Susan Parkes Email & Phone Number

I enjoy empowering business leaders and their teams with fresh approaches to delivering customer and employee experiences. I am motivated when this work means better outcomes for communities, (environmental & human) and a better NZ for future generations.At Auckland Transport I built two transformational teams from scratch. Teams who continually pushed the boundaries with a customer centric culture at the core. The first was the Customer Experience Design team in the innovation hub 'Customer Central'. In three years of taking this human centred approach, related customer outcomes exceeded $39m. The second was the Kea Adaptive Practice - introducing and embedding Adaptive Ways of Working across the organisation. I’m super proud of the capability and culture we created; and the process improvements we supported worth over $6.9m. Introducing a quarterly planning cycle to AT was a key legacy. The zig-zag journey my career has taken celebrates that both employee experience and customer experience are critical core metrics of performance, globally both in the public and private sector. My expertise in knowing how to employ levers such as Digitization, Design Thinking, Insights and Analytics, Behavioural Science and Modern Agile have all played a part. It helps that I naturally bring creativity and optimism to the table, inspiring the bravery required to end sameness. My number one motivator is enabling others to shine and grow.

Listed skills include Crm, Customer Retention, Strategy, Segmentation, and 22 others.

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  The University Of Waikato

  Bms