Robert Davies Fca Email & Phone Number

Auckland, New Zealand

Auckland, New Zealand

I enhance Fonterra's value by optimising customer experience on a global online portal for the $16 billion ingredients business. I deliver strategic CX thought leadership and direction, embedding Design Thinking and Human-Centered Design in the organisation.Major achievements:Research and design for Fonterra's B2B global online Store from MVP to mature product, involving:- Influencing Product Roadmap to be experience led.- Facilitating Design Sprints.- Gaining buy-in from senior stakeholders across multiple geographies.- Using behavioural science to enable successful customer adoption.Leading the digital transformation for customer supply requests, resulting in:- Reducing sales cycle from 4 days to 1 day.- Saving 1 hour of sales team time per order.- Increasing online sales revenue by >50% in the first month post-launch.- A low effort experience (customer effort score of 6.7/7).Designed and delivered a CX insights library in Salesforce CRM for widespread team access, linked to customer records to ensure traceability and prevent interview fatigue.

Auckland, New Zealand

Led B2B online sales channel development and agile delivery of a voice of customer platform. Balancing e-commerce, digital marketing, and change management to shift sales from Account Managers to online.Major achievementsIncreased yearly sales volume by a factor of 4.5.Created a customer journey map as an anchor for the Programme, forming the basis of the Product team structure, and enabling a unified language and vision.Designed and delivered a voice of customer program, including:- Obtaining executive approval and funding for a customer experience platform (GetFeedback).- Product Owner role, leading agile integration of GetFeedback into Salesforce Front End, CRM, and Marketing Cloud.- Facilitated survey design workshops, applying a test and learn approach.- Implemented live visualisation of customer sentiment across the customer journey map.Developed a behavioural science-led digital marketing strategy, doubling email click-through rates in 3 months. Invited to present the strategy and success factors at a Salesforce Event.

Auckland, New Zealand

I am passionate about building a strong, supportive CX community. As a CX Collective Host, I demonstrate community leadership through the creation of a CX Collective Book Club; a supportive space for members to come together and explore key CX and design literature. Furthermore, as part of the Organiser Team, I actively contribute to shaping the direction of the CX Collective.

Auckland, New Zealand

As a member of the Advisory Board I advise 3rdegree on matters such as raising capital, business and financial planning, customer experience and digital marketing

Auckland, New Zealand

As Founding CEO of a corporate startup, I successfully built a fresh milk export business from concept to market in China. Secured ongoing investment from the Group CEO, formed a high-performing team, validated the market opportunity, and delivered an exceptional customer experience.Major achievements- Embedded use of Design Thinking, Human Centered Design, personas, customer journey maps, and prototyping.- Cultivated a forward-thinking, inclusive, and performance-oriented culture.- Successfully launched Fonterra's first fresh milk in China, and the first fresh milk on Alibaba's cross-border platform (TMall Global).- Established Fonterra's first B2C chilled supply chain from New Zealand to China, recognised for excellence.- Managed key partnerships and strategic relationships with Alibaba and the Chinese government.- Executed multiple successful digital marketing campaigns in China, including prominent placement on TMall Global during Double 11, world's largest online shopping festival.

Asia Pacific, Europe, Middle East

Leading high-performing teams across complex export markets, delivering commercially focused solutions.

Auckland, New Zealand

Client advisory experience across diverse sectors: export, insurance, fast-moving consumer goods, science and technology, manufacturing, tertiary education, and utilities.

Puducherry, Puducherry, India

Design Thinking Facilitation, Cx

During the 2-Day Design Thinking Facilitation Workshop participants were introduced to the key skills necessary for facilitating design.

Design Thinking Fundamentals, Cx

The participant was introduced into the backgrounds of service design, design thinking, and the design process using the double diamond.

Fellow Chartered Accountant

Management Msc (Distinction), Science And Technology Policy

Molecular Biology Bsc(Hons) (1St Class), Biology/Biological Sciences, General, 1St

Activities and Societies: Research completed during my studies: successfully isolated a number of genes involved in breast cancer.