► Implemented AI-powered social listening and sentiment analysis to gain deeper insights into International student needs and market trends, enabling data-driven product enhancements, communications and strategic decision-making.► Utilised AI-driven natural language processing (NLP) techniques to analyse and categorise unstructured survey responses, enabling efficient identification of key themes and areas for improvement.► Automated routine data analysis and reporting tasks using AI and machine learning, freeing up time for strategic thinking and in-depth analysis of complex issues.

- 𝗔𝗱𝘃𝗶𝘀𝗲𝗱 𝗰𝗹𝗶𝗲𝗻𝘁𝘀 𝗼𝗻 𝗱𝗶𝗴𝗶𝘁𝗮𝗹 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗲𝘀, leveraging strategic foresight and data analysis to identify emerging trends and market opportunities in a rapidly changing environment.- Spearheaded strategic research for Group of 8 universities, providing actionable insights on the evolving needs of postgraduate students, likely informing digital learning platforms and services.- 𝗦𝗽𝗲𝗮𝗿𝗵𝗲𝗮𝗱𝗲𝗱 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗿𝗲𝘀𝗲𝗮𝗿𝗰𝗵 𝗳𝗼𝗿 𝗚𝗿𝗼𝘂𝗽 𝗼𝗳 𝟴 𝘂𝗻𝗶𝘃𝗲𝗿𝘀𝗶𝘁𝗶𝗲𝘀, empowering clients to make informed investment decisions about digital initiatives and ensuring long-term sustainability.- 𝗙𝗼𝘀𝘁𝗲𝗿𝗲𝗱 𝗰𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝘃𝗲 𝗿𝗲𝗹𝗮𝘁𝗶𝗼𝗻𝘀𝗵𝗶𝗽𝘀 𝘄𝗶𝘁𝗵 𝗰𝗹𝗶𝗲𝗻𝘁𝘀, facilitating the development of innovative digital strategies aligned with their goals, potentially shaping their approach to digital policy.- 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻𝗲𝗱 𝗰𝗼𝗻𝘁𝗶𝗻𝘂𝗼𝘂𝘀 𝗶𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝗱𝗮𝘁𝗮-𝗱𝗿𝗶𝘃𝗲𝗻 𝗱𝗲𝗰𝗶𝘀𝗶𝗼𝗻-𝗺𝗮𝗸𝗶𝗻𝗴 𝗽𝗿𝗼𝗰𝗲𝘀𝘀𝗲𝘀, influencing clients' internal adoption of digital transformation practices and strategies.

Project: Transforming Customer Experience for COVID-19 Business Support Programs - 𝗟𝗲𝗱 𝗮 𝗽𝗼𝘀𝘁-𝗢𝗺𝗯𝘂𝗱𝘀𝗺𝗮𝗻 𝗶𝗻𝘃𝗲𝘀𝘁𝗶𝗴𝗮𝘁𝗶𝗼𝗻 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺𝗮𝘁𝗶𝗼𝗻 𝗼𝗳 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗳𝗿𝗮𝗺𝗲𝘄𝗼𝗿𝗸 for grant applicants, enhancing digital processes, streamlining governance, and championing transparency.- 𝗜𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗲𝗱 𝗮 𝗰𝗼𝗺𝗽𝗿𝗲𝗵𝗲𝗻𝘀𝗶𝘃𝗲 𝗿𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴 𝘀𝘆𝘀𝘁𝗲𝗺 to track performance metrics and inform ongoing improvements, aligning with government policy for accountability and continuous optimisation.- 𝗦𝗽𝗲𝗮𝗿𝗵𝗲𝗮𝗱𝗲𝗱 𝗮 𝗰𝗼𝗻𝘁𝗶𝗻𝘂𝗼𝘂𝘀 𝗶𝗺𝗽𝗿𝗼𝘃𝗲𝗺𝗲𝗻𝘁 𝗶𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲, reassessing digital systems and processes to deliver $13.5B in COVID support funding efficiently and effectively.- 𝗙𝗼𝘀𝘁𝗲𝗿𝗲𝗱 𝗮 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗰𝗲𝗻𝘁𝗿𝗶𝗰 𝗰𝘂𝗹𝘁𝘂𝗿𝗲 across a 400+ seat contact centre, prioritising adaptability, problem-solving, and positive user experiences as core to digital service delivery.- 𝗖𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗲𝗱 𝘄𝗶𝘁𝗵 𝗸𝗲𝘆 𝘀𝘁𝗮𝗸𝗲𝗵𝗼𝗹𝗱𝗲𝗿𝘀 𝗮𝗰𝗿𝗼𝘀𝘀 𝗴𝗼𝘃𝗲𝗿𝗻𝗺𝗲𝗻𝘁 agencies to ensure alignment with broader digital transformation initiatives and policy goals for economic recovery.

