Matthew Pitt Email & Phone Number

- Development and delivery of the continuous improvement strategy within Defence Base Services. - Leading capability development and governance of initiatives to return benefits to the business and client. - Leading a cross functional team of managers responsible for workforce planning, transformation governance, demand management and innovation.

Adelaide, Australia

Building capabilities to support the department in applying a customer centric approach to ways of working and thinking including Human Centred Design, Service Design, User Research, Behavioral Economics and Innovation.

The primary objective of the role was to utilise Lean Six Sigma analysis, human centred design and organisational change methodologies to strengthen the Optus Customer Experience. This was done through the effective delivery of projects and consultative pieces of work which deliver benefit to Optus’ customers and in turn to the organisation. The Optus Customer Experience Transformation program is focused on improving the complete customer experience as well as delivering knowledge and capability within the business to drive a cultural shift and facilitate ongoing continuous customer improvements.

This role was to strengthen the Optus Customer Experience Transformation Strategy through the management and delivery of capability programs including Lean Six Sigma, Change Management, Innovation and Human Centred Design.The role was responsible for enabling the business to correct/improve process and customer experience inefficiencies through developing the skills and capability of employees. As a result of successful project delivery and ongoing roll-out of the development programs, this role played a pivotal part in continuing to equip employees to correct business problems and therefore deliver on improved customer experience and efficiency.

The primary focus of the business Project Manager role was to effectively manage the implementation of new products, enhancements to existing products and integration of new business into General Enquiries & Billing department of Optus Customer Care. These are managed in consultation with key stakeholders and the General Manager.The role was also responsible for developing and maintaining an overall program plan for General Enquiries & Billing taking accountability for high level end to end delivery of projects into the business.In addition to undertaking agreed project tasks, opportunities for business process or systems improvements were pro-actively identified, developed and recommendations made, and when appropriate, rolled out for implementation.

Project initiative lead delivering call handling time reduction in customer service centres.

Master trainer providing Train-the-Trainer and accreditation of offshore BPO vendor trainers.

People leadership of frontline customer service team.

Computer & Information Science

Lean Six Sigma Black Belt

Applied Project Management

Lean Six Sigma Green Belt

Certificate Iv Training & Assessment

Diploma Of Project Management