Defined and executed the Digital transformation strategy and planning of activities that supported the enablement of growth strategies for IAG Group across all brands.Achievements• Delivered large-scale digital transformation initiatives for cross-Tasmin leading insurance brands (NRMA, SGIO, SGIC, State and AMI) resulting in operational efficiencies and market share growth.• Working with product squads, developers, engineers and designers (DevOps) to deliver performance dashboards that surfaced key strategic digital metrics for the purpose of extrapolating insights and actions that increased digital adoption by customers of 5% MoM resulting in $34.5m savings from traditional channels to digital for FY20.• End to end discovery and product management processes across the customer journey that resulted in a decrease of customer pain-points and an increase in overall digital channel share exceeding 55%.• Platform delivery of features and improvements across the digital portfolio optimised with data from performance dashboards (Tableau and Adobe).• Optimisation of platform and product features via test & learn frameworks which results in faster delivery of product features to market.• Defined and maintained product roads map across platform features and implemented digital capability across a variety of BAU and strategic project initiatives.• Ensured that the Digital department had a clear, strategically aligned budget and business plan that met its commercial commitments to IAG Group.• Delivered and led the strategic performance of the digital channel products, tracking and supporting digital teams in agile delivery of key performance metrics.

Defined and implemented the Consumer Digital Channel Proposition and drove Digital Channel Performance, insights and planning that ensured business benefit realisation.Achievements• Assisted in identifying key business improvements for the Consumer Distribution division that delivered operational saving to the bottom line. • Defined and helped develop practises for telephony and branch channels that drove savings thru customer adoption of digital capabilities.• Developed digital reporting dashboards that tracked operational performance of the digital channel, extracting insights that assisted in making key business decisions for commercial gain.

Optimised the performance and delivery of the Satellite digital capability for major commercial brands. Achievements• Sales and conversion targets were achieved and exceeded• Increased digital channel share for key products primarily Motor and Home personal lines insurance• Enhanced the customer experience thru data analysis of test & learn frameworks• Delivery of marketing campaigns that drove improvements in sales and service• Performance insights are utilised to improve channel performance• Site enhancements are delivered to specification and performance is monitored• Interfaces with key internal and external business partners to ensure transaction elements are delivered within brand specifications and align to CVPKey Responsibilities• Managed the activities of the Digital team to ensure customer and business needs were fully met across all brands including Coles, SGIO and SGIC.• Managed and improved the performance of customer outcomes through monitoring and providing insights across digital channels.• Planned and drove the execution of new initiatives ensuring delivery of the business case benefits.• Identified and strengthened relationships with key stakeholders to gain buy-in and support of digital strategies.• Conducted research and provided insights into for commercial and customer opportunities.• Provided leadership and guidance of digital initiatives from execution to operation.• Ensured business benefits were realised by tracking the performance of digital initiatives.• Identify and implemented process improvements for business benefit.• Provided direction and support to the Digital team and digital thought leadership to senior leaders.• Managed the budget for the digital portfolio.• Maintained industry knowledge to create a competitive edge.

Accountable for managing client accounts, primarily Toyota, driving client’s digital objectives and directing client services for the Conn3cted business. I also worked collaboratively with the CIO to develop business opportunities with existing and new clients providing technical solutions and technical guidance to business challenges.Key Achievements• Strengthened the relationship with Toyota ensuring approval of key digital initiatives driving significant business process changes• Delivery of large scale digital transformation initiatives for Toyota assisting in the digital enablement of core business functions for salesKey Responsibilities• Develop strategic digital solutions to meet client’s business objectives.• Responsibility for strategic development of client accounts and budgets.• Provide clients with technical guidance and proactively advise clients on new digital opportunities.• Drive new and existing business development.• Build and nurture positive working relationships with teams to exceed client expectations.

Accountable for managing client accounts and growing digital revenue. Working with both clients and internal teams to develop and implement effective digital strategies. Developing and fostering strong client and internal relationships.Key Responsibilities• Build and nurture positive working relationships with teams to exceed client expectations.• Manage and mentor internal teams.• Responsibility for strategic development of client accounts, campaign activity and budgets.• Maintain strategic overview of client accounts, proactively advise clients on new opportunities and contribute to strategic planning meetings with clients.

Accountable and responsible for all project delivery within time and to budget. I provided guidance, support and mentoring to develop a strong and successful digital production team, ensuring and defining production processes and procedures.

Full accountability for delivery of end-to-end commercial production services to clients, including project management, design, development and editorial, pre-sales production support and engagement with sales teams to support sales efforts within a profitable, compliant structure. Key Responsibilities• Implementation of effective management and reporting disciplines that allowed for insight into activity and efficiencies without sacrificing performance, and worked effectively with organisational partners.• Managed a variety of sourcing strategies including resource partners to provide cost effective and responsive delivery that supported fluctuations in demand.• Built and sustained an empowering, respectful production team culture that valued and developed talent, provided outstanding service, and always delivered.Achievements• Successfully developed and implemented a cross functional production workflow that engaged several areas of the business to successfully respond to client briefs.• Successfully implemented reporting measures and gained production team efficiencies ensuring resource availability matched client demand.• Developed resources to advance in career progression.• Guided the development and delivery of day-to-day client projects including client pitch work.• Increased the digital production of client work to approx. 100 projects per month.

