Ruth Moore Email & Phone Number

Sydney, Nsw, Au

Sydney, Nsw, Au

My change portfolio in Business Banking Digital & Transformation involves supporting Digital and Group Projects with end-to-end change management, within an Agile environment, to deliver the required business outcomes including:- - Deliver direct change management support and in-house specialist support services - Upskill, educate and empower colleagues to embed change management as a core skillset across Business Banking teams - Partner in fostering beneficial and sustainable change management practices across business.

Sydney, Nsw, Au

All aspects of end-to-end change management, in rolling out multiple initiatives within a digital transformation program of work for Colonial First State. Driving digital engagement and adoption by Member/ Investor customers as well as the Distribution channel including Advisers, Dealers, Licensees and Corporate on the FirstNet digital platform. Working in an Agile environment with multiple scrum teams based in Australia, Philippines and India and engaging with a broad range of business stakeholders including Operations, Distribution, Digital, Risk, Legal, Marketing and Product.• Successfully implemented, over 5 phased releases, an improved desktop/ mobile / accessibility-friendly FirstNet Investor (FNI) member experience. Over 10,000 members opted-in to try the BETA site and 24% provided feedback. • Converted nearly 400K members to automatically receive their documentation digitally (300K documents) via FirstNet Investor in delivering a “green solution” and enabling members and advisers to digitally self-serve and increased stickiness with 34% lift in unique log ins YOY• Smoothly change-managed pilot delivery CFS’s first member mobile app following x 4 successful internal releases including extensive testing, feedback sessions and demo booths (ie x 500 internal testers, x 100 users internal pilot = 79% satisfaction rating with look and feel and 85% ease of log in). Championed diversity ie adoption of accessibility-friendly standards across all digital platforms. • Seconded to facilitate the immediate delivery of compliant digital solutions in response to Covid19 in 2020. Over 3 phases, within 2 months effectively released x 12 digitally-signature tools/forms/documents etc, for advisers and members, working with 100% remotely-based workforce. . Within 7 weeks of release - 451% increased in transaction take-up / 568% increase to successfully complete via AdobeSign

Sydney, Nsw, Au

Change Manager in Group Automation & Transformation, now Operational Excellence, who develop and implement a range of business automation solutions to deliver a world-class innovative digital experiences for customers and colleagues as well as productivity benefits for the business. In an Agile/ continuous improvement environment responsible for all aspects of the change delivery approach from inception to release into full production including change impact assessment, risk management, stakeholder engagement and communications, training requirements and business readiness including support model to achieve the desired business outcomes. Managed all aspects of the change to - - successfully piloted and then released a scalable robotic solution, across two business teams, to digitally manage, an ever increasing volume of external requests for customer information to automate a very manual operation to mitigate risk and improve resource capacity - implement into phased controlled production environment a transformation solution leveraging three automation technologies (ie case management tool, Pega, digital document management, Kofax and robotics, Blue Prism) for three teams within Commercial Lending, across three locations, to deliver a paperless, integrated, standardised national automated process to improve operational excellence, mitigate risk and resource allocation

- Solely responsible, within a tight time frame, for developing and delivering engaging, dynamic content for a new online training program - Planning e-marketing Communications unit - Digital marketing training modules, including validated assessments, tailored to the Australian travel and tourism industry, for the Advanced Diploma as well as Diploma in Tourism - Delivery in class, online and via webinars to domestic and international adult learners

Freelance digital consultancy and training roles including - - Delivered and developed a range of engaging vocational training programs, online and offline, to international and domestic adult learners, in tourism, digital, marketing, communication and project/ event management - face to face, online and webinar - Digital consultancy projects - website development, user experience, search optimisation and content marketing as well market opportunity analysis

Sydney, New South Wales, Au

• Initiated and successfully delivered a repeatable change management approach, via robust business readiness planning, to smoothly release a range of Orbit (customer management platform) and digital initiatives designed to achieve cost savings and enhanced customer experience• Digital initiatives smoothly implemented include – o automated telephone integration capability designed to auto-match customer data, reduce call handling time and costs o expanded online motor transaction functionality to streamline customer interactions, reduce call handling time and increased usage of Orbit o digital process to compliantly manage third party policy access to achieve digital migration targets in enabling customers to self-serve online, lead generation opportunities and reduced call handling time/call volumes • Developed matrix framework to effectively manage and track engagement, communications and training for stakeholders, across all impacted IAG business units, including frontline teams, support, operations and key teams onshore and offshore

Sydney, New South Wales, Au

- Responsible for developing and implementating digital change initiatives across the Westpac Group (x 7 brands), that support the Agile delivery of sound business/customer benefits, transformation goals and sustainable outcomes including adoption - Led the change stream for the phased implementation of a responsive, mobile-friendly One Bank Intranet (OBI) transformation project across 7 Westpac brands designed to deliver an improved employee experience in transitioning to a new centralised content production platform - Adobe Experience Manager - Delivered robust Impact Assessment, Change Strategy, Communications and Training Plans and Business Readiness Plan to minimise impacts of the transition to the new platform. Engaged stakeholders across Westpac to prepare for a smooth transition and delivery of sound pilot /launch plans - Leveraged a range of communication channels to engage and educate a broad range of stakeholders including - retail and business bankers, multiple operational teams, customer service centres, change/ project teams and senior leadership across brands/ products/locations to raise awareness / interest to facilitate a smooth transition and advocacy

