Kitty See Email and Phone Number
Kitty See work email
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Kitty See personal email
Seasoned program manager with a passion for driving true and sustainable impact with a broad-reaching background in large-scale, complex program management and sustainable change. My extensive experience as a senior program manager is underpinned by a strong background in continuous improvement, business improvement, customer experience design, staff engagement, business unit strategy, and experimental model and framework projects. My qualifications include an EMBA with the AGSM, leadership and facilitation of HCD through LUMA Institute and INSEAD Business School, and Six Sigma Greenbelt. I also have detailed knowledge and experience in Agile, Waterfall, design thinking principles and methodologies, and sustainable change. As a senior program manager, I have been able to marry my passion for measurable, sustainable positive change with my strongly pragmatic approach to develop a track record of delivery across widely varying contexts in superannuation and insurance. My track record in program management has also been critically facilitated by my broad exposure across the value chain from strategy, distribution, product and marketing to operations and support. This is critically paired with my deep commitment to meaningful engagement at all tiers of an organisation to drive true and sustainable change. Specialties: program management, change management, transformational change management, continuous improvement, business improvement, Human Centred Design (HCD), design thinking, sustainable change, customer experience, superannuation, insurance, wealth management
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Business Enablement LeadAustraliansuper Nov 2023 - PresentMelbourne, Victoria, Au
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Portfolio Director For Operations Finance Hr And TechnologyAware Super Jul 2022 - PresentSydney, Nsw, Au -
Program Manager, OperationsAware Super Sep 2019 - Jul 2022Sydney, Nsw, AuAs part of the Enterprise Delivery & Transformation Team, managing the ideation, pipeline and backlog management, and delivery of all Operations driven and impacted projects. Project within the program range from small, BAU funded to larger strategic funded projects. The Program is also responsible for estabilishing and operationalising a Continuous Improvement capability for the Member & Client Administration Teams.
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Operations Stream Lead, Comminsure/Cba Separation ProgramComminsure Oct 2018 - Sep 2019AuLed all aspects of design, planning and delivery of 2 streams - Operations and Privacy & Consent. Approved solutions aimed to balance business needs, ongoing customer servicing and product management intent and ideal customer experiences. Key stakeholders span across CBA and CommInsure, including Legal, Risk, Product, CFS, Marketing and Operations. -
Executive Manager, Cx & TechnologyComminsure Dec 2017 - Oct 2018AuUsing Human Centred Design, my team and I have created a target Customer Experience Strategy for the CommInsure Claims division. This exercise introduced the buisness unit to customer interviews and insights by using both qualitative and ethnographic techniques to understand our customeres' motivations and emotions. This was then translated into a working journey maps, followed by ideation, prototype building and UX & CX testing. All of which led to the synthesis between desirability, viability and feasibility, a customer led target end state and a year by year roadmap to get there.Additionally, I lead the team to review, consolidate and rewrite over 450 pieces of claims customer correspondence to ensure customer centricity and, using Agile methodology, implemented a new technology platform to better support the business in delivering these written communications.Areas of focus: program management, change management, customer experience strategy, change strategy, change design, agile, human-centred design
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Business Lead, Communications Uplift ProgramNational Australia Bank Oct 2016 - Nov 2017Melbourne, Victoria, AuThis senior program management role has allowed me to bring together much of my core expertise – in strategic leadership, experimental model and framework design, customer experience and sustainable change. Our focus is on a longstanding challenge for any organisation – how can we measure quality in our customer communications? Under a Board directive, my talented team and I have conducted a deep exploration into this inherently subjective question. Through true customer testing and a broad internal consultation, we have identified real metrics and unearthed missing core foundational enablers for quality in customer communications to design a communications quality framework and a new due diligence system developed with human-centred design principles and Agile implementation. While initially scoped for a single product line, our framework and metrics have been tested and proved and are now set for rollout across the NAB Wealth Business. Areas of focus: program management, transformation management, change management, customer experience CX, UX design and testing, business case development, program strategy, change strategy, change design, agile, human-centred design -
Head Of Corporate Adviser NetworkNational Australia Bank May 2014 - Oct 2016Melbourne, Victoria, AuIn this senior change management role, I led a program to build a new model for our relationships with our top financial advisers in readiness for major financial services legislative change. This was a fantastic opportunity to not only ensure we were able to retain our most valuable adviser relationships, but also to use the program as an opportunity to positively transform the member experience. We were able to design a model that was grounded in the operational realities of the roles of our advisers, and that provided a clear sustainable benefit to the business and to our advisers.Areas of focus: change management, program management, customer experience, strategic leadership
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Head Of Customer SolutionsNational Australia Bank May 2011 - May 2014Melbourne, Victoria, AuAs owner of strategy and major programs for customer experience, this was a wonderful opportunity to explore the customer experience from all angles. Our major programs included innovative exploratory programs and a major member experience uplift program that brought together numerous functions, including marketing, digital, product and operations to identify and explore opportunities across the portfolio to increase inflows and strengthen enablers of member engagement levels. The strength and results of our collaboration transformed the member experience and allowed us to put into place engagement, retention and attrition metrics to understand and manage the member experience much more closely and intelligently. Areas of focus: customer experience, change management, change management design, human-centred design, business improvement, model and framework design
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Planning ManagerNational Australia Bank Jan 2009 - May 2011Melbourne, Victoria, AuAs a planning manager, my role was focused on critical leadership support for strategic and business planning process and cycles for MLC investment platforms. At its heart, this role was centred on helping senior leaders and teams down the value chain to set visions and commit to goals. This role was also highly cross-functional, identifying gaps that provided opportunities for improvement, and designing and managing programs to bridge those gaps. Areas of focus: staff engagement, program management, change management, strategic planning, senior leadership support, business improvement
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Various RolesNational Australia Bank Feb 2001 - Dec 2009Melbourne, Victoria, AuExecutive Manager, May 2008 – Jan 2009Program Manager, Performance and Improvement, Oct 2007 – May 2008Customer Service Manager, Data Integrity, Compliance and Process Improvement, Oct 2006 – Oct 2007Stream Lead, Customer Operations, Feb 2006 – Oct 2006Process Analyst, May 2005 – Feb 2006Business Transformation Manager, Feb 2003 – May 2005MLC Graduation Program, Feb 2001 - Feb 2003
Kitty See Skills
Kitty See Education Details
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InseadInnovation By Design -
Agsm @ Unsw Business SchoolEmba
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Financial Services Institute Of Australasia (Previously Known As Securities Institute Of Australia)Finance
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University Of SydneyB.Ec
Frequently Asked Questions about Kitty See
What company does Kitty See work for?
Kitty See works for Australiansuper
What is Kitty See's role at the current company?
Kitty See's current role is Experienced program manager specialising in programs uplifting Operations & CX.
What is Kitty See's email address?
Kitty See's email address is ki****@****.com.au
What schools did Kitty See attend?
Kitty See attended Insead, Agsm @ Unsw Business School, Financial Services Institute Of Australasia (Previously Known As Securities Institute Of Australia), University Of Sydney.
What skills is Kitty See known for?
Kitty See has skills like Business Integration, Business Transformation, Business Process Improvement, Strategy, Project Portfolio Management, Stakeholder Management, Business Process Design, Acquisition Integration, Restructuring, Strategic Leadership, Project Delivery, Relationship Management.
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