Robert Will Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Deliver across Architecture, Design, and Transformation projectsSupport and lead planning, setup and delivery of client workshopsSupport and lead post-workshop synthesis activities and design and architecture artefacts developmentFoster working relationships and business development opportunities with clientsContributing to internal uplift initiatives and culture

Melbourne, Victoria, Australia

FromHereOn is a business design and strategic architecture consultancy. We’re creating a new class of services firm that designs businesses from the perspective of the people we serve. Our outlook is optimistic, high energy, pragmatic and global.We believe, together with our clients, we can reimagine better businesses that create a greater and more positive impact on the world. Our method combines design thinking and strategic architecture techniques, enabling us to gather human and data-driven insights to design business transformation at any scale of enterprise from relatively small firms like us to globally omnipresent brands.

London, United Kingdom

Part of a newly transformed CX capability at BT, I used design methods to effectively create change and instill a customer focus across digital and non-digital channels and products. As a specialist I coached colleagues in design thinking tools and methodologies and shape the way my team interacts with internal stakeholders.My projects included:Leading the CX design of the first end to end digital journey for small and medium enterprise (SME) customers.Defined the 2021 improvement road-map and established the development squad for employee experience (EX) and systems in key contact centres.Being a part of the leadership team to improve the apporach to design projects for SME CX.My day to day activities included:Designing end-to-end customer journeys for B2B products and solutions Facilitating design thinking workshops with customers and internal stakeholders at all levels Conducting both qualitative and quantitative research and analysis to drive opportunity identificationAnalysing insight and KPIs to define customer needs, pain points, and opportunities to delight in the end-to-end experience Defining success criteria and KPI targets for to-be customer journey stages Proactively identifying size and scope CX improvement opportunities Bringing to life the target customer experience at various forums from team show & tells to executive meetings Defining epics and user story requirements and hold various BT Enterprise units to account to drive execution.

Melbourne, Australia

Leading a design team across spread across multiple locations I plan and conduct research, develop insights, and guide my team to deliver high quality UX and CX designs for clients while also encouraging my team to develop their own skills and professional interests.After completing the design phase of my engagements I use my knowledge and artefacts to guide delivery and Business Analyst teams to ensure the vision and value of the designs are maintained during development phases.Delivering employee facing platforms in the automotive industry I focused on process improvement and integrating employee activities with a holistic view of operations using service blueprints. I worked along side a broad group of stakeholders and delivered designs and materials that are easily understood by all.Primarily focused on delivering digital solutions, my goal is to design consistent and scalable experiences across multiple platforms.

Melbourne, Australia

Working across education, publishing, automotive services, financial services, and telecom as a researcher, Robert contributed to many projects adopting HCD approaches and tailoring his project delivery to the particular client needs.Robert's work at Symplicit also includes contributing to sales pitches and building estimations for future work.Robert's projects required him to work on a wide variety of deliverables including service blueprints, application wire frames, workshops, investigation reports, feature roadmaps and prioritisation, as well as presentations to broad client stakeholder teams.

Melbourne, Australia

Working in the Business Performance Improvement capability Robert has worked for various clients in many roles across different industries (government, ICT, insurance, education, infrastructure). Robert's roles have required him to undertake many tasks including Change Management, Salesforce design and implementation, Process and Service Design, Strategy Development, UX, Business Design, Software Implementation, Requirements Gathering and Analysis, Resource Management, PMO, Audit, and Innovation Implementation.

Melbourne, Australia

- Strategy formulation for launch of new product to market- Research & data analysis- Brand development- Developing business plan- Leveraged social media to reach out to customers

Placed within the Business Solutions Team for a Summer internship I was involved in multiple projects requiring research, design, documentation, reporting and analytical skills. - Engaged with external vendors to introduce gamification in contact centres- High level planning of technology integration and requirements gathering of branch redesigns- Conducted an internal client survey to improve key services the business solution team provides.- Analysed vendor options to assist in the bank’s five year social media strategy- Designed templates for key business solutions processes