Paul Harper Email & Phone Number

Global leader of digital customer products with a track record of demonstrated long term customer and commercial value across multiple industries. Significant experience in strategic planning, digital transformation, and product development with expertise in travel and retail. Passionate leader of teams and people managing portfolios of products and programs of work. A complex problem solver, with extensive experience in end-to-end product life cycle management - from concept and opportunity identification, experience design, business case development, building positive stakeholder relationships with influence across all levels, through to development and delivery to channels and customers. I’m fascinated by how quickly new technology changes user expectations and behaviours, and the notion that the last best experience a customer has with any company is their new benchmark for satisfaction with the digital experience they have with your company.Recent career highlights:Reinvented the digital inflight entertainment experience for a new generation – led a 2 year programme delivering a new design in line with at home experiences. Delivered new technology that’s more stable and open plus a scalable platform to better meet the needs of customers and the business. This increased customer satisfaction to 85% and reduced cost of ownership by 25%. Launched new Inflight connectivity for customers, crew and flight operations – launched an APEX award winning Inflight Wi-Fi experience bringing together two competing vendors to provide the optimal solution for the customer and business. Led the industry as the first airline globally where Inflight Wi-Fi is offered free to all customers on all flights with usage up to 50% and customer satisfaction of 80%.Reinvented the Air New Zealand’s mobile app - leadership of an agile development / delivery team of 25 which launched native planning, booking, managing and marketing features. Exceeded all KPI’s including record customer satisfaction at 88%, 130% increase in ancillary revenue and 60% increase in flight revenue.Established a high performing and highly engaged cross-functional team – Brought together 50+ people across software engineering, delivery, UX, product and data to deliver connected experiences across the customer journey. As a member of the Digital Leadership group I led organisational wide digital transformation including personal and professional development of myself and teams, building talent and capability, enjoying seeing team members grow to their full potential.

Listed skills include E Commerce, Management, Airlines, Project Planning, and 50 others.