Michael Howlett Email & Phone Number

Armidale, New South Wales, Australia

In my role as Customer Insights and Experience Manager, I focus on enhancing customer satisfaction and aligning product roadmaps with business goals through strategic planning and data-driven decision-making.Key Achievements:* Improved customer satisfaction scores by 18% through the development and implementation of a comprehensive customer experience framework.* Led the integration of customer insights into product strategies, ensuring that all stages from concept to launch are informed by real customer needs and feedback.* Successfully briefed the executive team on product performance and customer feedback, influencing key strategic decisions.* Enhanced products by leveraging NPS and CSAT metrics, gathered through structured monthly surveys, to drive continuous improvement.Other Highlights:* Championed the alignment of product roadmaps with business objectives through monthly review forums, enhancing team collaboration and strategic goal alignment.* Directed comprehensive customer journey mapping initiatives, identifying and addressing critical pain points to optimise overall customer satisfaction.* Formulated and launched compelling value propositions that significantly increased product adoption and expanded the customer base.* Advanced market intelligence efforts by developing analytical dashboards that provided key insights for strategic decision-making and competitive positioning.Skills Utilised:Product ManagementCustomer SuccessDigital TransformationData-Driven Decision MakingStrategic PlanningProject ManagementCustomer Feedback SystemsUX/UI DesignMarket Intelligence

Armidale, New South Wales, Australia

As the Digital Experience Manager, I led the design and implementation of digital strategies to enhance customer engagement and user experience, driving innovation and improving customer satisfaction through data-driven decisions and strategic planning.Key Achievements:* Successfully launched a comprehensive redesign of the mobile banking app, significantly enhancing user engagement and satisfaction.* Played a pivotal role in positioning Regional Australia Bank as the first to adopt open banking CDR, enhancing data-sharing capabilities and building customer trust.* Led cross-functional teams to deliver innovative digital solutions, including open banking initiatives and mobile banking enhancements.Other Highlights:* Developed and implemented digital strategies for both mobile and desktop platforms, significantly boosting customer engagement and conversion rates.* Designed wireframes and user interfaces that resulted in seamless and intuitive user experiences.*Provided expertise in copywriting, UI, UX, and customer strategies, ensuring consistency and quality across all digital touchpoints.* Managed cross-functional teams to ensure timely and successful project delivery, fostering collaboration and efficiency.* Utilised data analytics to monitor and report on digital performance metrics, enabling dynamic strategy adjustments based on up-to-date data.Skills Utilised:Digital Strategy DevelopmentCustomer EngagementUX/UI DesignProject ManagementData-Driven Decision MakingCross-Functional Team LeadershipAgile MethodologiesCustomer SatisfactionMarket Intelligence

Armidale, Nsw

As the Digital Engagement Manager, I oversaw digital marketing efforts to enhance customer engagement and lead generation. I managed website redevelopment, lead generation systems, and digital marketing strategies to drive business growth and improve customer satisfaction.Key Achievements:* Redeveloped the customer-facing website, significantly enhancing content management and boosting customer engagement.* Implemented Marketo for lead generation, effectively capturing and nurturing leads to drive business growth.Other Highlights:* Directed SEO, SEM, and social media strategies to expand lead generation and enhance the effectiveness of digital marketing campaigns.* Conducted user research and implemented UX best practices to continuously improve customer satisfaction.* Managed multiple project streams from inception to completion, ensuring alignment with broader business goals and objectives.* Rolled out A/B and multivariate testing strategies to refine digital content and marketing approaches, optimizing for higher conversion rates.* Developed and executed comprehensive digital CRO strategies, significantly improving lead conversion rates.* Enhanced search rankings and social media engagement through effective SEO and social media strategies.Skills Utilised:Digital Strategy DevelopmentSEO and SEM ImplementationCustomer EngagementProject ManagementUX/UI DesignData-Driven Decision MakingLead GenerationA/B and Multivariate TestingCustomer SatisfactionMarket Intelligence

Armidale, Nsw

Since starting at Regional Australia Bank I've created, improved and extended many of their digital offerings. Some of the projects I've owned since joining are listed below.Redevelopment of customer facing website » Creation of RFP for agency tender, business requirements, CMS selection, project management of the build and finally ongoing improvements through content personalisation and CRO techniques. The site has seen a dramatic increase in customer leads and engagement since its launch.Mobile app release management » Our mobile app receives major updates throughout the year which requires their implementation to be managed. The app has had continued success with a steady increase of users and transactions.Internet Banking » Took on the challenge of making our Internet Banking system mobile friendly. Using my experience developing responsive applications, I was able to convert a legacy system into a platform suitable for modern devices.Other highlights include;● Presentations to executives and staff on digital technologies● Creating and prioritising a five year plans across multiple channels● Leadership and ownership of workshops and brainstorms.● Ongoing sprint development to our banking channels - including the implementation of many successful custom features to enhance our digital offering.

