Marshall Thomson Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

• Supported Go1 to:
• Collect and enrich various customer feedback data sources (from CSAT, NPS, churn, 3rd party interviews, CSMs, etc.) to synthesize insights that inform roadmap priorities across product, content, support, and customer.
• Combine customer and CSM feedback data with product, stakeholder, and marketing engagement data within a customer health scorecard model (implemented in Gainsight) that: - supports the Customer Success organisation to.
• Drive customer retention through developing and embedding contemporary SaaS value realisation, consisting of: - Eliciting and articulating key customer outcomes (purchase objectives) - Capturing customer (S.M.A.R.T).
• Design and develop Power BI data models and reports to serve a range of functions including: - Executive reporting (including driving alignment on definitions with cross-functional stakeholders) - Data quality.

Melbourne, Australia

• There's no greater inhibitor to growth than crumbling foundational capabilities. I supported the growth of Australia's third largest super fund through development of sustainable technology, data, and insights-related.
• Establishing a team of BI / Analytics developers to build out a suite of growth division-focused BI and insights assets, focused around: - Strategic objectives and key result areas for Executive and Board audiences.
• Product owning a B2B CRM (d365) solution, developing a working group of 'champions' representing business user groups in: - Enhancement sprint prioritisation, development, and UAT coordination - Change management.
• Representing the growth division on multiple concurrent and interdependent major tech transformation projects (e.g. B2C CRM, MarTech stack, EDW and other data platforms, etc.), serving as SME for solution design.
• Supporting development of a (Snowflake) DL/DV/DM as a business / data strategy SME, involving collaborating with architects and data engineers to build out powerful, intuitive foundational tool-sets for development of.
• Designing a custom MDM solution using Dynamics 365 CRM, Snowflake, and Azure Logic Apps.

Melbourne

• Assisting a range of predominantly Public Sector and Financial Services clients with a heavy focus on development of key technology and data capabilities, including:
• Digital Strategy with strong client/customer focus including customer and user experience research (e.g. community engagement surveys, journey mapping, etc.)
• ICT Strategy, including practically sequenced road-mapping & dynamic cost modelling.
• Information Management / Data Governance Strategy with emphasis on use of CRM solutions, Master Data, and Business Intelligence / analytics for driving customer experience and growth outcomes.
• Data Governance strategy including, data quality/lifecycle/access management, and data classification / definition of Master Data.
• Modelling and analysis of business functions, processes, systems, and data in support of strategy execution, including benefits articulation.

Melbourne, Australia

• Led UX refinement of a superannuation clearing house catering to many ASX200 clients through several iterations of enhancement towards a fit for purpose solution.
• Led engagement of non-partnered superannuation clearing houses, establishing relationships and influencing their SuperStream data strategy (as mitigation of key risks associated with divergent technical standards.
• Brokered and authored Service and Operating Models to assist 50+ large corporate employers with the shift to SuperStream compliance and with sustaining their ongoing obligations.
• Designed, developed, implemented, and change-managed an interim solution for manual superannuation contribution processing, greatly reducing the processing variance, errors/misallocation, and rework resulting in.
• Developed, and implemented a data integrity issue diagnosis solution for use by clients transitioning to SuperStream compliance, minimising customer data integrity issues with the potential to cause compliance and CX.

Melbourne, Australia

• Led UX refinement of a market-first peer-to-peer payment and banking smartphone application, modelling estimated CX implications and business capacity impacts based on customer segment level use case-driven analysis.
• Developed an analytics and reporting capability for a Retail Banking Services Change Management team, focused on OCM-driven capacity impact assessment, monitoring, reporting, and post implementation review.
• Developed a suite of supporting solutions for rapidly understanding impacts of live change from a range of perspectives (CX, cost, risk, etc.) using a range of analytical methods (speech analytics, transactional data.

Melbourne, Australia

• Developed and implemented a customer acquisition and loyalty-focused service strategy cultivating best-in-class customer experience and category-beating growth through empowerment of sales staff with gross profit.
• Led expansion of retail presence establishing two locations (Sydney and Brisbane), and a Melbourne warehousing and logistical support capability.
• Established direct-shipping partnership network enabling substantially wider range of product offerings with reduced logistical overhead.

Master, Business Administration

Exec) Due October 2010

Bachelor Of Arts, Psychology/Sociology

Tasmanian Certificate Of Education