Nick Mackenzie Email & Phone Number

Brisbane, Queensland, Australia

I was an Associate Partner at Bain & Company, accumulating 12 years’ consulting experience in Australia, the UK, the Philippines, and South Africa. My core expertise was in enterprise and business unit strategy, customer experience design, and performance improvement. I led a number of projects primarily supporting clients in the banking and telecommunications industries. Most recent highlights include:Banking: • Enterprise and business unit strategies and supporting cost program • Bank superstructure and operating model design• Channel strategy to accelerate digitisation and use of partnerships to enhance customer/banker experience • Contact centre performance-based routing optimisation• Net Promoter System/ closed-loop customer feedback processes deployed across retail/small business banks • Straight-through digital onboarding experience design and executionTelecommunications:• Enterprise strategy, focused on network and tech priorities • Redesign of ‘get help’ customer experience• Field operations optimisation to minimise time to resolution and costI also supported the development of enterprise strategies and commercial/ sales strategies for companies in other sectors (e.g., heavy industry, FMCG, wealth, professional services, not-for-profit), and completed a number of commercial due diligences across industries (e.g., pipeline services, debt management, payments).

Brisbane, Australia

During this secondment, I joined the team leading the design and launch of a new subscription technical support service (Telstra Platinum). My role was to build the field workforce (technicians) to support the service nationwide, which included: - Designing the skills required, training, team model, vehicle and tools, visuals (e.g., uniforms, decals) and service levels- Hiring, onboarding and initially managing the national workforce and team leaders