Joanne Jackson
Transformation Director at Frucor Suntory- Claim this Profile
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Bio
Sarah Foxe
Joanne is an experienced Executive who has an enormous capacity to deliver significant business outcomes and change. She is customer-centric with an inquisitive mind and always seeks to understand the outcome and ultimate benefit of any work. As a transformation leader, Joanne is well versed in Agile and has empowered many teams in her previous roles and at the City of Sydney, in adopting agile ways of working. Joanne is one of the most engaged Executives I have met; she is not afraid of rolling up her sleeves to get in amongst the work and always leads by example. She equips her people and teams with the skills and the tools they need to deliver. With high emotional intelligence, Joanne’s stakeholder engagement is a key strength. She genuinely seeks to understand her superiors, peers, and direct reports. She empowers and takes people on the change journey, unleashing potential and creating ownership within the business. It was a pleasure to work alongside Joanne during her time at the City of Sydney. Joanne sets a pace like no other and can convert strategy into delivery outcomes, driving lasting and meaningful change.
Simon Vatcher
Joanne is proactive, well connected to her teams and those she works with and able to encourage outcomes with conviction whilst ensuring people enjoy the journey. In my time with Joanne, both in strategic roles and transformation roles, targets were achieved and the benefits to the business realised. But not at the expense of culture or engagement with our people. Joanne is personable, articulate and has strong cross functional knowledge meaning an ability to take on varying roles and apply her skillset to achieve the need. I would happily hire and work with Joanne again.
Sarah Foxe
Joanne is an experienced Executive who has an enormous capacity to deliver significant business outcomes and change. She is customer-centric with an inquisitive mind and always seeks to understand the outcome and ultimate benefit of any work. As a transformation leader, Joanne is well versed in Agile and has empowered many teams in her previous roles and at the City of Sydney, in adopting agile ways of working. Joanne is one of the most engaged Executives I have met; she is not afraid of rolling up her sleeves to get in amongst the work and always leads by example. She equips her people and teams with the skills and the tools they need to deliver. With high emotional intelligence, Joanne’s stakeholder engagement is a key strength. She genuinely seeks to understand her superiors, peers, and direct reports. She empowers and takes people on the change journey, unleashing potential and creating ownership within the business. It was a pleasure to work alongside Joanne during her time at the City of Sydney. Joanne sets a pace like no other and can convert strategy into delivery outcomes, driving lasting and meaningful change.
Simon Vatcher
Joanne is proactive, well connected to her teams and those she works with and able to encourage outcomes with conviction whilst ensuring people enjoy the journey. In my time with Joanne, both in strategic roles and transformation roles, targets were achieved and the benefits to the business realised. But not at the expense of culture or engagement with our people. Joanne is personable, articulate and has strong cross functional knowledge meaning an ability to take on varying roles and apply her skillset to achieve the need. I would happily hire and work with Joanne again.
Sarah Foxe
Joanne is an experienced Executive who has an enormous capacity to deliver significant business outcomes and change. She is customer-centric with an inquisitive mind and always seeks to understand the outcome and ultimate benefit of any work. As a transformation leader, Joanne is well versed in Agile and has empowered many teams in her previous roles and at the City of Sydney, in adopting agile ways of working. Joanne is one of the most engaged Executives I have met; she is not afraid of rolling up her sleeves to get in amongst the work and always leads by example. She equips her people and teams with the skills and the tools they need to deliver. With high emotional intelligence, Joanne’s stakeholder engagement is a key strength. She genuinely seeks to understand her superiors, peers, and direct reports. She empowers and takes people on the change journey, unleashing potential and creating ownership within the business. It was a pleasure to work alongside Joanne during her time at the City of Sydney. Joanne sets a pace like no other and can convert strategy into delivery outcomes, driving lasting and meaningful change.
Simon Vatcher
Joanne is proactive, well connected to her teams and those she works with and able to encourage outcomes with conviction whilst ensuring people enjoy the journey. In my time with Joanne, both in strategic roles and transformation roles, targets were achieved and the benefits to the business realised. But not at the expense of culture or engagement with our people. Joanne is personable, articulate and has strong cross functional knowledge meaning an ability to take on varying roles and apply her skillset to achieve the need. I would happily hire and work with Joanne again.
Sarah Foxe
Joanne is an experienced Executive who has an enormous capacity to deliver significant business outcomes and change. She is customer-centric with an inquisitive mind and always seeks to understand the outcome and ultimate benefit of any work. As a transformation leader, Joanne is well versed in Agile and has empowered many teams in her previous roles and at the City of Sydney, in adopting agile ways of working. Joanne is one of the most engaged Executives I have met; she is not afraid of rolling up her sleeves to get in amongst the work and always leads by example. She equips her people and teams with the skills and the tools they need to deliver. With high emotional intelligence, Joanne’s stakeholder engagement is a key strength. She genuinely seeks to understand her superiors, peers, and direct reports. She empowers and takes people on the change journey, unleashing potential and creating ownership within the business. It was a pleasure to work alongside Joanne during her time at the City of Sydney. Joanne sets a pace like no other and can convert strategy into delivery outcomes, driving lasting and meaningful change.
Simon Vatcher
Joanne is proactive, well connected to her teams and those she works with and able to encourage outcomes with conviction whilst ensuring people enjoy the journey. In my time with Joanne, both in strategic roles and transformation roles, targets were achieved and the benefits to the business realised. But not at the expense of culture or engagement with our people. Joanne is personable, articulate and has strong cross functional knowledge meaning an ability to take on varying roles and apply her skillset to achieve the need. I would happily hire and work with Joanne again.
