Wholesale customers.• Key contributor for development for regulatory Operational Separation change program and supporting processes for the Long-Term Notification Report and Alternative Disputes Process.• Developed sales tools and processes for Account Plan reviews based on Target Account Selling (TAS) principles and executive engagement.

Managing a diverse customer that required understanding the complexity of the Wholesale market in the telecommunications market industry and the regulatory environment. Responsibilities included driving revenue growth, maximising yield and managing regulatory risk.

Roles included Service Manager, Migration Manager, Process Analyst and Billing Call Centre Supervisor.