Sydney, Nsw, Au

- Lead all aspects of the project/ change management delivery cycle, across a range business initiatives within Collections & Customer Solutions. - Managing end-to-end planning through defining business requirements to develop the solution, formation and management of Working Groups, engaging relevant stakeholders, undertaking impact analysis, robust testing, securing sign offs, implementing operational, communication and training deliverables to achieve the desired compliant, strategic outcomes for the customer and business. - Simultaneously change managing multiple projects, Working Groups, stakeholders/ sponsors, protocols and deliverables. - Developed and delivered the pilot rollout strategy for x 2 new operationally complex and dynamic changes in successfully beta testing the end-to-end operational processes, securing sign off from multiple stakeholders throughout and implementing training, internal and external communications

Sydney, Nsw, Au

Manage digital content, in an Agile environment, for CommBank, NetBank and omni-channel projects (ie website, tablet, mobile and app). Develop effective customer-centric, responsive content strategies /plans. Partner with user design and key stakeholders in defining end-to-end customer journey/ experience. Usability testing and tracking. - Delivered digital omni-channel customer journey and content requirements for a new upgrade to Platinum debit card initiative designed to achieve increased opt-in and activation rates plus savings in business costs - Developed content and optimised the end-to-end customer journey for NetBank, CommBank and vendor site for the launch of x 2 new travel insurance products designed to deliver enhanced customer value and sales opportunities achieving 400% over target take up rate within 1 month of launch.

Sydney, New South Wales, Au

Responsible for rolling out digital / IT solutions to support and promote the new AFTA (Australian Federation of Travel Agents) Travel Accreditation Scheme (ATAS) released in May 2014. AFTA is the industry membership organisation that is the voice of travel agents across Australia. - Delivered an industry-first with the delivery of the new ATAS (AFTA Travel Accreditation Scheme) online application, integrated with back end management /customer database platform, on-time and on-budget. - Change managed the implementation of new communication and operational processes, database/system training, compliance and risk management procedures. - Achieved 98% user satisfaction rating in processing 2,200 agent accreditations during the first 5 months of release - Subsequently developed and successfully delivered an integrated online framework to manage start-up business' applications for ATAS accreditation

New York, Ny, Us

Identify and implement initiatives to drive incremental Small Business Cards and spend through digital acquisition plus improve customer/ prospect online experience. - Developed customer experience proposal and social media content strategy. Implemented action plan designed to improve acquisition, conversion and prospect/ customer engagement objectives - Delivered improved online customer journey designed to increase conversion rate on Card application, adopting best practice and complying with dynamic and complex compliance requirements- Delivered creative brief and project plan for an integrated digital acquisition campaign, with a co-brand partner, to drive incremental Cards, subsequent billings and support key partnership

New York, Ny, Us

Responsible for change managing Global Corporate Payments' rollout of streamlined and globally aligned Company and Cardmember contractual collateral, impacting x 8 JAPA markets as well as all Corporate and Co-brand products. - Led on-time, on budget rollout of Australia, as the pilot market, for the streamlined contractual documents incorporating all corporate products, to reduce contract negotiation timelines by up to 50%, time to first billing as well as facilitate cross sell opportunities- Effectively managed operational impacts, training and the end-to-end production cycle involving multiple document owners, stakeholder sign offs, agency engagement across all distribution channels (multiple online and offline systems) to deliver x 50 streamlined pieces of collateral to meet the required deadline- Effectively change managed the Core Project Team, Steering Committee as well as business champions, in recognising the project’s complexity to adopt a phased implementation and extended rollout schedule- Developed comprehensive project /change management plan encompassing the deliverables across x 8 JAPA markets / 5 languages encompassing business, operational, communications and training impacts

Chatswood, New South Wales, Au

Deliver a range of innovative sales and marketing loyalty initiatives to drive sales growth of - P&O Cruises Australia, Carnival Spirit, Princess Cruises, Cunard, Costa Cruises, P&O Cruises UK and Seabourn in educating and engaging retail travel agents and wholesalers throughout Australia and New Zealand- Successfully led delivery of key loyalty event, the 3 night Partnership Summit 2010, onboard P&O's Pacific Jewel, to achieve 100% satisfaction, event value of 96% rating and 60% response rate from the 300 Partnership key influencer delegates to achieve 55% growth in revenue and 89% lift in P&O bookings within 3 months- Oversaw the doubling in agent enrolments (09 vs 10) for Princess and P&O Cruises Academy online training programs. 84% of agents indicated their sales had increased and 67% lift in their product knowledge, confidence and ability to recommend cruise holidays upon achieving Commodore status and undertaking graduation cruise. Plus 18% higher sales for Academy agents v's non Academy trained agents. - Effectively managed Pacific Pearl’s 2 night “Shakedown” cruise involving 800 trade partners trialling P&O’s latest superliner’s onboard facilities to achieve 94% satisfaction rating and 27% lift in sales - Successfully delivered trade launch of Carnival Spirit involving sales blitz and supporting collateral, online training module and agent incentive to raise awareness and product knowledge of ship's arrival into Australian waters in October 2012

