Responsibilities: • Lead customer strategy, distribution strategy, and business planning for Retail and Business Banking.• Develop differentiated customer value propositions and customer experiences to attract and retain Personal and Business customers.• Accountable for identifying and mapping key customer journeys, through a human-led design approach.• Lead customer research, the voice of the customer, CX measurement, and competitor benchmarking.• Accountable for sales and service performance reporting and insight.• Manage external agency relationships, research, and design budget. • Lead a high-performing team of 25, reporting to the Chief Customer Officer. Achievements: • Oversaw the definition and implementation of Kiwibank’s customer and distribution strategies, including branch network plan.• Defined the customer and distribution domains for Kiwibank’s target operating model.• Led an integrated working group defining Kiwibank’s revised purpose, brand strategy, culture and CX.• Maintained market-leading Customer Satisfaction, NPS and Customer Growth.

Responsibilities: • Accountable for Customer Segment Management, Proposition Development, Voice of the Customer, Research, and Insight for Personal and Business customers. • Customer stream lead role, accountable for product, distribution, and customer experience design on Kiwibank’s digital transformation programme. Leader of several design squads.• Line management of a team of 10. Reporting to the Chief Marketing and Product Officer. Achievements: • Defined product blueprints to inform product design on Kiwibank’s transformation programme. • Designed future-state customer journey’s for Kiwibank’s transformation programme.• Recommended and oversaw the introduction of a new voice of the customer platform, that measures customer experience across all key journeys, with accessible insight via a self-service portal.

Responsibilities• Lead the commercial opportunity and definition of strategic growth areas including country expansion, new content propositions, and new business models.• Define the consumer-facing pricing, packaging, and bundling approach for new content propositions across UK and Europe.• Create the business model for Prime Video, defining profitable parameters for content partner deals• Own and drive the ongoing P&L for this area of business across UK and Europe, maximising profitability and working with Finance on budgeting, forecasting, and planning • Key member of Prime Video leadership team helping to shape its growth across the UK and Europe• Lead and scaled the team from five to 20 in UK and Germany, expanding into France, Italy, and Spain.Achievements: • Created and launched a la carte TV channels on Prime Video in the UK and Germany. • Developed and launched Amazon Prime Video’s global first own-brand premium TV channels (Bollywood and Anime) in Europe and the USA as a test. • Led European live sports content rights assessments, including successful football bids. • Led Prime Video’s European country expansion plans into France, Italy, and Spain. • Supported Amazon UK’s hiring process and quality bar, conducting over 150 candidate interviews for teams in the UK.

Responsibilities: • Lead the Prime Video Channels Marketing team in UK and Germany.• Oversee brand development and the delivery of marketing programmes through Amazon’s owned and operated website merchandising, social media, digital display, ATL, SEO, and partnerships. • Take a data-led approach to marketing, including developing accurate, timely, and impactful dashboards and reporting to help measure the difference that marketing makes.• Implement continuous test and learn approach to marketing activity.• Manage the relationship with external creative, media, and research agencies.• Accountable for improving customer awareness and preference, and delivering marketing attributable net growth, and engagement on Prime Video.Achievements: • Annual award for leadership at Amazon • Defined the launch marketing playbook for market expansion of the Prime Video channels business. • Introduced a global first promotional bundle Prime Video and Prime Video Channels.

Responsibilities: • Lead annual and quarterly marketing plans to deliver EE’s strategy and customer growth plans. • Accountable for the development of new customer propositions and EE’s customer offer roadmap.• Oversaw the coordination of go-to-market plans for all new consumer and business launches. • Lead a weekly executive steering group to agree on promotional trading and device offers. • Reported to the Commercial Marketing Director. • Measured by net customer growth, multi-product holding, and customer lifetime value.Achievements: • Launched EE Power, providing existing customers with a portable charging device for free. With the promise that if users ran out of charge, they could take them into a branch for a new charged device. Resulting in increased footfall and customer conversion.• Launched EE’s first quad-play bundle combining Mobile, Fibre Broadband, TV, and Landline. • Grew multi-product holding.

Responsibilities: • Senior Propositions Lead on EE’s brand launch and business transformation.• Accountable for 4G launch pricing, communication strategy, and go-to-market plans. • Lead a cross-functional launch workstream between product, marketing, network, and technology teams. Achievements: • Developed and launched the UK’s first 4G proposition alongside the launch of the EE brand.

Responsibilities: • Define new propositions for pay monthly customers. • Accountable for pricing (plans and devices), value optimization, and proposition definition and delivery. Achievements: • Created the UK’s first unlimited pay monthly tariff. The plan was T-Mobile’s most successful proposition, attracting 1.5M customers in 12 months.• Developed customer propositions for the first phase of the joint venture between T-Mobile and Orange, including the T-Mobile and Orange network sharing proposition.

Responsibilities: • Lead the Mobile Internet category for T-Mobile. Develop customer proposition, pricing, communications plan, and user experience. Achievements: • Developed and launched “Web’n’Walk” the UK’s first full Mobile Internet experience. • Worked in partnership with Google to launch the world’s first Android smartphone. • Doubled mobile internet subscribers between 2008 and 2009.

Responsibilities: • Lead and manage the Black & Decker and DeWalt brands and product ranges in New Zealand.• Accountable for all marketing activity and agency relationships. • Accountable for product management of 250 consumer power tools, accessories, and appliances. Achievements: • Received the General Manager award for outstanding performance in 2007. • Developed and managed a strategic partnership with Ford Motor Company. Following a successful sponsorship programme in New Zealand, secured a three-year Trans-Tasman sponsorship deal.