Vivian Lay Email and Phone Number

Customer Experience lead within the Fixed Connectivity business delivering continuous improvement items as part of the Sales & Activate mission in FY24, and now in the 5g mission for FY25.Responsible for customer journey mapping, communications strategy, copy writing, business process improvement, and consulting on customer impacting items.

Experience lead for the Mobiles Postpaid and Sales missions, delivering for Telstra's digitisation program. Responsible for creating end to end customer journey and product experience maps that include external, internal touch points and communication strategies. Awarded Telstra 1854 CX awards for Best Digital Sales Design for Multibrand Sales Portal.

Setting and delivering against the strategic customer experience for the Manage and Resolve mission within the Fixed Connectivity business. This includes bridging the UX, CX with the technical and business functions to design and deploy strategic programs of work that creates product differentiation, cost reduction and simplification for the product assurance episode.Designed and delivered:- Personalised unplanned and planned outage communication strategy for the fixed consumer and small business cohort- Proactive credit program for customers as part of Telstra's Doing Good Business Responsibly program- Machine learning proof of concept leveraging AI to automatically detect customer service issues and proactively resolving them 'invisibly'

Lead of the customer research capability within the NBN Assurance program, created a monthly cadence across 2 states to deliver business critical research insights that drove the continuous improvement backlog for feature teams. In addition to this, worked with business process and workflow teams to optimise customer scripting and enhance the agent troubleshooting tool that Telstra's contact centres used to handle ~2.3 million calls per year.

Rotation 1: Business Specialist - Customer Service DeliveryRotation 2: UX Designer - Telstra DigitalRotation 3: Service Optimisation Specialist - Customer Service Delivery

Consulting on various mid to large sized accounts with focus on Microsoft Sharepoint. Particularly in the infrastructure and development space.

Responsible for business requirements gathering, project management of small to mid sized initiatives in pharmaceutical space.