Project: Contact Centre Reform for Improved Customer Service Access Seconded in, based on previous work completed as Director, to lead the consolidation of Victorian Government contact centres to Service Victoria as part of the delivery of a customer service system giving Victorians easier access to government transactions, including online options via digital platforms. - 𝗗𝗲𝘃𝗲𝗹𝗼𝗽𝗲𝗱 𝗮 𝗿𝗼𝗯𝘂𝘀𝘁 𝗿𝗼𝗮𝗱𝗺𝗮𝗽 𝗳𝗼𝗿 𝘁𝗵𝗲 𝘁𝗿𝗮𝗻𝘀𝗶𝘁𝗶𝗼𝗻, ensuring a seamless migration and minimal disruption to services.- 𝗣𝗿𝗼𝘃𝗶𝗱𝗲𝗱 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗮𝗱𝘃𝗶𝗰𝗲 𝘁𝗼 𝗠𝗶𝗻𝗶𝘀𝘁𝗲𝗿𝘀 𝗮𝗻𝗱 𝗘𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲𝘀 on contact centre reform, shaping policy and driving effective implementation.- 𝗕𝘂𝗶𝗹𝘁 𝗮 𝗿𝗲𝘀𝗶𝗹𝗶𝗲𝗻𝘁 𝘁𝗲𝗮𝗺 𝘀𝘁𝗿𝘂𝗰𝘁𝘂𝗿𝗲 𝗱𝗲𝘀𝗶𝗴𝗻𝗲𝗱 𝗳𝗼𝗿 𝘀𝗰𝗮𝗹𝗮𝗯𝗶𝗹𝗶𝘁𝘆, enabling the integration of additional contact centres in the future.- 𝗙𝗼𝘀𝘁𝗲𝗿𝗲𝗱 𝗮 𝗰𝘂𝗹𝘁𝘂𝗿𝗲 𝗼𝗳 𝗶𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿-𝗰𝗲𝗻𝘁𝗿𝗶𝗰𝗶𝘁𝘆, resulting in successful outcomes and positive user feedback.

As Digital Insights Manager I led a team of analysts, developers and storytellers to provide the capability to holistically understand the needs of citizens and use insights to inform decision making. We integrated existing government data with social and traditional media for a 360 view of Victorian’s needs.- 𝗟𝗲𝗱 𝗮 𝘁𝗲𝗮𝗺 𝗼𝗳 𝟭𝟬 𝗮𝗻𝗮𝗹𝘆𝘁𝗶𝗰𝘀 𝗽𝗿𝗼𝗳𝗲𝘀𝘀𝗶𝗼𝗻𝗮𝗹𝘀, utilising agile methodologies to deliver actionable data-driven insights that directly informed policy design and digital service optimisation.- 𝗦𝗽𝗲𝗮𝗿𝗵𝗲𝗮𝗱𝗲𝗱 𝘁𝗵𝗲 𝗿𝗼𝗹𝗹𝗼𝘂𝘁 𝗼𝗳 𝘁𝗵𝗲 𝗚𝗼𝗼𝗴𝗹𝗲 𝗔𝗻𝗮𝗹𝘆𝘁𝗶𝗰𝘀 𝟯𝟲𝟬 suite across 8 government departments, establishing standardised performance metrics to drive evidence-based decision-making for digital platforms.- 𝗜𝗻𝗶𝘁𝗶𝗮𝘁𝗲𝗱 𝗮 𝗱𝗮𝗶𝗹𝘆 𝗵𝗼𝗿𝗶𝘇𝗼𝗻 𝘀𝗰𝗮𝗻𝗻𝗶𝗻𝗴 𝗿𝗲𝗽𝗼𝗿𝘁, providing crucial insights to 1,200 government stakeholders during COVID-19, demonstrating a proactive approach to utilising digital data for rapid response.- 𝗙𝗼𝘀𝘁𝗲𝗿𝗲𝗱 𝗮 𝗱𝗮𝘁𝗮-𝗰𝗲𝗻𝘁𝗿𝗶𝗰 𝗰𝘂𝗹𝘁𝘂𝗿𝗲 𝗮𝗰𝗿𝗼𝘀𝘀 𝗴𝗼𝘃𝗲𝗿𝗻𝗺𝗲𝗻𝘁 by founding the 4,500 member Data Analytics and Insights Community of Practice, facilitating knowledge sharing and innovation.- 𝗗𝗲𝗺𝗼𝗻𝘀𝘁𝗿𝗮𝘁𝗲𝗱 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝗶𝗰 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗯𝘆 𝗺𝗮𝗻𝗮𝗴𝗶𝗻𝗴 𝗮 $𝟯𝟱𝗠+ 𝗯𝘂𝗱𝗴𝗲𝘁, ensuring resource allocation aligned with digital transformation initiatives and long-term sustainability.

