Scott Downing Email & Phone Number

Sydney, Nsw, Au

Sydney, Nsw, Au

- Part of Executive Leadership Team with sole responsibility to define and execute a new CX Strategy and function- Responsible for all On-Boarding and Support teams across ANZ, UK and Asia - Create a new CX Transformation Team to drive and launch OMNI channel support and a Voice of Customer Program of Work- Commission and act as key decision maker on CX Technology to accelerate growth and the Customer Advocacy Strategy. Inclusive of CRM, CX Platform, BOTs and digital AI

Mountain View, California, Us

- Responsible for leading all aspects of the help and support experience delivery for customers using QuickBooks products & services internationally. Expert Delivery, Digital Delivery, Customer Experience Transformation / Improvement and People Development - Provide operational and thought leadership by setting strategy. - Develop priorities and manage operating mechanisms that drive a highly effective customer data driven organisation. - Define and execute the international customer experience strategy.- Contribute and influence the international strategic plan and associated products and services. - Proactively partner with Product Management, Marketing, Digital Platform Teams and Sales leaders to deliver awesome experiences that drive growth. - Lead with a “customer-first” culture and mindset across the organisation, which places emphasis on delighting customers and employees in everything that we do.

St Leonards, Nsw, Au

• Establish company-wide Advocacy Strategy• Leadership of Company Brand and website consolidation and refresh• Strategic leadership of customer improvement program led through CX methodologies to drive +40 point improvement in NPS• Evolve Customer Experience Strategy to embed key pillars of work to drive improvement in the customer and employee experience• Drive customer episode improvement through the application of human centric design methodologies • Create internal and external Voice of Customer channels to drive continual improvement in key strategic drivers • Operational ownership of the Sales, Marketing, Customer Loyalty, Learning and Education, Certified Consultants, Customer Retention, Customer Support and Customer Insight and Improvement functions• Overall accountability for the ANZ region• Member of the Executive Leadership TeamJanuary 2019 - International Service Excellence Awards (ICCSO) - Customer Service Executive of the YearNovember 2018 - Customer Service Institute of Australia - Customer Service Executive of the YearOctober 2018 - Ashton Media - CX Leader of the Year ANZ

St Leonards, Nsw, Au

• Define, execute and evolve company-wide Customer Experience and Advocacy Strategies• Implement Net Promoter System - strategy, method, logic and system. Introduced Qualtrics into the organisation• Define new ways of working to drive Customer Insight and Improvement including the introduction of internal and external measures, a new centralised Customer Improvement function and internal prioritisation frameworks• Leadership of customer facing contact centres and external consulting arm.• Leadership of company-wide learning and Education Function• Member of Senior Leadership Team

Sydney, Nsw, Au

Leader of a team of Internal Consultants that help senior leaders think differently about the way in which they design their organisation and the flow of work within it. Focussing on transformational change using Systems Thinking, Design Thinking and Structural Dynamics to redesign end to end flows of work across all business streams, to deliver better customer and employee outcomes whilst managing productivity measures.Lead enterprise wide advocacy teams to develop strategy, reporting and measures that drive corporate wide advocacy improvement, customer centric fix agendas and new operating models.

Sydney, Nsw, Au

Leadership of 5 Satellite Centres across Australia and one ‘stacked’ super centre of 4 contact centres with a total of 1800 employees.Accountability for the delivery of balanced scorecards and strategic imperatives across operational, customer and revenue streamsCreation and implementation of strategic customer imperatives and key strategiesDevelop and retain talent creating a highly engaged workforce Drive change through process and operational methodologies to deliver the consumer planManage and maintain budgets to deliver cost efficiencies whilst increasing customer satisfaction (NPS transactions and episodes), employee engagement and shareholder value.

Sydney Cbd, New South Wales, Au

Approver on Change Management Board for all operational changes, including infrastructureResponsible for all service, sales, faults, technical, billing, collections and retention teams in Sydney and outsourced contact centres.Definition and execution of call centre strategies to enable business launch, ongoing optimisation of the operation and outsourcing to the Philippines as well as within AustraliaProcess definition and optimisationAccountability for all operational process, policies and peopleOwner of Quality Assurance criteria and Reward and RecognitionDefined future operating models, process and project scope to outsource technical, sales and service roles.Redefined internal hierarchy, created new vendor management teams and integrated 4 external sites, one off shore.Built a Centre of Excellence to drive process improvement, reduce ‘waste’, call propensities and improve First Contact ResolutionDrive and manage performance thorough people and process. Productivity, customer experience and sales. Deliver to defined corporate engagement scores

Mclean, Va, Us

Roles included:* Senior Sales and Service Contact Centre Manager * Sales Training Manager* Campaign Strategy Manager for late Customer Management and Customer Acquisition

Gb

Various roles including Branch/Regional Management and Business/ Customer Improvement.