Product Owner / Product Manager for CRM implementations at telecommunications and financial services clients.

Bourne Digital is a national User Experience design consultancy that is focused upon agile digital product design and development for leading Australian and multi-national organisations. Our customer base consists of Australian financial services, retail, logistics and utilities organisations that are seeking to leverage digital solutions for increased revenue, customer retention and employee productivity and engagement.

- Managed a variety of projects ranging from Target Operating Model Design, Market Entry, Customer Value Proposition (CVP), Customer Experience/Journeys, Cost Optimisation, Process Improvement and Transformation Program Management.- Program and project managed complex consulting engagements involving various work streams across geographies. Built capability by providing training and guidance to consultants to ensure quality deliverables. Managed 2 to 20 consultants on multiple engagements. - Started as Manager in Melbourne (2010) to Associate Director in Singapore (2015). Met and exceeded annual sales targets of $2M. Executed Go-to-Market strategies for KPMG Management Consulting. Contributed to the growth of Digital Transformation practice through proposition development and methodology development.- IP and PoV development. Created thought leadership articles such as the most recent one on ’Cross-Border Payments Interoperability Network Feasibility Study’ which was published on the KPMG ASEAN Insights publication: https://assets.kpmg/content/dam/kpmg/sg/pdf/2018/11/xbpin-feasibility-study.pdf

Strategy and Performance: Role involved identifying cost reduction or revenue growth opportunities, strategic analysis, business case development and project management.Sample Assignments:- Provided a view of the profitability of Telstra Consumer’s retail, contact centre and online channels. - Led the analysis of billed revenue at a service level as well as disaggregation of sales and service costs. Managed the implementation of these initiatives through effective negotiation with stakeholders- Completed the business case for the Sustainable Simplification work stream of the Product Plan Simplification project. Provided program definition and delivery to reduce product plan proliferation, drive simplicity and embed a sustainable approach to product management. Worked with all areas of the business to ensure effective change management and acceptance by IT, Marketing and Consumer.- Led a cohort analysis of the cost of customer dissatisfaction. Developed initiatives such as setting up targeted performance measurement at Front of House, process redesign and implementation of a business intelligence solution. - Led a detailed analysis of smartphone data for revenue uplift opportunities. Project managed the implementation of these initiatives which involved liaising with stakeholders in IT, Marketing and Finance across the Consumer and Business segment groups of the company. - Led a review of Telstra’s software licensing contracts. Engaged Business Units and obtained agreement to cease software support maintenance- Developed business requirements and identified the ‘best fit’ solution for analysing Customer Transaction Surveys (CTS).

Specialised in Business Improvement and Corporate Strategy Consulting. Supervised 1 to 5 junior consultants and managed projects where I reported to a Partner or Director. Worked on $10m+ proposals and was involved in developing thought leadership. Produced an article on the topic of 'Online Advertising'. See attached link: http://s3.amazonaws.com/zanran_storage/www.pwc.com/ContentPages/15659673.pdfSample Assignments:- Developed the wholesale business model for a broadband company. This included analysis of the technology, regulatory and financial implications.- Drafted the regulatory response in the development of a bid for the $43 billion National Broadband Network. This submission included topics such as separation, network neutrality, open access, sub-loop cut-over, overbuild as well as possible changes to existing legislation. - Generated new revenue streams for clients using online and mobile advertising as well as drove revenue growth through customer insights from web analytics. Improved conversion rates by 110%. - Reported findings to the COO around the risks that a telecommunications company was exposed to during the transformation of its CRM and Billing systems and processes. Provided recommendations on how to mitigate these risks.- Quantified the cost of rework for a telecommunications company (ie. both duplicated effort across process steps and manual intervention due to automation failure) and provided recommendations to the GMD on how the processes could be redesigned to improve process efficiency and effectiveness. - Led engagements to review, design and implement the framework and processes for IT Risk Management, IT Governance and IT Service Management. Knowledge of Sarbanes Oxley (SOX), COBIT