Chris Walsh Email & Phone Number

Australia

Australia

Leading Customer Experience Teams (2000 employees) across all of the 165 railway stations on the Sydney Trains Network as well as a range of functions spanning, Fare Compliance, Customer Information, Customer Relations and Delivery Support.

Sydney, Australia

As Acting General Manager initially, and then appointed Deputy Executive Director in January 2017, I am accountable for customer service delivery within Sydney Train’s largest region (106 train stations, 800 team members), building on and embedding a transformational agenda that has been ongoing since the ‘Fixing the Trains’ program. Responsible for customer experience, multimillion-dollar budget management and the target operating model implementation for a large directorate, I have built a… Show more As Acting General Manager initially, and then appointed Deputy Executive Director in January 2017, I am accountable for customer service delivery within Sydney Train’s largest region (106 train stations, 800 team members), building on and embedding a transformational agenda that has been ongoing since the ‘Fixing the Trains’ program. Responsible for customer experience, multimillion-dollar budget management and the target operating model implementation for a large directorate, I have built a performance focused culture that places the customer at the core of its mission. I also hold accountability for 230 transport officers making up the network’s Fare Compliance Unit, who ensure fare compliance and provide customer service across the transport cluster (Trains, Ferries and Buses). * Established a best practice customer service capability, introducing performance management frameworks that support teams in achieving +90% customer satisfaction scores, a record high for Sydney Trains; * Provided change leadership from a customer perspective in the operationalisation of digital initiatives, including the introduction of the award-winning Opal card system; *As part of a team, successfully integrated the first Sydney Metro train services into Epping and Chatswood stations within the Sydney Trains network and implementation of the operational interface protocols.* Achieved record high scores for station cleanliness, ensuring the smooth implementation of cultural and structural changes under the ‘Fixing the Trains’ reform; *Successfully led the Directorate through IRC Arbitration of the WH&S workgroup composition and consultative arrangements, which had been challenged.* Part of the leadership team for the Customer Service Directorate, contributing to strategic planning and the realisation of ongoing, multimillion-dollar cost savings for the organisation. Show less

Sydney, Australia

In 2014, I was drafted into a remedial role by the ED Customer Service, leading a deep dive review of the Customer Information Program. Having identified issues relating to governance, I implemented an improved framework and implementation plan that enabled in-house execution and retention of IP, strengthening information provision and customer experience across the network. During this purpose-led appointment, I provided leadership to >100 employees across customer relations, information… Show more In 2014, I was drafted into a remedial role by the ED Customer Service, leading a deep dive review of the Customer Information Program. Having identified issues relating to governance, I implemented an improved framework and implementation plan that enabled in-house execution and retention of IP, strengthening information provision and customer experience across the network. During this purpose-led appointment, I provided leadership to >100 employees across customer relations, information, marketing and analysis teams. * Reduced turnaround time for customer feedback responses from 5 days to within 48 hours;*leading teams in the introduction of a new governance framework improving program performance; * Realised a multimillion-dollar annual cost saving by transitioning ‘Customer Central’ innovation workshops in-house; * Established a social media presence for Sydney Trains, introducing contemporary customer service management via the inaugural ‘Twitter Team’. Show less

Sydney, Australia

Appointed simultaneously to the roll-out of the ‘Fixing the Trains’ reform program, I led BAU customer service (operations) for an increasing portfolio of stations, including Wynyard, Circular Quay, North Sydney and Milsons Point stations. Driving a top down cultural and structural change, I focused on improving the overall experience in stations, aligning BAU operations with the new mission of Sydney Trains. I managed and supported +150 staff in the unionised environment and as key stakeholder… Show more Appointed simultaneously to the roll-out of the ‘Fixing the Trains’ reform program, I led BAU customer service (operations) for an increasing portfolio of stations, including Wynyard, Circular Quay, North Sydney and Milsons Point stations. Driving a top down cultural and structural change, I focused on improving the overall experience in stations, aligning BAU operations with the new mission of Sydney Trains. I managed and supported +150 staff in the unionised environment and as key stakeholder and station representative, supported significant upgrade projects and associated queries from the Fair Work Commission. * Supported Sydney Trains in its mission to create a world-class rail system, embedding significant cultural and structural change improving the overall customer experience (off-train); * Incrementally uplifted customer satisfaction scores to the highest recorded by external surveys, a result of key initiatives to improve station cleanliness, customer service and information provision; * Elevated the visibility of station team members in the customer service environment, introducing the first concourse and platform hubs across the station portfolio. Show less

Sydney, Australia

Engaged by strategic Telstra Enterprise Partner Telestar, I created and implemented a modified governance and process framework that ensured ongoing compliance with all channel partner obligations. Leveraging connections made during my tenure with Telstra, I secured buy-in from stakeholders in plans to evolve the operating environment, including the introduction of a differentiated sales and customer service relationships model. * Supported Telestar in strengthening its relationship… Show more Engaged by strategic Telstra Enterprise Partner Telestar, I created and implemented a modified governance and process framework that ensured ongoing compliance with all channel partner obligations. Leveraging connections made during my tenure with Telstra, I secured buy-in from stakeholders in plans to evolve the operating environment, including the introduction of a differentiated sales and customer service relationships model. * Supported Telestar in strengthening its relationship with Telstra as a channel partner; * Reduced cost to service by offshoring simplex customer mobile orders to the China office. Show less

Sydney, Australia

Having progressed through a series of customer service and performance management roles since joining Telstra in 1997, I was appointed to lead Customer Service Relationship teams assigned to a portfolio of large corporate and strategic clients within NSW. Following my success in improving customer satisfaction scores to an all-time high, I was promoted to hold national oversight of 160 customer service executives caretaking 520 Enterprise & Government clients. My role included extensive… Show more Having progressed through a series of customer service and performance management roles since joining Telstra in 1997, I was appointed to lead Customer Service Relationship teams assigned to a portfolio of large corporate and strategic clients within NSW. Following my success in improving customer satisfaction scores to an all-time high, I was promoted to hold national oversight of 160 customer service executives caretaking 520 Enterprise & Government clients. My role included extensive partnership with stakeholders across the business, evolving sales approaches and process frameworks to drive continued CX and operational improvement. * Increased overall customer satisfaction to 88% and reduced complaints across the portfolio by 20%, leading teams and stakeholders in initiatives driving continuous improvement; * As part of a team, led the implementation of the Net Promoter Score (NPS) system, receiving the Group Managing Director Award, 2012; * Formally recognised for performance excellence and commitment to cross-functional collaboration, winning the Leadership Excellence Award, 2007 and 2008 and the Sales ‘Line of Business’ Award in 2009. Show less

Sydney, Australia

Sydney, Australia