Director

• Aug 2015 - Present

At CXD Labs, your Customers are our focus. We help organisations understand their customers and deliver customer value whilst improving organisational agility and adaptability. To date, I've delivered the following: - Business Architecture: defined the Business Capability Model, Operating Models, Information Models and alignment to strategy and customer experience for companies such as AusPost, Ventia, Australian RedCross, and many others. - CX Strategy: Linking continuous improvement, service design and design thinking to ensure CX teams are structured effectively to continuously deliver customer value. Conducted this for both domestic and international teams. - Journey Mapping: Using journey maps to showcase customer interactions, uncovering pain points, and overlaying customer sentiment to show areas of improvement. In one engagement, involved over 30 SME's to co-design an end to end journey, involving areas from Sales, Marketing, Products, Technology, Projects (technical), Engineering, Finance, Billing and Customer Service to ensure end to end coverage. - Service Design: using the Journey map as a foundation, develop services and processes to enable value delivery to customers and identify pain points. On one engagement was able to uncover $12.1m worth of potential savings due to a customer pain point in projects delivered to a customer. - Customer research: Developed research methods and executed both qual and quant customer research to both validate business cases as well as validating solutions with customers. - Digital enablement: Provided CX thought leadership to digital development teams, working in agile environments and constantly validating with customers. - Leadership: Experience in successfully leading large teams over complex programs across multiple projects. - Thought leadership: Active member of the CXPA and have been on expert panels for the topic of CX and regular contributor to the CX community. Show less

Mentor - CX Strategy and Design

• Aug 2019 - Jul 2020

Consulting Manager

• Sep 2013 - Aug 2015

RXP Services Limited (ASX: RXP) is a listed ICT professional services company providing services to both private and public sectors. RXP provides consulting and professional services to a number of S&P/ASX 50 corporations and government bodies here in Australia. RXP is focused on providing a broad range services including management & business consulting, technology integration, business intelligence & information management, mobile application development, cloud services, project delivery and product support & maintenance services. RXP provides consulting and professional services to a number of S&P/ASX 50 corporations and government bodies here in Australia and has also established its operation in SE Asia (Hong Kong). The Services Line is part of the Project Services Practice in RXP and I am responsible in the development of the Services Strategy and Capability offering to our clients. I am also involved in services delivery, which includes the following: Client: Sensis (Feb 2014 - August 2015) Project: Leading the Process Stream in a transformation Program for Sensis, I lead a team of process analysts to develop streamlined and simplified To Be processes (utilising Six Sigma concepts), anchored by the Customer Value Chain to provide context for a range of identified capabilities, with the ultimate goal to ensure Sensis realises the transformation to become more agile and competitive in the marketplace. Show less

Transformation Lead

• Sep 2011 - Sep 2013

Lead for the Transformation Service Line in MethodGroup, I specialise in delivering BPM and transformation projects, including the following: Client: Swinburne University of Technology (SUT) (August, 2013 - January, 2014) Project: Design and delivery of a Business Process Classification Framework (incorporating elements of APQC), leading a team of Process Analysts to deliver "as is" view of 6 key service areas in SUT, and formulation of a client-centric approach to help shape the "to be" mode of operations. Client: John Holland Group (March, 2013 - July, 2013) Project: Design and delivery of a Business Improvement Framework incorporating Continuous Improvement, Change Management and Human Factors. Client: Medibank Private Limited (September, 2011 - June, 2013) Projects: - New Corporate Product (Rio Tinto) - Rate Change 2012 - MHS Project Transition to BAU - THRIVE (ABW working environment - Virtual Applications): introduced methods to lower paper usage by 40% through pull printing and business case for paperless office - Australian Defence Force contract (SAP Project - with Agency Business module) Show less

Founder

• Feb 2009 - Aug 2013

I founded the concept Integrated Sustainability Management (ISM) in hope that it will empower individuals and organisations to build greener AND economically viable organisations in the future. The vision of ISM is to utilise concepts and tools in Business Process Management (BPM) to reduce an organisations environmental impact whilst maintaining economic viability through process efficiency and waste minimisation. I am very fortunate to lead and work along side a group of like-minded and dedicated individuals to develop the ISM Body of Knowledge and further the ISM cause. Show less

