Lloyd Nurthen Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

Medallia is the pioneer and market leader in Experience Management. Medallia’s award-winning SaaS platform, the Medallia Experience Cloud, leads the market in the understanding and management of experience for customers, employees and citizens. Medallia captures experience signals created on daily journeys in person, digital and IoT interactions and.

New South Wales, Australia

Sydney, New South Wales, Australia

• Joined Nearmap to transform its Global Customer Experience and create certainty in delightingcustomers at every interaction.
• Understanding the customer's needs, leveraging customer insights and experience data points, tocreate the right engagement for the right customer at the right time, every time.
• Putting Customers at the Core to ensure that Nearmap creates and manages a set of offerings thatresult in highly successful and loyal customers.

Sydney, New South Wales, Australia

• Promoted to lead a team of 4 CX/TX Service Analysts to define and execute the Voice of Customer and Voice of Team Strategy for the Woolworths Group
• Defines and influences planning and strategy as the technology owner for VOC | VOT and delivers the CX/TX roadmap across Woolworths Limited with exceptional best practice outcomes
• Implements new technologies that enable effective ‘listening’ to customers and team
• Collaborates closely with cross-functional teams including Digital, IT, Technology, Marketing, CVM, Legal, Finance, and Operations at the executive and individual contributor levels
• Establish and Implement the Group CX Governance Strategy to enable the business to collectively measure and track customer performance.
• Synthesised raw information into an understanding of customer and team pain points and opportunities

Sydney, New South Wales, Australia

• Step-changed the ‘Voice of Customer’ program launching and embedding customer feedback at the fingertips of frontline operations
• Accountable for evolving and implementing the Voice of Customer Program, a massive investment in communication to drive high integrity data as the foundation for making exceptional business decisions
• Implemented and managed the technology backbone of the program Powered by Medallia
• Engaged and educated Store, Group, Zone and State Managers as well as the Support Office Team Member on the importance of having high integrity customer information on how to engage best and use CX feedback
• Provided actionable insights from structured and unstructured data and text, evolved the survey, methodology, channels and time for customers to give feedback
• Delivered tangible and actionable outcomes from Customer Feedback to solve business problems, such as Customer-Led Checkouts and the Customer Service Program

• Seconded to the Woolworths Rewards Team to ensure the 'Customer, Team, Food’ message delivered in all aspects of the Loyalty Program; offered a permanent role after four months
• Ensured clarity and conciseness of message to the field driving and delivering cultural change
• Provided the Loyalty Leadership Team with critical insights from the Voice of Customer Program
• Implemented a Team Google Site to enabling the team to Organise, Communicate and Act through facilitating access to Incident Management Software and Risk Register
• Set up the Store Loyalty Support Function and Incident Management Framework; subsequently adopted by the wider Loyalty and Customer Data Team

Sydney, New South Wales, Australia

Master Of Business Administration - Mba

High School

Queens Scout Award

Certificate Iii, Frontline Management