- 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝗺𝗮𝗿𝗸𝗲𝘁 𝗶𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝗰𝗲 𝗿𝗲𝗽𝗼𝗿𝘁𝘀 𝗮𝗻𝗱 𝗱𝗮𝘁𝗮-𝗱𝗿𝗶𝘃𝗲𝗻 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗰𝗮𝘀𝗲𝘀 that directly influenced strategic decision-making for university initiatives, leading to record international enrolments.- 𝗨𝘁𝗶𝗹𝗶𝘀𝗲𝗱 𝗵𝗼𝗿𝗶𝘇𝗼𝗻 𝘀𝗰𝗮𝗻𝗻𝗶𝗻𝗴 𝗮𝗻𝗱 𝘁𝗿𝗲𝗻𝗱 𝗮𝗻𝗮𝗹𝘆𝘀𝗶𝘀 to identify emerging opportunities and risks in a dynamic global education market, supporting informed policy and investment decisions.- 𝗔𝗻𝗮𝗹𝘆𝘀𝗲𝗱 𝗺𝗮𝗿𝗸𝗲𝘁 𝗱𝗮𝘁𝗮 𝘁𝗼 𝗳𝗼𝗿𝗲𝗰𝗮𝘀𝘁 𝗲𝗻𝗿𝗼𝗹𝗺𝗲𝗻𝘁 𝘁𝗿𝗲𝗻𝗱𝘀, project financial impacts, and assess the viability of new digital learning programs, ensuring long-term sustainability.- 𝗖𝗿𝗮𝗳𝘁𝗲𝗱 𝗰𝗼𝗺𝗽𝗲𝗹𝗹𝗶𝗻𝗴 𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻𝘀 that translated complex data into actionable insights for senior stakeholders, demonstrating an ability to influence policy-level decisions.- 𝗟𝗲𝗱 𝗺𝗮𝗿𝗸𝗲𝘁 𝗿𝗲𝘀𝗲𝗮𝗿𝗰𝗵 𝗽𝗿𝗼𝗷𝗲𝗰𝘁𝘀, providing insights that likely shaped the university's digital marketing, outreach, and student recruitment strategies.

I designed and led the Hobsons research, thought leadership, and insight program. Conducting technical sales presentations and crafted proposals, I effectively communicated the value of research-backed solutions to clients and stakeholders. I managed the budgeting and forecasting for the entire business unit, ensuring financial alignment with strategic initiatives.- 𝗟𝗲𝗱 𝗿𝗲𝘀𝗲𝗮𝗿𝗰𝗵 𝗽𝗿𝗼𝗴𝗿𝗮𝗺 that fuelled data-driven strategy for university clients, informing their digital marketing, recruitment, and student experience initiatives.- 𝗔𝗻𝗮𝗹𝘆𝘀𝗲𝗱 𝗺𝗮𝗿𝗸𝗲𝘁 𝘁𝗿𝗲𝗻𝗱𝘀 in student behaviour, including their evolving digital preferences, providing insights that shaped clients' decisions about online learning platforms, outreach, and services.- 𝗖𝗿𝗮𝗳𝘁𝗲𝗱 𝗰𝗼𝗺𝗽𝗲𝗹𝗹𝗶𝗻𝗴 𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻𝘀 that translated research findings into actionable business strategies, influencing decision-making and potentially shaping clients' digital policies.- 𝗠𝗮𝗻𝗮𝗴𝗲𝗱 𝘁𝗵𝗲 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝘂𝗻𝗶𝘁'𝘀 𝗯𝘂𝗱𝗴𝗲𝘁, ensuring financial resources aligned with strategic research initiatives, including those focused on digital transformation trends.- 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝗲𝗱 𝘁𝗵𝗼𝘂𝗴𝗵𝘁 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 pieces that positioned the company as an expert in the evolving digital higher education landscape.

