Experience

Nearmap

• Australia
• IT Services and IT Consulting
• 300 - 400 Employee

• Customer Experience Manager

  • Jun 2021 - Present



Woolworths Group

• Australia
• Retail
• 700 & Above Employee

• Group Listening (VOC/VOE) Program Manager

  • Oct 2018 - Jun 2021

  • Promoted to lead a team of 4 CX/TX Service Analysts to define and execute the Voice of Customer and Voice of Team Strategy for the Woolworths Group• Defines and influences planning and strategy as the technology owner for VOC | VOT and delivers the CX/TX roadmap across Woolworths Limited with exceptional best practice outcomes• Implements new technologies that enable effective ‘listening’ to customers and team • Collaborates closely with cross-functional teams including Digital, IT, Technology, Marketing, CVM, Legal, Finance, and Operations at the executive and individual contributor levels• Establish and Implement the Group CX Governance Strategy to enable the business to collectively measure and track customer performance. • Synthesised raw information into an understanding of customer and team pain points and opportunities• Launched a Connected Voice of Team (Employee) program expanding the Customer Listening program to the Culture and People Team• Created always-on listening channels increasing active usage from Team Members 2.5K to 40K• Expanded presence across the Group (beyond Australian Food, to Endeavour Group Drinks, BIG W, Countdown and portfolio businesses)• Increased responses from customers from 0.5M to 1.5 M• In-housed Customer Feedback Management tool to enable rapid expansion of the program • Launched Digital Feedback mechanisms to listen to our Digital customers• Owned and managed the software platform for customer and team feedback (from customer to employee data) and migrated it onto the Google Cloud platform from Teradata

• Voice of Customer Program Manager

  • Oct 2016 - Oct 2018

  • Step-changed the ‘Voice of Customer’ program launching and embedding customer feedback at the fingertips of frontline operations• Accountable for evolving and implementing the Voice of Customer Program, a massive investment in communication to drive high integrity data as the foundation for making exceptional business decisions • Implemented and managed the technology backbone of the program Powered by Medallia• Engaged and educated Store, Group, Zone and State Managers as well as the Support Office Team Member on the importance of having high integrity customer information on how to engage best and use CX feedback• Provided actionable insights from structured and unstructured data and text, evolved the survey, methodology, channels and time for customers to give feedback• Delivered tangible and actionable outcomes from Customer Feedback to solve business problems, such as Customer-Led Checkouts and the Customer Service Program

• Store Support Specialist/Project Coordinator

  • Oct 2015 - Oct 2016

  • Seconded to the Woolworths Rewards Team to ensure the 'Customer, Team, Food’ message delivered in all aspects of the Loyalty Program; offered a permanent role after four months• Ensured clarity and conciseness of message to the field driving and delivering cultural change• Provided the Loyalty Leadership Team with critical insights from the Voice of Customer Program• Implemented a Team Google Site to enabling the team to Organise, Communicate and Act through facilitating access to Incident Management Software and Risk Register • Set up the Store Loyalty Support Function and Incident Management Framework; subsequently adopted by the wider Loyalty and Customer Data Team

• Store Duty/Replenishment Manager

  • Aug 2014 - Oct 2015

• Store Team Member

  • Jun 2010 - Aug 2014