Sydney Area, Australia And Armidale Nsw

Freelance web development and technical consultancy.* Consultancy on based approach for campaigns and marketing activities* Technical research on integration with enterprise tools such as CRMs, marketing automation etc.* Solutions Architecture and planning* Front end development using HTML5/CSS3/JS* Umbraco, Kentico CMS development* WordPress and PHP* QA including test case management and automated testing* Xamarin and cross device mobile applications development

Sydney, Australia

Here I was responsible for all technical development and output for the Deepend Sydney office. I managed people, processes and the performance of the technical development team, aiming to produce the highest quality commercially viable software on time and to budget.Some my biggest achievements in this role include* Introduced a solid and predictable QA process by establishing a new team and leading a change of QA thinking within the studio* Technical lead multiple complex solutions on time* Worked alongside developers to reduce errors and risk by introducing automation and continuous integration servers* Positive 360 feedback from my team* The technical department team maintained the highest ultilisation rate within the studio* Built relationships with providers to form mutually beneficial partnershipsThe role covered many organisation, management and interpersonal skills including* Leadership: I provided clear and professional direction in the development of online software.* Solution Development and Delivery: My role required me to manage multiple technical teams to a budget and project schedule. I had to determine, document and manages any risks associated with all existing and future solutions and also recognise system deficiencies and implements effective solutions.* Communication: As the technical leader I professionally presented myself as the most senior technical point of contact for Deepend internal contacts and clients.Within my position I also gained a huge amount of additional experience by working alongside every single department within the studio. This exposure provided me with further skills in QA where I enforced proper test management with test cases and suites, UX where I would help define and approve wireframes and functional specs, and Project managers to determine budgets, coordinate tasks and develop strategies

Sydney, Australia

Manage a team of 12 developers ranging in different skill sets and languages. Responsible for all output of technical department

Sydney, Australia

• Full time developer working with AS2/3, .NET, HTML/CSS/JS• Mentored and worked with other developers and producers and passed previous experience and knowledge of web application development and processes to others in the business• Major projects include Merivale, Seafolly, Unilever.

Sydney, Australia

Boutique design company in Sydney. Here I worked as one of the Snr Developers on a number of websites using AS2, ASP.NET. Worked alongside company director to improve workflow, technical direction and strategy

Sydney, Australia

Worked within the development team for the successful 360 integrated marketing company Spin Communications. At times I was the sole developer in this busy and creative office managing multiple projects and introducing processes into the digital department.- Front end development: Turning creative designs into code. Worked with the design and strategy teams to bring complex and interactive designs to the browser- Back end development: Learnt C# .Net1.1 and database management to not only expand my career but also to enable another level of user interaction to Sydney Spin's digital offering.- Flash & ActionScript 1.0, 2.0: Self taught Flash and ActionScripter! Fell in love with this immensely powerful framework and scripting language. Developed, within teams or by myself, many full Flash web applications that utilised .NET for membership and reporting services - IT Support: Being the residential computer geek it often fell to me to help others with their IT problems. From this I got to meet a lot of different people around the office and formed many friendships and insights to other departmentsProjects and clients included- Disney Australia- Coca-Cola Australia- Sony Pictures- Lee Jeans- Microsoft and Xbox- Unilever and Paddlepop- Mercedes Australian Fashion Week

Sydney, Australia

Front end development for the Australian Subaru website presence. Duties included;- Reviewing PSDs and providing feedback- Working with senior developers for back end integration- HTML and CSS development- Browser testing

Brighton, United Kingdom

Junior developer for web development and design company based in Brighton, UK. Primary responsibilities included- Updates to existing websites- Development of new builds- Small design duties- Working directly with clients- Making tea..