Skye Macfarlane Email & Phone Number

Hobart, Tasmania, Australia

Passionate, bright, creative and fun. Following a 20 year career in global financial services - with a predominant focus on customer strategy, experience, product development & cultural change - Skye moved from London, UK to Hobart, Australia to focus on what matters to her most - creating happy, engaging spaces for people to thrive. With a Business degree from the University of Sydney, Australia & Interior Design studies completed at Central Saint Martins in London, UK, Skye now leverages her extensive people, project and communications management experience working from Tasmania (otherwise known as 'paradise') as an independent consultant focused on revitalising existing businesses with fresh and engaging marketing and design strategies, together with advice and support to entrepreneurs in order to take their new business ideas from concept to market launch.

Australia

Leveraging extensive people and project management experience together with a passion for creativity, currently running an interior design and property development company. Studied Interior Design at Central Saint Martins, London in 2014 and applied these skills to the property development and interior design of several residential sites – both in the UK and Australia.In addition, working as an independent consultant specialising in product development, marketing, and communications, providing advice and support to entrepreneurs in order to take their business ideas from concept to market launch. Key Client – QSR Media.

London, United Kingdom

Responsible for leading the definition, design and delivery of priority customer management strategy programmes within the Retail Customer Propositions division of HSBC. A key focus of this senior role was to work with customer intelligence from insight, analytics and complaint functions across the organisation to identify, drive and optimise business activity. Deliverables included the utilisation of segmentation intelligence to inform and support Mortgage proposition development, Savings promotions, Protection pilots and Wealth strategy opportunity papers. Additionally delivered research and development papers on macro future trend opportunities for the bank (e.g. Female Economy), and prepared and successfully delivered a ‘Loyalty and Trust’ proposal to the Head of Retail Banking.

Selected to lead the project team to design the UK Bank's Superior Service Programme for HSBC, with the objective of building deeper and more valuable, long-term relationships with customers. By focusing on customer insight, feedback and innovation as well as giving particular focus to the removal of barriers across the business that impede employees from delivering consistently superior service, this bank wide cultural change and service improvement programme evolved into a strategic plan of 10 key programmes to be delivered across the Retail, Commercial, Corporate and Investment banking divisions, including First Direct and M&S Money.

Promoted to lead the successful launch of HSBC Advance in the UK - the biggest global customer proposition launch since HSBC Premier in 2007. HSBC Advance launched across over 20 countries and remains a key strategic step towards the bank’s goal of being the World’s Leading International Bank. Successfully migrated 850K customers retaining business worth over £450m per annum and was considered by HSBC Group as one of the best HSBC Advance propositions across the markets.

Promoted to lead the design and delivery of world class propositions and services for all retail banking customers in the UK with international needs. Projects spanned several regions with particular focus on China, India, Eastern Europe, Australasia as well as the UK. Propositions include HSBC Passport, Plus International, Non-Resident Indian Service, and International Chinese Services. A key focus was to develop and grow these customer bases through continuous innovation and ongoing development of these propositions. Exceeded plan each year bringing over 200K new customers and additional £750K a month in fee income.

Hired full time by HSBC to lead a team responsible for the management of all international proposition development within the Mass Banking customer segments - including HSBC Passport (market leading UK relocation service for immigrants) and International Students Service. Acted as the expert consultant for successful proposition launches of HSBC Passport in Jersey in 2006 and Canada in 2007 with the proposition gaining recognition of strategic importance within HSBC Group. Worked with several 3rd parties including Carphone Warehouse, Cable & Wireless, Western Union and red24

Contracted by HSBC to project manage the design and delivery of new product propositions and customer management strategies for HSBC (national and international). This included the successful launch of HSBC Passport in 2006 – a customer insight driven proposition to help migrant customers manage their finances when they first arrive in the UK for the first time.

Contracted by Loyalty Management Group - LMG (now owned by Aima Inc.) to project manage Nectar's new sponsor engagement programme across their 17 sponsor companies (over 6,000 stores/250,000 employees across the UK). This included the design and production of bespoke quarterly briefing packs (newsletters, posters etc), launch of a new staff intranet and training site www.nectarextra.com and roadshows as well as management of external agencies (creative & distribution), and internal stakeholders. During this time sponsor participation in the programme increased from 50% to 90% resulting in the Marketing Director committing an additional £750,000 to the programme

Sydney, Australia

Responsible for the design and development of a new national fundraising events program and revenue creation strategy to increase funds raised by the company each year; introducing new and different sponsors and donors and strengthening relationships with existing donors and sponsors.

Melbourne, Australia

Managed in partnership with a team from McKinsey & Co., the successful delivery of multiple engagement and communication projects for the CEO of the Group within his global cultural transformation programme with the objective of unleashing all 40,000 employees to realise their potential, achieve superior performance (+10% EPS growth annually) and position the Group as a globally recognised employer of choice.

Sydney, Australia

Responsible for project managing the concept design and delivery of various people & culture related projects for the Lend Lease (MLC)/NAB Change Team, during integration of MLC (Lend Lease's Financial Services & Wealth Management division) into NAB. This included managing the delivery of the first global MLC/NAB integration conferences (in Glasgow, UK) and the funding and framework proposal for a new employee development vehicle.

B.Ec, Marketing, Economics, Psychology & Music

Special Events Management

Project Management

Higher School Certificate