Currently driving a whole-VBA transformation program incorporating cultural, structural, process and system change projects. Also completing Salesforce uplift and digital licencing projects.Results 2022-23: Successfully delivered a Salesforce CRM, processing system, process and portal development program. Undertook detailed change planning, impact assessment and a comprehensive communications campaign. Established a highly effective Change Champion group and ran leading through change workshops for the leadership group. Navigated through a union consultation process with zero issues raised.Managed a complex, multi-level launch to processing teams, a call centre, builders, industry groups and audit/inspector groups. Achieved a highly effective implementation and positive response from the change recipients – such as this from the COO: “The largest and best system roll-out the VBA has experienced”.

Building a Change Management practice at Australia's leading SME bank.

Leading a Salesforce Lightning CRM-driven service transformation including system, role, process and structural development.

Leading an enterprise service-orientated transformation

Change Management for IT delivery team – successfully rolled-out MS Teams, MS Dynamics and associated applications to the enterprise including training & communications.Change Management of a program to help AustralianSuper respond to CPS234, the APRA findings and dramatic Fund growth. Developed strategic approach, change plan and practical roll-out for 800 staff including:International Compliance obligation and control development. Engagement and support of 20 business units through analysis, control-development and process changes.Group Compliance team development – coaching, new process development, new roles and capabilities.Cultural “it’s the way that we work” campaign to drive compliance-culture: I developed the campaign approach, activities and materials. Governance, incident reporting, legislative change process. Development and support of new frameworks and processes.

Developed Change Management approach for a Human-Centred Design and Agile program designing and implementing improved customer journeys: making customer experiences easy and effortless. • Developed program Change Management & communications approach• Participated in program initiation and Human-Centred solution design • Individual Change Management plans for specific initiatives including Bill Upload and One-click pay.Results: Launched a new online bill upload tool to customers & agents. Program promotion across the enterprise.

Created and activated a plan for the development of Leading@IAG, an enterprise-wide organisational development activity utilising Requisite Enterprise principles, to drive improved operational effectiveness, cultural change and leadership capability.• Injected Change Management principles in to the Strategic Organisational Development activities, promoting engagement, ownership and embedment.• Communications campaign to 13,000 stakeholders• Promoted Requisite Organisation principles through discussion groups, workshops & leadership initiatives.

Replacing the enterprise-critical customer contact business system handling admissions: • Responsible for Change Management, communications & training• 650 local stakeholders & 1200 international agents• Driving cultural, organisational & process change in the Admissions team contact centreReplacing the timetabling system for all courses:• Responsible for Change Management, communications & training • 80,000 student stakeholders - Enterprise-critical deployment.Results: Successful implementation of the new Timetabling system for staff and students

Digital Services Platform program change management. Including Agile projects: Salesforce CRM, Digital Customer Interface, Systems Integration and Data Hub.• Created the program change management strategy and plans• Introduced Salesforce Service Cloud to the organisation• Developed new digitally-enabled straight-through-processing services• Transitioned 8 teams to new processes for fulfilling customer service requests• Planned and managed training, communications and implementation activities

Completed transition to centralised IT services impacting 10,000 staff and 60,000 students through a dynamic Agile program. Introduction & roll-out of HP Records Manager EDRMS. Delivered a new Citrix software management service to the student population.• Created change management plans for staff and students• Conducted process development & benefit realisation workshops with Faculty & IT teams• Planned and created communications for the program• Dynamically managing a large number of challenging stakeholders.Results: Successfully transitioned the Science and Medical faculties to the new centralised service delivery model. Survey recorded 94% satisfaction with communications and transition support.

Engagement to create a change management strategy for the proposed Single Client View project, impacting the whole of Health & Human Services.• Successfully completed a detailed Change Management strategy within the required 7-day timeframe• Created a detailed practitioners’ guide• Detailed schedule of change management activities• Stakeholder management plan• Change Governance plan.

