Vanessa Zamprogno Email & Phone Number

Australia

Macquarie Park, New South Wales, Australia

Drive the customer-centric transformational agenda. Develop the strategy and execute by embedding a voice of customer program and actionable insights across the business; work with the business to develop the capability and capacity to apply design thinking principles/jobs to be done approach to the translation of insights into solutions with key stakeholders; facilitate service design for new opportunities and customer led improvements.

Sydney, Australia

Responsible for developing and growing a team to deliver ambitious growth targets and shift from a Government focused organisation to consumer focused marketing strategies. Responsibilities included:* Facilitating KinCare's growth strategy * Business development * Product innovation and management, * Marketing and Public Relations * Brand strategy* Establishing B2C and B2B customer services, sales and account management approach.

Sydney, Australia

Delivering Strategy, Customer and revenue improvement solutions to clients across the health spectrum, including aged care providers, pharmaceutical and government organisations providing health services.* Led a substantial review into the service delivery model for vulnerable cohort of customers across NSW. This work incorporated engaging with key stakeholders across multiple government agencies, not for profits and advocacy groups. Responsible for identifying the team, scope of deliverables, resourcing for complex data analysis to deliver insights and intelligence previously unavailable to the sector. Delivered detailed service model and recommendations for a service model which was approved and executed. Customer NPS score of 9 (9 out of 10) for project.* Subject Matter Expert, designing the Voice of customer work stream for a prominent hospital in NSW. The work was incorporated into a broader clinical redesign initiative which ensured the voice of the customer was integral to the clinical processes.* Managed ACFI and operational improvement aged care service offering, responsible for pipeline management, sales, training staff, resource management, project budgets and IP management and compliance with regulatory changes.* Identified and enabled aged care providers to significantly improve revenue streams immediately post ACFI revenue review, and enabled sustainable revenue uplift through change management and training program.* Principle SME for three strategic reviews across aged care clients, conducting primary and secondary research, market analysis to develop strategic recommendations. * Identified the critical value chain for the sales, distribution and treatment process of a s100 specialised drug for a global pharmaceutical company. This was part of a global market value chain analysis to assist in developing the global launch strategy for a new highly specialised drug.

Responsible for supporting businesses in designing, developing and executing customer and revenue focused strategies. • Responsible for supporting the sales, service and marketing divisions of a national private Health insurer through the merger integration process. Prior to this, conducting a feasibility review on readiness for IPO. • Designed, developed & implemented voice of the customer feedback process as well as conducted voice of the customer research for a variety of B2B organisations. This uncovered significant customer concerns and enabled the execution of quick responses, preventing the loss of significant contracts.• Identified potential for $60m - $80m in cost savings for Australian ASX company by analysing product design, development and account management activities and associated costs. This review formed the basis of the service management/account management redesign and improved processes and rules around bespoke and specialised solution design processes.• Developed KPIs for large utilities organisation to support their brand aspirations. Translated their market and brand positioning into potential lead and lag indicators to be incorporated into their strategic dashboard. This provided a way to measure intangible brand and reputational aspirations as part of the broader corporate strategy.• Designed and delivered the program of work required to establish a new business unit and offering to high net worth individuals and small to medium sized enterprises – Private Client Services (PwC). Responsible for the market research, profiling of the market, value proposition development, industry engagement and research, internal stakeholder engagement, business model development, and operational execution of getting the business up and running. The offering was successfully launched to market and is a significant business unit within the organisation.

Various roles across communications, product development and business development, including the design and execution of new business market entry.Manager - New Product Development, Audit & Business Advisory Services 2003 - 2005• Developed the PwC Advisory/Consulting practice which launched in July 2004. Responsible for market analysis, organisational design reviews, value proposition development, project management support for appointed solution leaders, launch design, go to market strategy, stakeholder engagement and communications.• Developed PwC’s new product development process and the new product development training component for the PwC graduate innovation program. Snr Consultant – Media relations 2001 - 2003• Achieved industry leadership in the coverage and profile of our lead Tax and Legal Partners as aligned to strategy.• Wrote a monthly commercially focused tax publication with a circulation of a few thousand. Regularly received positive feedback from clients.

Bachelor Of Arts (Ba), Communication And Asian Studies

Agile Project Management

Postgraduate Diploma, Marketing