Experience

• 

  Tong & Peryer

  • Hastings, Hawke’s Bay, New Zealand

  • Branch Manager

    • Sep 2023 - Present
    • Hastings, Hawke’s Bay, New Zealand

    Funeral home & End-of Life Planning

• 

  Terry Longley & Sons

  • Havelock North, Hawke’s Bay, New Zealand

  • Funeral Director / Embalmer

    • May 2022 - Present
    • Havelock North, Hawke’s Bay, New Zealand

• 

  Time4... Coaching

  • AUCKLAND / NAPIER, NEW ZEALAND

  • Certified Life Coach

    • Aug 2019 - Present
    • AUCKLAND / NAPIER, NEW ZEALAND

    Qualified as Life Coach through the NZ Institute of Business

• 

  STEVE SHAW

  • Napier, Hawke’s Bay, New Zealand

  • Service Design Consultant

    • Feb 2022 - May 2022
    • Napier, Hawke’s Bay, New Zealand

    Making technology work for customers

• 

  NOW NZ Limited

  • Napier

  • Head of Business Sales and Service Delivery

    • Jan 2020 - Feb 2022
    • Napier

• 

  Vodafone

  • Transition Manager

    • Jan 2019 - Oct 2019

    Responsible for the transition of Customer Operations to offshore partners (1100 FTE) and the co-development of the 5 year digital transformation strategy including, CX journey mapping (including customer research and design workshops) Service Experience re-design, Universal Agent design, proactive care modeling, knowledge management strategy and input to the business intelligence and reporting and technology designs and functional working models.

  • Head of Customer Experience Delivery

    • Apr 2018 - Jan 2019

    Leading a team to deliver quality customer experiences through our multi-channel customer operations. This work included enterprise wide Go to Market process re-engineering, partner sourcing modeling, technical simplification (4 systems to 1) service design including customer migration strategy and workflow.

  • CX Programme Lead

    • Apr 2017 - Apr 2018

    Leading a programme of work where our front-line design the customer experience for customer operations

• 

  Suncorp New Zealand

  • Auckland, New Zealand

  • Lead, Customer Strategy - Customer Strategy, Experience & Innovation

    • Jan 2016 - Apr 2017
    • Auckland, New Zealand

    The role transferred to the NZ business to support the development a 3-5 year customer strategy for Suncorp NZ (new operating model) leveraging existing assets, extending the business proposition and build a differentiated business model focusing on the future.Primary focus is to develop and deploy strategic customer initiatives, insights that inform the customer experience and organisational wide business transformation (market platform, partners, digital delivery of the customer experience)

• 

  Suncorp Group

  • Australia
  • Financial Services
  • 700 & Above Employee

  • Senior Leader - CI Customer Strategy

    • Jan 2015 - Dec 2016

    Development of multichannel (Direct and Intermediated) customer strategies for the Commercial Insurance functions (5 brands – Home Business to Global segments).Primary focus was in the development and delivery of the customer value proposition framework, customer journey mapping with a focus on the reduction of customer pain points, digital transformation of SME based sales and service channels, customer persona development and deployment, customer insights (VoC), reduction in customer effort and simplification and integration of technology and related processes in line with new technology platform releases.

  • Sales & Service Manager - Commercial Insurance

    • Mar 2013 - Dec 2015

    Leading the direct sales and service functions for GIO and Resilium operations ($AU40m annual income) and strategic influence of the AAMI and GIO Workers Compensation service centresPrimary focus was to support all direct SME and Med. Enterprise based customers including the adviser network selling insurance solutions nationwide (B2C and B2B)

• 

  Medibank Health Solutions

  • Melbourne Area, Australia

  • Contract Manager (contract role)

    • Oct 2012 - Mar 2013
    • Melbourne Area, Australia

    Managing the capture of contracts and medical provider helpdesk enquiries for the Australian Defence Force contract ($AU1.4b contract)

• 

  2 Degrees Mobile

  • Auckland

  • Head of Business & Complex Service

    • May 2011 - Oct 2012
    • Auckland

    Leading the service delivery functions for business customers at 2degrees (Soho, SME, Corporate and Government). Primary focus included activations, provisioning, inbound customer support, dealer support (tier 1 & 2) and billing solutions (including credit management). The business channel launched in May 2011 and I was heavily engaged in the development of the customer experience frameworks, product development and delivery, capability development and multi-channel customer experience strategies for effective delivery

• 

  Westpac New Zealand Limited

  • Senior Manager - Sales Direct

    • Sep 2009 - May 2011

    Managing direct sales (operations & online) delivered by 120 FTE based in Auckland and Christchurch.Primary focus was responsible for selling consumer banking products including lending, transactional and savings accounts, insurances and cards products.

• 

  Vodafone NZ

  • Support Services Manager - Customer Care Operations

    • Jan 2007 - Sep 2009

    Support Services Manager is an operational role. The function supports customer management activities including activations and provisioning and the collection of debt for all contract business and consumer customers.Time at Vodafone has included a years secondment in Vodafone Egypt. (Nov 07 - Oct 08) Set up and operational management of VFNZ Customer Care operations

• 

  Vodafone Global Enterprise

  • Cairo Governorate, Egypt

  • Service Delivery Manager

    • Nov 2007 - Sep 2008
    • Cairo Governorate, Egypt

    Set-up and first year delivery of the NZ Customer Customer Care Operation based in Vodafone Egypt (136 Agents). The centre managed Pre-pay and low value consumer and business contract customers.

• 

  Southern Cross Healthcare

  • Strategic Resources Manager (contract)

    • Jul 2006 - Dec 2006

    Development of mobile sale capability and national account competence accreditation programme

• 

  Activa Health

  • Customer Care

    • Jan 2005 - Jul 2006

    Sales and Service strategy development and deployment and operations management in a new market within the Healthcare / Health Insurance market in NZ

• 

  Telecom New Zealand

  • Customer Care Manager

    • Jan 2001 - Dec 2002

    Managed Residential and Business Faults operations

• 

  lastminute.com

  • Head of Pan European Customer Care

    • Apr 2000 - Nov 2001

    Managed the Customer Care operations in UK (London) with over riding strategy development and deployment of 6 regional country (european) sites.

• 

  Sitel World Wide (Consulting)

  • London, United Kingdom

  • Managing Consultant

    • Jul 1998 - Mar 2000
    • London, United Kingdom

    Responsible for external customer management consultancy programmes supporting call centre development, deployment and training.

• 

  Clear Communications New Zealand

  • Auckland, New Zealand

  • Various

    • 1990 - 1997
    • Auckland, New Zealand

    Call Centre ConsultancyTelemarketingCustomer Care

• 

  Esso Petroleum

  • Contract Procurement Buyer

    • 1988 - 1989

    Contract megotiation and tender / supplier management