Customer feedback. It’s scary right?Hmm, not quite. Take a second to look at it differently.It’s a second chance to make things right when things haven’t quite gone to plan. An opportunity to involve the customer and put them at the centre of everything you do, and co-design your products and services to better match their needs. A free focus group that can help you identify your organisation’s strengths, as well as opportunities for growth and development.Hi, I’m Matt, and if you hadn’t already picked up, I’m passionate about driving organisations to embrace the Voice of the Customer (VoC), put customer experience (CX) at the centre of everything they do, and use it to drive continuous improvement (CI) that delivers exceptional products, services and experiences to customers.It took me a little while to find the CX space – but when I did, I knew it was a natural fit for me. On that journey there though, I gained extensive experience in policy analysis and advice, government relations, executive reporting, communications, and community and stakeholder engagement. That experience came from working in higher education, government and politics, banking and finance, and now the aged care sector.When I look back at those experiences, some of the things I’m proudest of achieving so far in my career include:• Producing reporting and analytics on business operations and customer experience that helped executives and business leaders at one of Australia’s largest financial institutions navigate service impacts associated with the COVID-19 pandemic.• Advocating for community members, including vulnerable persons and persons at risk of vulnerability, to gain access to government services and support that made a life-changing difference.• Shaping and redesigning the CX program at an organisation with 2,000 staff.• Leading and mentoring people and teams to become powerful advocates for the community and customers, and their stories.• Preparing communications and content with a global reach, including letters that have influenced government decisions; speeches read by executives at interstate and international corporate events; electronic direct mail (eDMs) to distribution lists with tens of thousands of recipients; and engaging social media content that turned around a community group’s underutilised pages.I’d love to connect and share insights from my customer, policy and advocacy experience to help you, and organisations, deliver better outcomes for the customers, stakeholders and communities we serve.
Listed skills include Public Speaking, Federal Government, Community Service, Community Engagement, and 6 others.
