Steve Shaw Email & Phone Number

Hastings, Hawke’S Bay, New Zealand

Funeral home & End-of Life Planning

Havelock North, Hawke’S Bay, New Zealand

Auckland / Napier, New Zealand

Qualified as Life Coach through the NZ Institute of Business

Napier, Hawke’S Bay, New Zealand

Making technology work for customers

Napier

New Zealand

Responsible for the transition of Customer Operations to offshore partners (1100 FTE) and the co-development of the 5 year digital transformation strategy including, CX journey mapping (including customer research and design workshops) Service Experience re-design, Universal Agent design, proactive care modeling, knowledge management strategy and input to the business intelligence and reporting and technology designs and functional working models.

Auckland, New Zealand

Leading a team to deliver quality customer experiences through our multi-channel customer operations. This work included enterprise wide Go to Market process re-engineering, partner sourcing modeling, technical simplification (4 systems to 1) service design including customer migration strategy and workflow.

Auckland, New Zealand

Leading a programme of work where our front-line design the customer experience for customer operations

Auckland, New Zealand

The role transferred to the NZ business to support the development a 3-5 year customer strategy for Suncorp NZ (new operating model) leveraging existing assets, extending the business proposition and build a differentiated business model focusing on the future.Primary focus is to develop and deploy strategic customer initiatives, insights that inform the customer experience and organisational wide business transformation (market platform, partners, digital delivery of the customer experience)

Melbourne, Australia

Development of multichannel (Direct and Intermediated) customer strategies for the Commercial Insurance functions (5 brands – Home Business to Global segments).Primary focus was in the development and delivery of the customer value proposition framework, customer journey mapping with a focus on the reduction of customer pain points, digital transformation of SME based sales and service channels, customer persona development and deployment, customer insights (VoC), reduction in customer effort and simplification and integration of technology and related processes in line with new technology platform releases.

Melbourne

Leading the direct sales and service functions for GIO and Resilium operations ($AU40m annual income) and strategic influence of the AAMI and GIO Workers Compensation service centresPrimary focus was to support all direct SME and Med. Enterprise based customers including the adviser network selling insurance solutions nationwide (B2C and B2B)

Melbourne Area, Australia

Managing the capture of contracts and medical provider helpdesk enquiries for the Australian Defence Force contract ($AU1.4b contract)

Auckland

Leading the service delivery functions for business customers at 2degrees (Soho, SME, Corporate and Government). Primary focus included activations, provisioning, inbound customer support, dealer support (tier 1 & 2) and billing solutions (including credit management). The business channel launched in May 2011 and I was heavily engaged in the development of the customer experience frameworks, product development and delivery, capability development and multi-channel customer experience strategies for effective delivery

Managing direct sales (operations & online) delivered by 120 FTE based in Auckland and Christchurch.Primary focus was responsible for selling consumer banking products including lending, transactional and savings accounts, insurances and cards products.

Support Services Manager is an operational role. The function supports customer management activities including activations and provisioning and the collection of debt for all contract business and consumer customers.Time at Vodafone has included a years secondment in Vodafone Egypt. (Nov 07 - Oct 08) Set up and operational management of VFNZ Customer Care operations

Cairo Governorate, Egypt

Set-up and first year delivery of the NZ Customer Customer Care Operation based in Vodafone Egypt (136 Agents). The centre managed Pre-pay and low value consumer and business contract customers.

Development of mobile sale capability and national account competence accreditation programme

Sales and Service strategy development and deployment and operations management in a new market within the Healthcare / Health Insurance market in NZ

Managed Residential and Business Faults operations

Managed the Customer Care operations in UK (London) with over riding strategy development and deployment of 6 regional country (european) sites.

London, United Kingdom

Responsible for external customer management consultancy programmes supporting call centre development, deployment and training.

Auckland, New Zealand

Call Centre ConsultancyTelemarketingCustomer Care

Contract megotiation and tender / supplier management