As head of the Digital Production team at McCann, I lead the digital delivery of projects for new and existing clients inline with the McCann’s digital goals. I am responsible for ensuring completion of all digital projects on time and to budget. Liaising with clients on project matters, as well as subcontractors to 3rd party vendors ensuring the work is to the required quality. I am responsible for defining, maintaining and enforcing the digital workflow process through all stages of digital work production. My team and myself collaborate with all areas of the agency including Strategy, Creative, Studio and Account Service teams to ensure the best outcome for execution.Key Strategic Responsibilities• Provide insight for strategic client delivery around digital execution. • Manage a programme of digital work from conception through to completion on time and within budget.• Participate in pitch and client presentations when required.• Build and manage client relationships to provide a working advantage for McCann and for the digital team.• Build and manage 3rd party vendor and McCann Partner relationships that provide McCann with competitive advantage for delivery of client digital projects.• Contribute to the formulation and definition of scope and objectives of digital projects.• Conduct project reviews with clients to contribute to the improvement of systems, processes and procedures.• Knowledge transfer via the McCann Intranet.• Liaise with Account Service to identify digital opportunities for clients.Achievements• Successfully defined and implemented an agency wide workflow process for Digital Production work.• Streamlined the Digital Production teams task management through the introduction of Basecamp.• Successfully integrated digital resources into the agency through strategic placement of digital team members within other areas of the business, which has brought about great collaboration.

• Effectively managed project scope• Directed and coordinated activities of resources to ensure project progresses on schedule and within budget. • Managed requests for changes in conjunction with the account Manager from original specifications;• Monitored project results against technical and functional specifications.• Developed and maintained technical and project documentation.• Prepared project status reports and keep management, clients, and others informed of project status and related issues.• Identified and scheduled project deliverables, milestones, and required tasks.• Managed the briefing of Creative and third-party resources• Managed internal digital workflow and providing ways to improve how we work.• Authored key project deliverables – briefs, wireframes, functional specs, etc.• Triggered client billings and managing third-party invoices• Validated all project deliverables against client brand guidelines• Managed the QA process for all client deliverables• Managed the financial health of digital projects – forecasting, reporting, external invoices, etc.• Managed all project risks and promptly escalate to Head of Digital when necessary• Kept the Head of Digital Production up to date on the financial status of digital projects.• Managed the client through the project• Produced client accurate estimates• Responsible for quality assurance• Delivered on time and on budget• Produced project plans/resource management• Attended and contributed to WIP meetings.

Co-ordinating and managing the implementation of rich functionality for large commercial eCommerce websites through close interaction with business stakeholders, design teams, development resources and user experience resources. Define the overall design and software architecture, including frameworks/core modules, of components utilizing various front-end web technologies.Incorporate Best Practices and provide guidance to team resources.Define the strategic approach for delivery of online business objectives through close stakeholder engagement.

Delivered technical capabilities, planning and management of major projects and initiatives ensuring the IT capability and platforms were maximised. Ensured and maintained a high level of online user experience through ongoing analysis and implementation of strategic enhancements.

Exceeded online PHI sales targets by achieving 115% of target in FY07. Increased online conversion rates by at least 100% overall through enhancements to the sales pathway. Redeveloped online corporate proposition contributing to 30% online sales increase. Delivered new corporate online experience resulting in 117% increase in conversion. Developed SEO strategy and implemented an infrastructure to monitor & manage Google page rankings. Creative design and implementation of a discount campaign for online Travel insurance purchases, resulting in 110% achievement of sales target for FY07. Developed strong working relationships with key stakeholders providing vital feedback and recommendations based on reporting data gathered through online analytics.

Designed creative and developed the front-end to support online marketing material for campaigns and external media support resulting in achieving 110% of online PHI sales target for the FY06. Contributed greatly to the achievement of 207% online PHI sales target for the Sea World campaign through creative design and front-end development. Played a key role in the delivery of content migration and front-end enhancements for the March 2006 delivery of the refresh project for the MBF retail website.

Ensured 90% of all projects completed to business requirements providing sound solutions to ensure customer satisfaction. Maintained a 90% completion of all projects within agreed time-frames. Sought customer feedback upon completion of all projects to gage improvements and ensure self-development. Advised and trained peers on best practices, methodologies and the use of web tools. Sought training to further develop skill set through mentoring. Maintained a high level of customer service and strong customer relationships.

Identified opportunities for process improvements, providing feedback to stakeholders and recommending solutions for implementation and adoption. Developed strong working relationships with key stakeholders maintaining a constant channel of communication through weekly updates. Further developed and improved the customer experience through adoption of up-to-date online user experiences obtained by external research and analysis.

Successfully managed a team of 12 customer service reps to achieve highest Call Service statistics in the Pre-paid Services department for the month of October 1999. Identified and recommended 2 team members for permanent placements to full-time employment. Continuously provided team members with valuable feedback, coaching and training for growth and support in their roles.