Paul Carlé Email and Phone Number

Supporting the production of a TV documentary series to create greater scam awareness for NZ and Pacific audiences: You’ve Been Scammed by Nigel Latta.

• Led ANZ's Customer Relations and Customer Care teams and championed great service for ANZ's 2 million kiwi customers• Analysed customer insights to make continuous product and process improvements• Enhanced customer experiences through human centred design and agile work practices• Built relationships with external stakeholders to increase customer education and fraud awareness• Managed reputational risks and privacy issues• Developed customer communications for product launches, service changes and remediationsWhile in this role I setup a conduct risk champions group at ANZ New Zealand and presented to internal and external audiences to advocate for problem prevention and best practice complaint resolution.

While building a bank-wide customer experience function I led ANZ’s ‘delivering good customer outcomes’ programme. Through a human centred design process a set of principles and measures were developed to create dashboard reporting for management and board.

• Managing external and internal communications for the Chief Operating Officer leading ANZ's technology, property, shared services and banking operations• Supporting a global business unit of 20,000 people working across 34 countries• Responsibilities included change management, issues management, customer communications, communications advice for all levels of the business• Developed communication strategy to support ground-up implementation of strategy, culture and engagement programmes. Plus the transition of a new COO.• NZ lead for implementing ANZ's global employee social network platform.

• Supported the Managing Director Business Banking with internal communications for a team of 700• Planned and executed business-wide communications to support one of New Zealand’s biggest transformation projects (the merger of ANZ and The National bank)• Produced CEO videos and led a project to develop a live chat platform for the CEO• Previously in this role I supported the Risk and Human Resources business units. I also managed communications for Sponsorships including ANZ’s sponsorship of the New Zealand Olympic Team for the London 2012 Olympic Games.

Rugby World Cup 2011

• Project managed the re-design of GE Money’s website• Responsible for developing new site architecture and online tools such as calculators and smart registration forms• Drafted web copy and supporting communications materials• Managed design agency and multiple contributors to meet global brand requirements

• Creative Producer for NAB’s twice weekly video news service• Managed a team of freelance crew and contractors• Managed studio resources and vendor relationships with Telstra and GlobeCast• Created in-program graphics and promotional communications• Part of the Group Internal Communications team producing content for NAB’s 40,000 staff globally