I am a customer experience senior executive with over 20 years experience across industry and sector.
After starting my career in hospitality and retail, I moved into Financial Services where my passion for customer experience originated. I also have experience in telecommunications.
In recent times I have focused on public transport and mobility from both a private and public sector perspective across multiple organisations.
My expertise is centred in leading large and complex teams as well as the design and development of strategy to deliver exceptional experience to significant and diverse customer bases as well as using human centred design and lean six sigma methodology.
Key programs I was responsible for delivering include the introduction of electronic ticketing for the train network in NSW Australia, as well as the origination and delivery of on demand transport.
I currently work with John Holland as Director of Customer Experience and am responsible for the development, implementation and validation of customer experience strategy across our corporate and contact business functions.