Helping organisations achieve standout customer experience (CX) transformation through human-centred, design thinking approaches to customer insight and problem solving. Program management and delivery of transformational change, spanning: people, organisation, business processes, technology and data. Strategic analysis and advisory services including for implementation of leading edge technologies to improve efficiency and effectiveness of customer facing and enabling teams and processes.

Led a major ethnographic research initiative resulting in a comprehensive transformation program of customer experience improvement projects. Managed a complex redesign of online student learning environment for innovative course delivery to 100,000+ students. Designed and facilitated intensive user experience and usability testing of legacy system to support change initiative.

Transformed customer engagement through a portfolio of prioritised projects, including enterprise wide CRM roll out, design and build of world-class online engagement and enrolment system, creation of 100+ seat contact centre, centralisation of student administration via shared services model, streamlining of multiple, complex business processes and formation of concierge-assisted self service centres across 16 campuses. Led a complex change management program directly impacting 200 staff… Show more Transformed customer engagement through a portfolio of prioritised projects, including enterprise wide CRM roll out, design and build of world-class online engagement and enrolment system, creation of 100+ seat contact centre, centralisation of student administration via shared services model, streamlining of multiple, complex business processes and formation of concierge-assisted self service centres across 16 campuses. Led a complex change management program directly impacting 200 staff. Established new teams and led, mentored and developed high performance team leaders to achieve challenging KPIs. Initiated training and facilitated workshops on Design Thinking. Responsible for up to 140 staff, including teams managing sales, service and student administration, CRM project and administration, libraries, counselling and disability support.North Coast TAFE had the highest enrolment growth amongst the 10 former NSW institutes. Our CRM/enrolment system was adopted as the core platform and design of the new, centralised TAFE NSW customer engagement system. Show less

Designed and led a multi-year, award winning transformation of Customer Experience management across the student lifecycle from first point of contact through to alumni, contributing to significant enrolment growth after several years of decline. Devised and successfully managed to completion multiple technical, business process and change management projects to deliver an outstanding and seamless experience for students. Designed and led multiple cross-functional Design Thinking/ Customer… Show more Designed and led a multi-year, award winning transformation of Customer Experience management across the student lifecycle from first point of contact through to alumni, contributing to significant enrolment growth after several years of decline. Devised and successfully managed to completion multiple technical, business process and change management projects to deliver an outstanding and seamless experience for students. Designed and led multiple cross-functional Design Thinking/ Customer Journey Mapping workshops resulting in major improvement investments and projects. Program management of multiple web/online processes, admissions and enrolment processing, and organisational transformation projects - including an academic reorganisation of faculties and schools to streamline management and communication. Show less

Performed a comparative strategic business case analysis of competing proposals for the establishment of a Rural Medical School. Recommended model was that implemented.

Led the French implementation of a global manufacturing restructuring project, resulting from the merger of Glaxo Welcome and Smithkline Beecham to form GSK. Program included the successful transfer of manufacturing of over 3000 pharmaceutical products (SKUs) between France and sites around the world. Program management of multiple projects involving 50+ scientific, engineering and professional staff. Working in the French language, built and developed a project team including project managers… Show more Led the French implementation of a global manufacturing restructuring project, resulting from the merger of Glaxo Welcome and Smithkline Beecham to form GSK. Program included the successful transfer of manufacturing of over 3000 pharmaceutical products (SKUs) between France and sites around the world. Program management of multiple projects involving 50+ scientific, engineering and professional staff. Working in the French language, built and developed a project team including project managers and PMO, with Primavera and MS Project as central tools. Show less

Led manufacturing production teams to meet challenging quality, service, cost, safety and new product introduction targets (3 years). Introduced innovative continuous improvement programs and associated metrics for team success.Managed the introduction of a number of new products into production including GlaxoWellcome's first HIV drug: 3TC/EPIVIR (4 years);Managed the installation and commissioning of a variety of complex, automated manufacturing equipment and systems in time for a… Show more Led manufacturing production teams to meet challenging quality, service, cost, safety and new product introduction targets (3 years). Introduced innovative continuous improvement programs and associated metrics for team success.Managed the introduction of a number of new products into production including GlaxoWellcome's first HIV drug: 3TC/EPIVIR (4 years);Managed the installation and commissioning of a variety of complex, automated manufacturing equipment and systems in time for a new, state-of-the-art tablet facility to commence production (3 years); Show less