Experience

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  SmartMeasures

  • Edinburgh, Scotland, United Kingdom

  • Behavioural CX Specialist

    • Nov 2022 - Present
    • Edinburgh, Scotland, United Kingdom

    SmartMeasures is an AI/Behavioural Science start-up based in Melbourne. I am the Behavioural Scientist part of the equation, crafting treatments aimed at influencing customer behaviours.The team at SmartMeasures genuinely cares about how large organisations treat their customers, and the good news is that all large organisations have a ton of existing data that identifies when a customer needs help.Our AI-driven solutions are revolutionary. They utilise cutting-edge technology to predict customer behaviours and employ the 'nudge' theory to shift those behaviours toward desired outcomes. Whether preventing churn or encouraging prompt bill payments, our platform proactively nudges customers in the right direction.Unlike traditional approaches, our solution operates continuously, constantly learning and adapting to deliver results far exceeding the investment. We're committed to ensuring our clients reap the benefits, so we provide expert oversight and deliver comprehensive weekly reports on activity and savings.At SmartMeasures, we're not just handing over the keys and crossing our fingers for success. We're actively partnering with our clients to achieve their desired outcomes, ushering in a new era of proactive and effective customer engagement.

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  Heriot-Watt University

  • Edinburgh, Scotland, United Kingdom

  • Masters Student - Business Psychology

    • Sep 2023 - Present
    • Edinburgh, Scotland, United Kingdom

    The MSc Business Psychology aims to provide an in-depth understanding of the psychological mechanisms that drive positive behaviours and performances in the workplace.

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  Purposefully Human

  • United Kingdom

  • Strategic Advisor

    • Jan 2024 - Present
    • United Kingdom

    Purposefully Human exists to promote the benefits of creating organisations that work with and celebrate what it means to be human globally. We provide Advocacy, Support, Resources, and a Community space. My current role is as a strategic advisor to the founder as we navigate the early stages of this exciting venture

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  People CX

  • Founder & Chief Strategist

    • Feb 2019 - Present

    We work to inspire, enable and support business leaders to achieve commercial goals through partnerships based on trust, continuous growth, learning and a unique approach to ecosystem thinking.

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  CXFocus Newsletter

  • Australia

  • Webinar content producer and facilitator

    • Feb 2022 - Dec 2023
    • Australia

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  Brisbane City Council

  • Brisbane, Queensland, Australia

  • Organisational and People Development

    • Dec 2022 - Jun 2023
    • Brisbane, Queensland, Australia

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  Zarraffa's Coffee

  • Organisational and People Development

    • Feb 2022 - May 2022

    A strategic partner in a short term contract to set the business up to develop and execute key organisational and people strategies, helping to bring the company's vision to life.

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  Sprout Strategy

  • Head of Human Experience

    • May 2019 - Feb 2022

    Sprout is a team of expert, curious minds and deep, real-world expertise in Customer Experience, Design and Research. In an era when we are continually needing to prove the value of a focus on Customers, we work with business leaders in Australia and New Zealand who need to understand their ecosystem and unlock the potential within it.

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  Forrester

  • Sydney, Australia

  • Senior Advisor - Customer Experience Council

    • Nov 2016 - Feb 2019
    • Sydney, Australia

    Based in Sydney and serving members across the Asia-Pacific region, my role involved working with CX leaders, helping them to drive their customer experience transformation efforts. Through facilitation of best-practice sharing among a community of CX practitioners and Forrester analysts, my clients were armed with insights on various aspects of CX management, including vision and strategy development, voice of customer analytics and measurement.

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  Ergon Energy Retail

  • Brisbane, Australia

  • Customer Experience Manager

    • Mar 2015 - Nov 2016
    • Brisbane, Australia

    Working with the Retail business at a time of volatility and change in the energy industry is providing excellent opportunity to work with the Executive team to adopt customer centric philosophies. My team is responsible for the development and implementation of customer insight research, digital engagement strategies and channel optimisation. We work closely with the Product and Business Development teams as well as Front Line Operations as we move the business towards a new era of renewable energy.

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  Auto & General Services

  • Brisbane, Australia

  • Customer Experience Manager

    • Nov 2012 - Mar 2015
    • Brisbane, Australia

    A passionate advocate for the customer and the employee, I was the key influencer in shifting the Auto & General business towards customer centricity, developing balanced and achievable actions and future strategies. My achievements were provided with external validation with recognition as an ABA100 Winner for Service Excellence at The Australian Business Awards 2014. The award recognises organisations that have achieved outstanding results through initiatives that demonstrate leadership and commitment to service excellence.

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  Auscontact Association

  • Brisbane, Australia

  • Various roles including Chapter Chair (2010-11), Professional Development & Secretary

    • Feb 2004 - Feb 2015
    • Brisbane, Australia

    Volunteer positions on local chapter of Auscontact (formally the ATA), the association that is the united voice for the contact centre industry in Australia, connecting people, industries and organisations, locally and globally, to deliver excellence in customer contact experience.

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  A&G Insurance Services

  • Training Manager, Call Centre Operations

    • Feb 2009 - Oct 2012

    Responsible for all facets of learning & development for contact centre of 350 staff, including induction, on-going skills based development and leadership development based on a leadership pipeline model.

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  Australia Post

  • Australia
  • Consumer Services
  • 700 & Above Employee

  • National Skilling Coordinator, Contact Centre Channel

    • Nov 2006 - Dec 2008

    Responsible for national training strategy and customer experience research for 6 call centres

  • Training & Recruitment Coordinator

    • Apr 2002 - Nov 2006

    Responsible for recruitment and training activites for 150 seat call centre. Wrote position descriptions, developed recruitment and training strategy and created a leadership development program.