Experience
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Frucor Suntory
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New Zealand
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Food and Beverage Services
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300 - 400 Employee
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Transformation Director
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Apr 2021 - Present
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Career Break in the UK
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Jul 2020 - Feb 2021
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City of Sydney
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Australia
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Government Administration
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700 & Above Employee
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PMO - Business Change Consultant
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Feb 2020 - Jun 2020
Short term contract to review, design and implement a Change program for the Project Management Office (PMO) operating model. Role included consultation to Executive on options and a hands on approach in the development of the new operating model, including new Governance model and associated processes and templates to support 150 users. I introduced new ways of working including Change Management Framework, including Change Strategy, Change Plan with mitigation strategies as well as the overall Change & Communication strategy. Supporting the implementation of the program I introduced Agile ways of working and took on the role of Coach/Scrum Master to enable the business and manage implementation risk to deliver within 4 months.
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Optus
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Australia
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Telecommunications
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700 & Above Employee
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Program Director & Director Digital Transformation
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Jun 2016 - Jan 2020
Appointed as Director of Transformation to drive a Transformational Change program to enable Optus telecommunications to invest in revenue growth areas. Promoted to the senior leadership team as Director, Strategy, Operations and Transformation, I partnered with the MD to restructure the business unit, before progressing to the role of Director of Digital Transformation, tasked with driving Change and large transformation around digital capability and improve employee and customer experience. Using a business partnering approach to transformation, as opposed to a top down approach, I led major restructuring and outsourcing programs and implementation of digital workforce, Agile, change through ADKAR and Lean ways of working.• As Program Director, Director Digital Transformation, initiated an Agile enterprise roadmap, enabling the business to launch new ways of working, creating a new Digital Transformation team with new capabilities;• As Acting Head of/Director, Strategy, Operations & Transformation, restructured the Strategy, IT, Transformation and Operations team to work as a business partner, using Agile ways of working, improving the efficiency of IT and PMO operations as well as the Change Management Function; • Delivered substantial cost efficiencies by adopting a business partner approach to a regional transformation and outsourcing program, enabling, rather than forcing change on employees, gaining buy-in to achieve program objectives.
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Associate Director, Product Business Operations & insight
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May 2014 - Jun 2016
As part of Optus’ expansion into business applications (voice, fixed, ICT, cyber, cloud, business applications & solutions) to stay ahead of the shift towards solutions provision in market. Promoted to the role of Associate Director, Business Applications & Solutions Business Operations with responsibility for strategic and operational insights driving the delivery of revenue targets. Progressing to Associate Director, Product Business Operations & Insight, I became 2iC to the VP for Product for business operations for a high value portfolio, bringing a fresh Change, CX and transformation lens to the business. Contributing to the creation of a new cyber business and the continued business operations management for the ICT & fixed lines of business.• Delivered on forecast and target numbers by development new go-to-market strategy, business model and management frameworks to monitor and optimise P&L performance.• Supported the implementation of a new cyber security business by integrating a regional acquisition, building an Advanced Security Operations Centre (ASOC) to demonstrate security capability to clients;• Improved professional services margin, via the delivery of improvement programs involving a re-engineering of solution design and service delivery;• Participated in Optus Talent Program which is run for the top 2% of staff.
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Customer Experience Consulting Manager
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Aug 2012 - May 2014
Joining the Customer Experience leadership team, I supported the Change and transitioning of the company from a service mentality to a customer-first mindset, while ensuring the shift was seamless in delivery. Implementing global best practice in customer-led thinking and Change Management, I helped to establish Optus as a sector leader in CX. Influencing up to and at senior leadership team level, I drove step changes in thinking and delivered to targets and budgets.• Distributed insights across 60% of the customer base by designing and implementing the Voice of Customer Research program, critical to defining a strategy for improvement;• Improved NPS results by +15 points by utilising insights from the Voice of Customer program;;• Gained executive approval to incorporate NPS into sales organisation metrics and incentive structures. • Participated in Optus Talent Program which is run for the top 2% of staff.
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Citi
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Mexico
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IT Services and IT Consulting
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100 - 200 Employee
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Senior Manager, Customer Loyalty & Marketing Innovation
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Aug 2010 - Jul 2012
Appointed as Senior Manager, Service Strategy, I drove a Change Program based on continuous improvement to embed CX and CI into service strategy, contributing to seamless bank-wide service. Progressing to Senior Manager, Customer Loyalty & Marketing Innovation, I led a team of managers in the execution of a bank-wide Customer Loyalty Strategy and brand campaign. • Moved the bank into the future with CX strategy, including NPS, improving customer satisfaction by 35% by driving operational improvements across key customer touchpoint areas; • Reduced complaints by 73% through delivery of the new strategy, reporting and monthly SLT forums, resulting in significant cost reductions; • Participated in Citibank’s Elevate Talent Program which is run for the top 2% of staff.
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Initiative Change Manager, Customer Experience
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Apr 2009 - Jul 2010
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Initiative Change Manager, Service Support
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Apr 2007 - Mar 2009
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Roche Pharma AG
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Germany
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Chemical Manufacturing
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ITIL IT Service Manager, Transformation Consultant
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2006 - 2006
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Centrica
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Colombia
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Human Resources Services
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1 - 100 Employee
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ITIL Service Management Transformation Programs
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2001 - 2006
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Education
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1998 - 2001
Aston University
BSc, Business Studies
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