After 20 years leading corporations to innovate and leverage technology I’ve turned my focus to bring these capabilities to small business, whilst pursuing a more mindful approach to life. Freelance services available for digital strategy, customer experience and web design; mostly on a remote basis. PASSION / AREA OF FOCUS: I’m on a mission to build unified tech solutions for small to medium businesses, primarily in retail and hospitality. Leveraging Shopify and Gadget as backend infrastructure to build react theme and app components designed to work together and easily stack into tailored solutions. The small business market is flooded with so many tech solutions and huge functional overlap. Business owners end up with a mess of multiple systems, shaky integrations, and fragmented data. Most have a very similar set of core needs, and very few ‘truly custom’ requirements. For example a local hospitality business has a separate POS, website, table ordering, booking and delivery systems (and many more). The menu is replicated in at least 4 systems. Without any clear picture of sales or customer data how can the owner even think about growing the business or adapting to a cost of living crisis…it’s just survival mode.

A passion project to raise money for mental health and suicide prevention

Digital and customer experience design consulting

A social enterprise startup venture born from Covid-19 impacts on the hospitality industry. Eat Local NZ was a community platform putting empowering tech into the hands of Kiwi communities across New Zealand. Comprising a community of over 800 venues and over 34,000 customers creating an ecosystem to explore local eateries with digital menus, ordering (in-store, pickup & delivery), loyalty and a seamless digitally enabled dining experience. Early stage testing showed a 20%+ increase in average customer spend, and service efficiencies whilst empowering self-delivery options that empowered venues to reclaim revenues stripped by large fees of Uber Eats and other platforms.

www.dandco.nzLeveraging the power of innovation, human-centered design and technology to create experiences that enhance the lives of real people. A new breed of creative company that is designed for the experience age.We are a community of CX and brand experience strategists, researchers, innovation specialists, designers, technologists, social media experts and marketers.D&Co clients include: Z Energy New World PAK’nSAVE Mitre 10 Fonterra Meridian Southern CrossExamples of D&Co work: https://z.co.nz/fastlane/ https://sharetank.co.nz

IRD is responsible for the administration of New Zealand’s tax and social policy. I was contracted to assist with a $1.5 billion transformation program to replace core technology systems, transformation customer experience, and reduce operational costs. KEY ACHIEVEMENTS:Introduced a comprehensive multi-channel Digital Strategy, including progressive Open API Strategy and developer ecosystem. Drove ethnographic research, mapped customer journeys, and prioritised pain-points to create an actionable value-focused backlog. Established a co-design and delivery framework, to de-risk the development of new digital products. Including human centered design incubation with industry stakeholders, prototyping, and beta trials. Transformed legacy Kiwisaver B2B interfaces with a suite of API resources. Initial implementation of broad generic open API resources exposing the full suite of IRD’s functions. This creates infinite orchestration possibilities for accounting and other 3rd party software to integrate tax compliance into natural business systems. Delivered significant improvements in customer experience, cost of compliance and ROI on digital investment.

Chartered Accountants ANZ is the leading professional body for accountants in Australia and New Zealand with over 115,000 members, a turnover of $120m, and 500 staff across Australia, New Zealand and Asia. Their business includes education, member services, and advocating for economic and social progress. KEY ACHIEVEMENTSLead the organisation wide consolidation and transformation of digital customer experience following a Trans-Tasman merger. Responsible to the executive team and Board, I lead the development of digital and content strategies, and implemented organisational change across people, process and technology. The results include a radically improved customer experience, deeper customer engagement, improved brand health, and reliable data analytics to drive informed decision making. I championed workspace redesign to create a high collaboration environment, a lean agile approach to project and change management, and obsession with customer focussed design. Pioneered the digitisation of thought leadership delivery including interactive live stream, twitter activation, and experience design - achieving a 3,000% increase in customer engagement, 300% increase in media exposure, and record levels of customer satisfaction. Lead national innovation & experience design program - resulting in record levels of customer satisfaction.

EY is a global professional services consulting organisations. EY includes one of the world’s most globally coordinated tax practices, with a network of 28,000 professionals in more than 120 countries dedicated to setting the standard for exceptional client service.KEY ACHIEVEMENTS: Drove business development of the Tax Controversy work stream. Over 2 years the team grew from 3 to 12 FTE’s and consulting revenue increased 120%. Championed a collaboration model with Revenue Authorities resulting in new business opportunities and exceptional outcomes for clients. Developed and drove implementation of new services offerings including Audit/Dispute Resolution, Pre-Audit Risk Interventions, Tax Risk Corporate Governance.

EY Law is global network which brings together more than 1800 legal specialists in 70 countries and is continuing to grow. EY Law works closely with EY’s Tax, Transactions and Advisory professionals to bring integrated, commercial advice. KEY ACHIEVEMENTS: Whilst at EY I worked between the Tax Controversy and EY Law practices to develop new business and opportunities as described in my EY experience above.

Inland Revenue collects 80% of the Crown's revenue as well as collecting and disbursing social support programme payments and providing the government with policy advice. Inland Revenue has over 5,500 staff based in 17 cities and towns throughout New Zealand. KEY ACHIEVEMENTS: Lead a team of accountants/lawyers - 10 direct reports and 28+ indirect reports via national projects. Drove data lead approach to risk identification leading to dramatic increases in non-compliance detection. Lead new approach to voluntary compliance involving public disclosure of risks identified & offering amnesty from penalties resulting in 80% reduction in audit resources required to resolve identified risks. Lead 6 national compliance initiatives using the above approaches across nationally dispersed project teams, achieving 400% increase in revenue collected for audit resources deployed.