Hcmc, Vn

Deliver strategic global business and marketing plans and budgets. Manage x 4 International Sales and Business Development teams – UK, North America, Spanish Speaking Markets and Australasia. Develop framework to track sales performance and ROI on key business activities. - Led the implementation of processes and systems to track sales opportunities and performance of International Sales and Business Development teams based in North America, United Kingdom, Australia and Spanish Speaking Markets - Delivered company's inaugural Marketing Plan including strategies to more effectively target and grow high end / mid market leisure (independent and group) and MICE travel markets for customised itineraries to Vietnam, Laos, Cambodia, Myanmar, Bali and Thailand- Implemented a range of business development strategies, revamped promotional collateral, track success / ROI of promotional initiatives such as trade events and road shows

New York, Ny, Us

Drive US Cardmember spend and engagement through negotiation and delivery of online, premium value, exclusive merchant travel offers leveraging multiple online channels for x 2 loyalty programs- Achieved selection as 1 of only 40 employees to participate American Express' Global Rotation Program, which facilitated sharing global knowledge and expertise, with a posting to a different business unit and market - Network Travel Benefits, Global Merchant Services, New York- Launched within 6 months, 2 new online promotional channels to broaden the distribution of 2 merchant travel offer loyalty programs designed to increase Cardmember engagement and deliver some US$15M in direct sales / US$1M discount/ non discount revenue- Led development of a master reporting framework to enable indepth analysis of the performance of x 2 merchant offer websites, across x 20 different channels, to efficiently cascade insights to internal and external stakeholders resulting in the reallocation of funds to higher performing channels

New York, Ny, Us

Change managed the embedding of Global Commercial Card JAPA's new sales and support enablement strategy, across 10 markets and 3 segments to empower sales, client management and operations with timely knowledge and business updates. Deliver an integrated communication strategy. Training program for content owners and producers. Manage knowledge management plan. Build relationships with key stakeholders, locally, regionally and globally. - Achieved 87% satisfaction rating (37% response rate) for an internal email monthly newsletter through delivering compelling, timely and relevant business news to 10 regional Asia/ Pacific markets across 3 customer segments - Led development of annual survey achieving 47% response rate and 82% valued rating for knowledge management database through successfully embedding the crucial field enablement tool, by implementing quality mechanisms to manage its soaring usage of 38% YOY ( x 480 users, 1,000 documents across x 10 markets)

New York, Ny, Us

Manage Global Commercial Card's B2B websites, across x 10 JAPA regional markets. Provide subject matter expertise / share best practice for acquisition and retention campaigns, regionally and globally. Lead global content / brand alignment / roll out.- Instrumental in successfully leading the regional migration of x 10 market B2B websites, within a global rollout of a new look and feel and new technology platform, in a tight time frame of 6 months, to achieve global brand/ content consistency and implementation of best practice lead generation processes and optimise customer experience- Change managed the self-market management through training x 10 regional marketing teams on how they could leverage the online channel /s to achieve increased conversions to meet their acquisition and retention targets as well as the ongoing content maintenance of their market sites- Led formation of Global Web Council to facilitate adoption of best practice and global alignment

New York, Ny, Us

Lead roll out regionally of internationally-driven interactive initiatives, functionality, best practice and policies designed to optimise the customer’s online experience across JAPA markets and all lines of business including Consumer, Corporate, Travel and Merchant.- Successfully implemented on time, a new online ad serving/ tracking tool to x 2 markets (Australia and Hong Kong), within an aggressive 12 weeks, to facilitate individual departments’ ability to self-manage and take up of cross sell channel - Achieved 176% above forecast on Card conversions through successfully launching, 2 weeks ahead of schedule, an enhanced personalised cross sell functionality on the Australian site- Effectively delivered interactive training to 10 regional markets to achieve 85% satisfaction rating to increase usage of the online channels and adoption of best practice particularly for email channel

New York, Ny, Us

Successfully implemented for the Travel Francise Network, comprised of some x 200 travel agents across Australasian, x 7 European preferred suppliers as well as smoothly rolled over 30 preferred supplier contracts, within 1 month, to facilitate sales as well as robust incentive tracking

Certificate Iv Training & Assessment, Tae40110

Celta, Cambridge University English Language Teaching Adults

Certificate, Digital Marketing

Certificate, E-Marketing

Certificate, Direct Marketing

Digital, Ux, Customer Experience, Agile

Graduate Diploma, Marketing

Graduate Diploma, Tourism Management