Executive Director - NZ Executive Leadership team member and global Experience (Customer, Digital and Employee Experience) Leadership team member. I lead a cross-functional team spanning several disciplines, including consulting, research, advanced data analytics, SaaS technology and strategy in NZ and support Strategy Consulting across the Asia Pacific and Middle East region.I currently work with clients in Financial Services, Insurance, Airline/Aviation, Retail, Government, Energy and Utilities, Telco, Education, Automotive, B2B and Live Events and Entertainment.• New Zealand Gen AI Lead• New Zealand Data Privacy Officer (DPO)

Global Experience (Customer, Digital and Employee) Leadership team member. I lead a cross-functional team spanning several disciplines, including consulting, research, advanced data analytics, SaaS technology and strategy in NZ and Australia.• Experience Strategy, Transformation & Delivery• Customer Value Proposition• Experience and Service Design • Experience Research and insights activation• Experience operating model design • Customer and Employee Journey mapping • Voice of Customer and Employee program design, implementation, and audits• Digital Experience and Transformation • Experience Technology and partnerships• GovernanceI currently work with clients in Financial Services, Insurance, Airline/Aviation, Retail, Government, Energy and Utilities, Telco, Education, Automotive, B2B and Live Events and Entertainment.

As Director for the NZ business, I lead a team passionate about everything CX from helping our clients to set a CX vision and strategy, solving problems through service design, designing and supporting VOC programs through to answering those trickier questions using CX Analytics. You name it we love it and can do it.Currently working with organisations across many sectors and industries including Financial Services, B2B, Retail, Telco, Insurance, Government, Energy/Utilities, Automotive and Airline - Data led transformation - Strategy and Advisory services- Research (quantitative and qualitative)- Analytics - Voice of Customer/employee programs- SaaS Technology partnerships - Medallia, Qualtrics, Alida, Verint, QuestionPro- Operating Model design - 2021 Ashton Media CX Awards Finalist: Best CX Advisory Partner- 2021 NZ Research Awards: 3 Gold Awards & 1 Platinum award | ASB and Trustpower

The Strategic Customer Experience Advisory Board focus on thought leadership, Industry trends and being the voice to steer relevant content for Marketers and CX'ers in the New Zealand marketplace.

Reporting to the Group Director- Marketing & Business Strategy, I lead the Customer Experience strategy and Insights for New Zealand’s most trusted food safety and bio-security service provider in the food and primary production sectors. I lead a team of Customer Experience Leads across Auckland, Wellington & Christchurch to create and deliver a unified and innovative customer experience for our 5000+ customers. Working closely with our executive team I ensured the customer was at the heart of everything we did, championing the voice of the customer and ensuring we had valuable data and insights to help drive better business decisions.Key Achievements:- Development and Implementation of a 2-year Customer Experience strategy and roadmap- Design and implementation of a new Voice of Customer program- including Qualtrics technology implementation, insights capture at moments of truth in the customer journey, NPS and Customer effort target setting, complaints management process and insights activation.- The implementation and ownership of an External Communications framework. Inclusive of Customer communications and crisis communications.- Development of customer segment personas and customer journey maps to redefine and optimize the customer journeys.- Key contributor to AsureQualitys refreshed purpose statement and re-branding.

Currently a senior member of BNZs Digital Performance and Experience team. Leading a team responsible for BNZ digitals engagement internally and externally, digital content experience and BNZs WWW experience. Targeting the overall customer experience through our website I collaborate with key stakeholders across BNZ to lift individual and tribe performance. The team consist of a Product Owner, Full Stack Developers, Front-end Developers, Product Business Analysts, Automation Testers, Digital Content Leads, Content Delivery Manager and a Digital Engagement Manager. Achievements include:• The successful set up of Auckland Digitals new WWW Experience team.• Auckland lead for Summer of Tech internships.• ICAgile certified.• Human-Centered Design course- IDEOTeam Awards• Best Digital Bank in New Zealand and most Innovative Digital Bank in Asia Pacific.• World’s Most Innovative Digital Bank– Global, at the Global Finance magazine's 2018 Awards.

A member of BNZs Marketing and Customer Strategy team. Re-imagining customer experiences by using data and insights, Human Centered Design principles in line with the banks strategic direction. Targeting desired customers segments I ideate and collaborate with Directors, Heads of/National Managers, HR managers, Digital Partners, Brand, plus many more to deliver value add outcomes. Achievements include:• Successfully implemented the co-creation design of the staff benefit offering for 6000 employees- brand aligned.• Re-design and implementation of a new onboarding experience for new BNZers.• Implementation of a Financial Health Check offering to all BNZers that is life stage specific.• Re-design and implementation of the banks external workplace corporate packages strategy.

Responsible for the management, leadership and performance of Henderson Store, that has the biggest asset and liability book of over half a billion dollars in the region. With 11 staff members reporting to me which included an Assistant Manager, 6 Customer service agents and 4 Banking Advisors. Achievements include:• Facilitation of a ‘Negotiation workshop’ for all 120 bankers in the region. The initiative then went national to all regions.• Implemented successful business development relationships with Lincoln Business Association, Barfoot & Thompson and Harcourt’s.• People strategy lead for the region. Accountable for recruitment, recognition events, graduate program and emerging leader program.• Successful management of the stores P&L.

I am a key member of the banks Employee Relations team sitting under the HR umbrella. I am responsible for providing strategic and legal advice on all employment matters to all levels of management throughout the bank. I ensured a fair end to end process is adhered to and all risks are clearly communicated, consulted and mitigated. Achievements include:• Successfully consulted on over 150 employment matters ranging from misconduct, serious misconduct, performance management, union forums and restructures.• Lead workshops for people leaders throughout the bank to increase capability and confidence in employment relations matters, employment law and HR polices.

Responsible for the strategic direction and performance of the BNZs Auckland 75 seat Contact Centre. Reporting to me directly I had 7 team leaders and indirectly 68 Customer Service Advisors. Through coaching I helped lift the operational, sales and service capability of all of my people leaders. Achievements include:• Silver Kiwi Chevron award winner- Leadership.• Initiated and successfully lead the Implementation of the Retention Strategy in to BNZ Contact Centres.• Initiated and successfully lead the Implementation of the Emerging Leaders program.• Successfully lead the team through the loss of our Wellington Contact Centre in the Wellington earthquake.

Responsible for the leadership and performance of up to 12 Banking Advisors/Small Business Advisors. Though coaching and implementing an individualized operating rhythm I had many achievements. Achievements include:• Number one sales team for Financial Year 2010/11.• Asked to step up as interim Sales Centre Manager for 2 months while my people leader was away.