Scott Wilson Email & Phone Number

Auckland, New Zealand

Leading Downer Group on our CX Journey. Working across across all our amazing service lines to bring consistency and champion customer outcomes as an Australasian business.

Auckland, New Zealand

Auckland, New Zealand

Customer Experience and Collaboration ISO 44001 Lead for the Transport Services Business Nationally. Responsible for designing, implementing and running our B2B Client Experience strategy, voice and client centric improvement programmes.

London, United Kingdom

Customer Experience Manager within the specialised CX consulting team in KPMG UK. My role was to lead experience projects for clients with a team of consultants with target measures to drive customer acquisition, value, brand experience, and develop new propositions. I worked for clients globally, across European geographies, and on internal projects with KPMG Global. This was done closely with KPMG Partners, C-level clients, and across cultures with multinational operating model changes.

London, United Kingdom

Solutioning market leading customer experience solutions for champion brands in the UK and globally. With a background in Human Centered Design, Service Design and Technology I develop solutions that are compelling, reduce risk, changes ways of thinking and look to challenge the traditional delivery model.

Wellington & Wairarapa, New Zealand

CX and Process Delivery Manager for the ACC Transformation programme. ACC is New Zealand’s largest Government Insurer. In this role I was accountable for the delivery of CX and Process deliverables into the programme. I was the people leader for a mixed team of 12 designers including contractors and fixed term.

Wellington & Wairarapa, New Zealand

BPM lead in the Transformation programme for Provider work stream and ACC Organisational Design. My accountabilities included leading teams of people, facilitating large workshops and managing projects

Wellington & Wairarapa, New Zealand

Solely responsible for Change Management and Business Excellence for the BNZ Insurance Business. My role was to guide the people and leaders through change and continuous improvement methodologies to lift business performance, robustness and alignment with strategic initiatives. I was part of the BNZ Insurances leadership team. I facilitated the company strategy development with the CEO/COO and direct reports. I provided alignment and oversight consulting down to business unit strategies and people engagement initiatives.Organisational Change MangementAgile continuous improvement workstreamPolicy application system upgradeClaims management system implementationChange champion network managerKaizen champion network managerEvent organisation of company wide learning daysStrategic advisor to executive team

Wellington

Entering through the Global Business Services Graduate program, I worked on a number of high profile projects at IBM. I was aligned with the Strategy and Analytics sector of the business and which required a wide range of generalist skills in the Organisation & People, Technology Strategy and Business Analysis fields. Key Contributions:Organisational Change ManagementCulture ChangeTransformation ChangeBusiness Process Mapping (BPMN 2.0)Technology StrategyBusiness Analysis and Requirement ElicitationQuantitative and qualitative analysis and reasoningProjectsCounties Manukau Health Transformation ProgrammeCore Banking Replacement Solutioning (SAP)MSD Heritage Application Retirement ProgrammeMSD Overseas Pension Modernisation ProjectMSD Application Portfolio Assessment Transpower Integration GovernanceContact Energy Application SupportNZ Customs Transformation Programme