Strategy, Innovation, Growth, Change - this is what I do.I am a senior customer-led transformation leader who can cut through the noise and make real improvements happen, whilst being an educator to make sure it sticks and bring everyone on the journey. Known by peers to tell it how it is with iconic achievements across government and commercial sectors, I thrive on solidifying ambiguity and those challenges where others say 'it can't be done'.Ideally suited to C-suite level roles, I have an enviable skill to relate and connect to all people "from boardroom to back-office" to get things done.Recently becoming an award-winning author on Customer Experience (CX) and Customer Strategy, I take a wider view of transformation, connecting the outcomes to the hearts and minds of all stakeholders involved.Specialties: ◊ Strategy development and implementation, from robust insight to affirmative action.◊ Growth options development, from turnaround recovery to multi-dimensional expansion.◊ Commercialisation of internal services and latent assets, unlocking revenue to outsourcing cost.◊ Leadership and management of complex initiatives, bringing 'simplexity' to create momentum.◊ Linking technology-led transformation to tangible business outcomes, for pragmatic value realisation.◊ Embedding Customer Strategy as a competence across business operations, enabling improved customer satisfaction, business efficiency and organisation effectiveness.
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Founder & Partner - Customer Strategy & Government TransformationCustomer Frame Sep 2015 - Sep 2024AustraliaCustomer Frame empowers businesses & organisations to become more profitable & sustainable by putting the customer at the heart of everything they do. We help our clients to diagnose, understand and improve their customer centricity and transform their operations - ultimately driving business performance. -
Transformation CatalystTransformation Catalysts Ltd Jul 2007 - Sep 2015Uk, Europe & AustraliaInterim business transformation catalyst, helping private and public sector organisations solve the problems that they have been unable to tackle on their own. Skilled at leading complex transformation across the full spectrum of people, process and technology domains. Areas of specific expertise are focused on:* strategy* innovation* growth* changeDemonstrated success across customer-centric strategy, innovation design & implementation, business/project recovery, corporate turnarounds and strategic transformation of business operations.
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Interim Manager - Innovation, Engagement & ChangeEftpos Australia Mar 2014 - Feb 2015Sydney, Australia -
Interim Director - Hr Strategy & Transformation ProgramsRicoh Europe Oct 2011 - Sep 2013London, United KingdomLed the development of the HR Strategy, framework and transition roadmap, in collaboration with stakeholders from across the region, leveraging technology solutions to drive the strategic change imperatives and policies of the new global business. -
Interim Head Of Customer Insight And ExperienceBusinesslink.Gov.Uk Mar 2010 - Jan 2011Created and executed a new customer-centric program, inspiring and leading the complex stakeholder landscape, reshaping internal processes, structures and systems to deliver culture change and business effectiveness objectives. -
Interim Head Of Customer Improvements & Strategic Program: Customer AssuranceRural Payments Agency Dec 2008 - Mar 2010Established a customer centric improvement program, developing change toolkits and interventions to rapidly improve business efficiency, redesigning key process steps and customer application materials, providing measurable cost-avoidance gains. -
Interim General Manager (Turnaround Practitioner)Minc Property Enterprises May 2008 - Dec 2008London, United KingdomLed the strategic turnaround and positive recovery of the MiNC Property Enterprises business, reshaping the commercial strategy, profit model and the focus of resources to maximise cash flow and ROI. -
Global Head Of StrategyNavitas Oct 2007 - Dec 2008London, United KingdomProvided strategic consulting and advisory services to the C-suite of various group equity investments and startup incubations, delivering the 7-dimensional growth strategy for the global 'business coaching' line of business.
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Manager Of Business Recovery & Turnaround StrategyQca Jan 2007 - Oct 2007* Collaborated with cross-sector partners to resolve a common systems design issue threatening to derail projects worth £40m, reducing delivery risk for partners.* Established the Business Continuity strategy and tactical implementation, working with the Executive team to reduce operational risk in the knowledge-based organisation. -
Marketing & Commercial Development ManagerQca Jan 2005 - Jan 2007* Introduced market-based business strategy, innovating the customer proposition to increase profit by £1.3m over year 1 target (50% gain) and 30% over year 2 profit target.* Created an online test materials ordering facility, working with third party vendors and customers to reduce administrative burden and improve overall customer experience.* Worked with commercial partners under licensing arrangements to deliver innovative education products for the sector, demonstrating the ability to use government IP as an alternate funding stream.
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Business Change ConsultantQca 2006 - 2007* Co-created a capability framework and knowledge capture tools to underpin the risk mitigation strategy that addressed the high-impact organisation relocation program.
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National Brand ManagerCentury Yuasa Batteries Jan 2004 - Nov 2004* Led technical teams for $3m product initiative, influencing effort into customer-centric value dimensions, launching with success to achieve market leadership and higher yield.* Led cross-functional team for company-wide Internet redevelopment project, delivering an integrated portfolio of brand-centric websites, intranet and dealer extranet. -
Marketing & Media Strategy ManagerProcar Australia Jul 2002 - Jan 2004* Launched inaugural high profile ‘Bathurst 24-Hour’ international motor racing event, establishing it as the fifth world-recognised 24-hour GT racing event.* Negotiated television rights with networks to supply 24-hour coverage, attaining over 8 hours live to air (worth $7m), securing top international teams, sponsors and advertisers.* Provided national marketing strategy and operational support to the 5 racing categories and calendar of events, including sponsorship management, corporate hospitality and brand merchandising.
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Marketing & Sales ManagerSimex Tyres (Australia) Feb 2001 - Jul 2002* Established coherent brand definition and supporting integrated marketing strategy, maximising advertising and promotional effectiveness to increase national brand recognition.* Introduced corporate branding program, establishing visually prominent retail sites across Australia, locking in key dealers whilst delivering brand recognition for low capital outlay.* Led Sales teams to focus revenue and profit performance, based on ranked customer value.
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Marketing ExecutiveNews Limited May 1999 - Jan 2001Brisbane, Australia* Developed a business plan for a $4m integrated Internet publishing business.* Facilitated site design and launch of careerone.com.au, Australia’s leading job website, influencing Executive teams to realise synergies between online and offline businesses.
Will (Peter) Turner Education Details
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Distinction
Frequently Asked Questions about Will (Peter) Turner
What is Will (Peter) Turner's role at the current company?
Will (Peter) Turner's current role is Senior leader in strategy, transformation, customer experience, innovation & change ◾️Award-winning Business Author◾️Keynote Speaker ◾️Thought-provoker ◾️ Transformation Catalyst.
What schools did Will (Peter) Turner attend?
Will (Peter) Turner attended London Business School, Qut (Queensland University Of Technology).
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