Origin is a leading Australian integrated energy company with diverse operations spanning across the energy supply chain from production through to retail. I delivered change management for an enterprise SAP documentation management solution and deployment and implementation of Automated Regression Testing – a new capability for the organisation.• Extensive change impact assessment through planning workshops• Business Process development for document management and testing• Stakeholder liaison & management• Communications planning & deployment• Change management plan development & execution

Chamonix is a national IT Consultancy providing services across the full lifecycle of systems integration projects to enterprise and state government clients.Services include custom application development, specification and implementation of off-the-shelf applications, implementing cloud based applications and change management.Engagements have included Bendigo Bank, Myer and SP-Ausnet.

Bendigo Bank May 2013 – Mar 2014Led an Agile-driven renewal of Bendigo’s e-banking app and mobile site with national, organisation-wide impact.• • Change management plan creation  Training strategy and content development• Created customer engagement & communications plan for the customer contact & care teams in three cities. Statistical analysis of impacts. Created impact mitigation plan.• Broad stakeholder engagement through Change Leadership & Champion groups• Electronic Content Management (ECM) process change• External customer marketing and launch planResults: Successful launch of new e-banking suite & processes, delivery of a national awareness and training program.

Program design for an e-commerce retailing and order management solution with 14,500 impacted stakeholders.with 14,500 impacted stakeholders. Developed program approach to supporting 6 key divisions including the call centre.• Managed 5 change managers• Developed a branded, enterprise-level strategy for an organisational transformation• Cultural change workshops; driving flexibility & customer focus• Risk management and change impact assessment • Communications planning & delivery  Training needs analysis, e-learning development• Microsoft 365 deployment plan and rolled-out across a divisionResults: Created change program, completed change, training, communications plans for 6 key division: Retail, Merchandise, Operations, Logistics, Call Centre & Marketing. Successful deployment of phase one – Order Management.

An international utility providing gas and electricity distribution across Victoria. Managing the development and implementation of a new electricity delivery control system impacting 1500 staff including the call centre and field teams across the state.Development and implementation of change & communication plans covering the design, build and deployment of the new system. • Change impact assessment and risk mitigation development• Worked with the IT team to identify and mitigate project risks• Created and managed an integrated change leadership team • Coaching of the project & management team in change leadership• Stakeholder management covering management team, IT team and users• Created a Change Champion Network of key stakeholders across the organisation• Communications planning and delivery including the creation of a regular newsletter• Training needs analysis and training communication

Facilitated an organisational people, culture and process transformation. Undertook organisational capability analysis (CMMI), process analysis, employee focus groups and surveys. Led the 3-person change management team.Established a change management structure to support 7 projects across 25 business units, including :• Cultural change • Quality Management • Process re-engineering Product management • Knowledge management • Human resource development • IT change • Developed Change Management Strategy, Branding & Communications Strategy, Change Management Plans, Benefit management • Undertook Change Impact assessment, risk management planning, training needs analysis, coaching planning, stakeholder management, communications planning for the programme and projects• Developed the NEHTA Change Management Guide (applying PROSCI and other methodologies) for use across the organisation• Successfully transitioned NEHTA to a professional-practice based organisation• Developed and delivered a unique Leading Through Change workshops• Established and commenced programme values-based branding communications.

Transitioned 800 staff from blue screen/ no system to SAP ERP fully integrated online information management system & centralised service model. Extensive process change. Highly diverse and politically sensitive stakeholders with 16 impacted business units.• Change management plan creation & implementation• Managed integration with Singaporean software developer• Created & delivered internal communication and leadership development program • Training needs analysis, materials development and delivery• Effective stakeholder management in a challenging, political environment• Change readiness assessment, change management plan, communication plan • Created & deployed pilot plan and change implementation plan. I successfully supported the roll-out of several releases of functionality while implementing interventions to modify the culture and promote active support from the key business units.