Senior Business Analyst

• Aug 2011 - Jun 2013

Contracted as a Senior BA working for MethodGroup Consulting to deliver projects such as: New Corporate Product: Defining the process architecture for an engagement with a new major corporate client. The level of process architecture doesn't currently exist in Medibank and the result is a reusable asset for Medibank for all future corporate client engagements. Rate Change 2012: Defining & documenting a process involving rate change to product pricing for Medibank and acknowledged as a critical piece of activity for Medibank on an annual basis. Delivered this piece successfully, and the documentation is now used as a business case for process efficiency opportunities for Medibank in the future. MHS Project Transition to BAU: Short term lead on a change management piece involving an intercompany relationship between Medibank and an acquired company. Delivered a series of artifacts including a Governance Structure (from Senior Executive Leadership Team down to Operational Level) with Change Management processes. Federal Government Department contract: Conducted business analysis activities to support the SAP deployment to cater for a contract with a federal government department. Defined business requirements, SAP blueprint, system testing of bespoke and standard SAP functionality, data remediation and deployment. Exposure to MM and Agency Business. THRIVE: Develop Virtual Application strategy to introduce innovative technological solutions for Medibank as they plan to migrate their workforce into a new location, adopting the Activity Base Working (ABW) operational model. Introduced savings of approximately AUD$2million by developing business case propositions for the leadership team. Also introduced methods to lower paper usage by 40% through pull printing and prepared business case for paperless office. Show less

Guest Lecturer

• Aug 2010 - Jun 2013

Invited as a guest lecturer to present the ISM framework I co-founded to penultimate year Engineering students in RMIT University. Presented the concept through the topic of "Sustainable Design in Engineering", introducing them to the GREEN Lifecycle, SPONGE focus areas and the application of the ISM framework to their engineering projects. Invited as a guest lecturer to present the ISM framework I co-founded to penultimate year Engineering students in RMIT University. Presented the concept through the topic of "Sustainable Design in Engineering", introducing them to the GREEN Lifecycle, SPONGE focus areas and the application of the ISM framework to their engineering projects.

Committee Member

• Mar 2010 - Dec 2011

Selected to be a member of the Environmental Advisory Committee, tasked to provide advice to the Monash City Council on matters of environmental sustainability and its impact on the City of Monash. Selected to be a member of the Environmental Advisory Committee, tasked to provide advice to the Monash City Council on matters of environmental sustainability and its impact on the City of Monash.

Business Analyst

• Dec 2010 - Aug 2011

Plan Australia is a fantastic not for profit organisation advocating children rights and empowering children to realise their potential by helping their community. I was fortunate enough to be given the opportunity to join the fantastic IT team to aid with a major system migration effort and an organisational wide change management process. My primary role is to establish a process architecture and business rules to help the vendors understand how Plan operated and their interactions with the legacy system. I developed the enterprise process architecture, worked with the BA's to document over 140 processes across the whole organisation, facilitating workshops at different levels in the organisation and developed training modules on the basics of process mapping (using BPMN) to encourage a process driven culture within the organisation and to establish process champions to continue the work once I finish the contract. This is one of the best organisations I have worked for and enjoy the work and working with the passionate people at Plan immensely. Show less

Senior Business Analyst

• May 2009 - Nov 2010

Worked as a Senior Business Analyst in a variety of engagements: Client: VicRoads Project: Repeat Speeders Trial (RST) The Repeat Speeders Trial (RST) is aimed at reducing speeding behaviour of a specific cohort with a history of speeding. It is a world-first trial of its kind and a key project for VicRoads. As the Senior Business Analyst and BA Lead, I delivered the following: - Leading and facilitating requirements gathering, process mapping and business rules development workshops with both internal and external stakeholders such as DOJ and Victoria Police. - Involved in the tender evaluation process (as a panel member) with vendors across 5 streams of work - Develop and articulate a trial design The project was delivered successfully and my biggest achievement was my proposal for an alternative trial model to the original trial model. This proposal saved the project 8 months of work. Project: Portfolio and Project Financial Reporting Suite Assess the current Project Financial Reporting tool used by the Information Management and Technology (IM&T) and develop a working solution to allow the project managers to better track project financials. As the Lead Consultant and Technical BA, I was asked to: - Project Manage the entire project - Gather requirements for the solution - Code / Develop the solution - End to end testing, including integration with existing systems - Develop and deliver training material The project was delivered successfully and the sponsors for the project received a divisional award for building Organisational Capability thanks to the tool I developed. Show less

Process Documentation Consultant

• Mar 2009 - May 2009

Develop process documentation for the Lending Operations and Institutional Banking processes Develop process documentation for the Lending Operations and Institutional Banking processes

Business Analyst

• Mar 2008 - Nov 2008

Worked as a Business Analyst, focusing on BPI internally within the bank. Documented both As Is and To Be process maps for internal divisions within the Finance Sector (process mapping over 100 processes), facilitated discussions with Decision Support Partners and key stakeholders, experienced in conducting interviews and reviews with SME's, exposed to tools such as iGrafx and Visio, experienced in all forms of process documentation (including all layers of processes - Process, Subprocess, Activity, Task - and also Operating Instructions). Delivered the project on time with great success, ensuring that all documentation was accurate, and all stakeholders were engaged throughout the whole process. Show less

Business Analyst

• May 2007 - Feb 2008

Post-implementation support, onsite technical support, development of Macros for patch prototyping, developed Business Requirement Documents, Process Documentation, and also Testing. Post-implementation support, onsite technical support, development of Macros for patch prototyping, developed Business Requirement Documents, Process Documentation, and also Testing.