Experience

Queensland Revenue Office

• Government Administration
• 100 - 200 Employee

• Behavioural Economics Lead

  • Aug 2018 - Present

  I lead a team of solution delivering high performers and provide advice to improve compliance outcomes through behavioural economics interventions. I am responsible for raising awareness and growing the behavioural economics capability, encouraging application of the principles across the organisation.My team and I use behavioural insights to diagnose problems and design effective solutions. We also conduct research and thorough data analysis to evaluate our solutions. This ensures our solutions are effective and based on empirical evidence.Embedding Behavioural Economics within the Queensland Revenue Office includes;• strategic business planning• client profiling and new client engagement approaches• stakeholder engagement to assist with implementation of client-centric and behavioural economics principles across the organisation• tailored interventions & data analysis• development of methods, tools and models to improve client interactions Show less

• Behavioural Economics - Senior Analyst

  • Sep 2015 - Present

  Embedding Behavioural Economics within the Office of State Revenue. My responsibilities include;• strategic business planning• client profiling and new client interaction approaches• stakeholder engagement to assist with implementation of client-centric and behavioural economics principles across the organisation• tailored interventions & data analyses• embedding behavioural economics into business as usual• leading inter and intra-divisional culture change activities: planning and implementation of activities to ensure alignment with organisational culture plan and Human Synergistic Circumplex results• development of methods, tools and models to improve client interactionsI have successfully implemented Behavioural Economics approaches across diverse areas. Show less

• Senior Revenue Officer

  • Jan 2013 - Sep 2015

  Responsibilities included;- Day to day management of a team of Revenue Officers- Performance Management, Achievement and Development Plans, rostering and Quality Assurance- Assisted in implementing new client complaints process and training- Compiled weekly and monthly reports for Directors and the Executive Management Group- Telstra WebCC Supervisor and Administrator )- A Vision6 administrator, drafted communication for OSR regarding website decommission- Developed and recorded webinars for external stakeholders regarding OSR website decommission- Mentored, trained and coached staff on Vision6, dealing with difficult clients and phone etiquette Show less

• Business Analyst

  • Feb 2012 - Jan 2013

  Responsibilities included;- Provided RMS support and expert advice to key users in OSR and external agencies on processes and functionality - Processed change requests and system enhancement requests for developers - Completed daily analysis of RMS, auditing reports and investigating discrepancies- Analysis of large volumes of data and made recommendations on business solutions to system limitations- Developed and maintained business process and procedural documentation for RMS users- Manage service requests and issues reported by system users to identify the cause and potential solutions- Liaise with RMS users to manage system enhancements and promote the use of the system in accordance with ‘best practice’ and legislative requirements Show less