Oliver Drummond Email & Phone Number

Sydney, NSW, AU

• Working in the Customer Experience team at CHEP Network, who are responsible for leveraging data, technology, and creativity to support clients as they “transform their business through the eyes of the customer”. As a.
• Collaborate with multi-disciplinary teams to define the business problem, project objectives, scope… Show more Working in the Customer Experience team at CHEP Network, who are responsible for leveraging data.
• Collaborate with multi-disciplinary teams to define the business problem, project objectives, scope, and success measures
• Engage and work with cross-functional teams to audit experiences, systems, and data to understand current state and identify pain points and insights to inform strategic approach
• Develop overarching Customer Experience strategies from approach to implementation, leveraging our human-centred design methodology
• Design and facilitate client and inter-agency workshops to ideate customer solutions from diverse perspectives, and engage key stakeholders who are required for project success

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, Australia

Sydney, Australia

Sydney, Australia

• Prospa is a FinTech start-up who identified a gap in the Australian market and challenged the big 4 banks by providing access to small business finance with a better and more personalised experience. My seconded role.
• Work with CMO and Marketing leadership team to develop FY20 Marketing Plan
• Lead Customer, Content and Social team to cross-functionally develop goals and initiatives to deliver upon strategic objectives and success measures
• Work with wider business teams (i.e. Analytics and Tech) to identify requirements for reporting, optimisation and efficiencies
• Marketing lead for agile pod focused on delivering customer experience improvements
• Develop and lead team presentations to articulate strategies and results to senior stakeholders in the business (including CEO)

Sydney, Australia

• As the most well-known and oldest telco, Telstra has been able to maintain the largest market share across consumers and small businesses in Australia. However, legacy systems – some over 20 years old – meant the.
• Conduct audit of current state communications, systems and triggers
• Design and run workshops for stakeholder management and to uncover insights and ideas for experience and process improvements
• Work with data team to identify requirements for analysis to uncover moments in the journey with the largest opportunity in which to make an impact
• Brief and liaise with the research team to identify methodologies and design a research approach in order to uncover customer insights
• Develop future state, multi-channel onboarding journey to improve NPS, provide a digital-first experience and help deliver upon business revenue objectives

Sydney, Australia

• I started my career at LOUD as an intern before swiftly being promoted to Senior Account Manager, reporting directly into the Group Account Director. Being a small, independent agency, the role needed to work closely.
• Manage and mentor team of two across four clients, three… Show more I started my career at LOUD as an intern before swiftly being promoted to Senior Account Manager, reporting directly into the Group Account Director..
• Manage and mentor team of two across four clients, three financial services and one government (health related)
• Manage relationships with senior clients; proactively addressing any opportunities and actively managing any client concerns
• Provide strategic direction and leadership to clients and my internal team
• Work closely with planning department to develop creative briefs for all clients

Sydney, Australia

Sydney, Australia

North Sydney

Bachelor Of Commerce (B.Com.), Marketing And Business Law

Adschool Graduate Program, Advertising