DESIGN & CX INDUSTRY TRACK RECORD

---

My first role was in Corporate Sales for the NAB (National Australia Bank), selling merchant payment facilities.

My mentor taught me to look deeper into the customer's perspective, leading to several innovations that made me the number 1 sales person in Australia for NAB.

This was the origin of my "CX Journey".

DBS is south east Asia's largest bank. Led a customer support team and also contact centre re-engineering effort to improve Service Level consistency, staff performance and satisfaction. 

World's most awarded airlines. Managed the CX audit department, auditing and managing improvement initiatives for all key touch points like inflight experience, check-in, airport lounges and more.

Coordinated and tracked experience improvement and new feature plans with department heads.

This is the Singapore government's trade development arm (which has since merged with another government agency). I led the customer support and CRM teams here. Key achievements include launching physical visitor centre and strategic positioning for next CRM platform (ask me why I rejected spending a 7 figure sum to replace it).

This is the world's largest operator of serviced apartments. I co-managed new CX strategy and positioning plans for Ascott's major brands (Ascott, Somerset, Citadines), including workshops and crafting of implementation plans.

New Aim is Australia's largest private ecommerce operator. I managed the customer support team and strategy. Process changes led to positioning New Aim from 4th to 1st among major competitors. Also co-created digital drop-shipping portal.

This company started as Car Next Door, later being acquired and rebranded as Uber Carshare. I managed the customer support team and strategy. Led expansion of overseas and local support teams, and changes in process to reduce onboarding, approval and support time frames.

Also led Zendesk improvement and integration for the company.

A Melbourne success story, Computershare is the world's largest share registry and also a large essential communications provider. I led research, design and creation of the first CX consulting product to be sold out of Computershare.

Australia's largest telco. I managed an NPS program (led to NP improvement by ~30 points). Also conducted Customer Experience workshops between nbn and Telstra, leading to co-creation of a new nbn based broadband product

Led workshops and service blueprint creation for new hybrid digital product combining existing REA product with a 3rd party product (Realtair). 

Managed Zendesk and implemented automations and APIs, leading to improved customer experience and savings of several hundred hours of manual work. 

Led research and strategic positioning of "purchase confidence" proposition for OnePass shopping subscription program, leading to a unique 365 day "change of mind" policy for all participating OnePass members and brands (Bunnings, Kmart, Target, Priceline, Officeworks) 

Researched, designed and delivered first strategic iteration of innovative and high value new digital experience across Bupa Healthcare Centres, and also digital navigation strategy across Bupa's major digital assets.