Sydney Water is Australia’s largest water utility serving over five million customers in the Sydney region. I lead the voice of the customer programme, providing real-time insights to improve customer experiences.

Network Rail owns and operates Britain’s railway infrastructure, and undertakes some of the largest engineering projects in Europe. I led the Research and Insights team providing a deep understanding of customer data enabling Network Rail to interpret customer needs.

My role was to measure and optimise customer experience, specifically aiming to understand and enhance the satisfaction of the 20 million people who live within 500m of the railway. I was also responsible for the strategic management of an outsourced multi-channel contact centre. Network Rail was recognised in the Top 50 UK Companies for Customer Service awards throughout my time in the role.

New Zealand Post Group consists of a range of businesses providing mail, logistics and financial services. My role as the Government and Community Relations Manager was to ensure that Government Ministers, officials and key community organisations understood and supported the actions the Group was pursuing in order to maintain its commercial viability in a rapidly changing digital and online economy. I was tasked in leading the engagement and negotiation of the Group’s preferred operating terms with the government. These negotiations were successful with the Government granting the Group a major increase in its operating flexibility.

Allen + Clarke is a boutique research and policy consultancy company whose primary focus is the public sector (both central and local government). My time at Allen + Clarke allowed me to build on my stakeholder management and relationship development skills in a professional consulting environment. I project managed the stakeholder engagement process for a large government department as they undertook a cost recovery programme. This involved the identification of key stakeholders, the development of a communications and stakeholder engagement plans to ensure consistency when communicating the proposals, and leading meetings to inform the relevant stakeholders of the proposed changes.I was also involved in the business development process for the firm and created a number of business engagement strategies.

Federated Farmers is one of New Zealand’s leading advocacy organisations, representing the interests of the rural sector (the largest contributor to New Zealand’s economy). I was a member of the General Policy team that addressed national policy, regulatory and economic issues. My areas of responsibility included telecommunications, transport, employment, and health and safety. I had sole accountability for these portfolios. I designed and implemented the strategic approaches to achieve policy and regulatory change.

Veterans’ Affairs New Zealand is an operational unit within the New Zealand Defence Force. I was contracted as an Advisor to act as the primary liaison with the Office of Minister of Veterans' Affairs, and provided advice on a range of issues. I also participated in the 2010 International Ministerial Forum on veterans’ affairs, this was attended by a number of foreign Ministers and officials.

The Ministry of Social Development is New Zealand's largest government department. I was employed as part of the State Services Internship Programme, as an Intern Research Analyst. I assisted with the management of large datasets, prepared evidence briefs and conducted secondary literature reviews.