- 𝗣𝗶𝗼𝗻𝗲𝗲𝗿𝗲𝗱 𝗮𝗻 𝗼𝗻𝗹𝗶𝗻𝗲 𝗦𝗤𝗟 𝗿𝗲𝗽𝗼𝗿𝘁𝗶𝗻𝗴 𝗽𝗼𝗿𝘁𝗮𝗹, transforming how clients accessed and utilised marketing data in real-time, laying a foundation for data-driven decision-making and influencing their data governance practices.- 𝗟𝗲𝗱 𝘀𝘂𝗰𝗰𝗲𝘀𝘀𝗳𝘂𝗹 𝗦𝗮𝗮𝗦 𝗶𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻𝘀 across higher education institutions, streamlining their marketing operations and enhancing digital service delivery.- 𝗔𝗻𝗮𝗹𝘆𝘀𝗲𝗱 𝗺𝗮𝗿𝗸𝗲𝘁𝗶𝗻𝗴 𝗱𝗮𝘁𝗮 𝘁𝗼 𝗽𝗿𝗼𝘃𝗶𝗱𝗲 𝗮𝗰𝘁𝗶𝗼𝗻𝗮𝗯𝗹𝗲 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀, informing strategic campaigns tailored to student needs, influencing clients' digital communications strategies.- 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻𝗲𝗱 𝗱𝗮𝘁𝗮-𝗱𝗿𝗶𝘃𝗲𝗻 𝘀𝗮𝗹𝗲𝘀 𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻𝘀, effectively demonstrating the value of digital marketing solutions and securing new business.

Point of sale system support and maintenance for entire resortManagement of several food outlets and bar Stock ordering and Inventory Control.Staff recruitment and training. Security detail.

Management and Design of Several Microsoft Access Databases required to report on the spending of the entire national Higher Education Science and Innovation Budget to the European Union Treasury.Evaluating research grant applications.Co-ordinate and streamline the reporting of spending by several external Government Bodies.Prepare and Design reports from existing Microsoft Access Databases.Conduct Departmental Training in all new software applications.

Undertake detailed evaluations of awarding body submissions, providing written reports as requestedCo-ordinate work on vocational qualifications related to the Information Technology, Engineering, and Land-based sectors.Manage the flow of work between team members, external consultants and principle officers/managers.Prepare summaries of key issues arising from the review of awarding body submissions.

Project manage the establishment of a 24-hour call centre, servicing over 2000 corporate Telstra offices nationwide. Design, implementation and utilisation of CRMS, Phone routing software and Interactive Voice Response (IVR) applicationsRecruitment and training of call centre staff.Ensuring all procedures are carries out in accordance with the Quality Assurance Schedules

Co-ordination of the breakdown maintenance of over 2,500 Mobile Phone Base Stations, located all over Australia. Contract Management Supervision of a national workforce of over 100 tradesmen and contractors Responding to urgent faults in less than 2 hoursDesign, implementation and management of a database recording all aspects of serviceProduction of monthly reports indicating levels of service, breakdown and analysis of fault types. Establishment of Key Performance Indicators.Management of a preventative maintenance program for all sites, carried out in 2, 6 and 12 monthly cycles.

Supervising a floating workforce of over 20 to ensure that over 1,500,000 water meters were read on a quarterly basis. Ensuring daily, weekly and quarterly reading targets were met.Daily work planning and route establishment for the meter readers. Ensuring the task is completed more efficiently.Downloading of PDA’s into the Water Board’s Billing System.Quality Assurance and Checks of all Meter Readers work ensuring accurate results.Follow up paper work and correspondence for all reading taken outside of criteria, including both the client and the General public.Telephone Customer Service and enquiries.