About Dale.
I’m an Experience Designer which means I love all things:
- Innovation strategy
- User experience and interfaces
- Visual and product design
- Copywriting and storytelling
- Business and process optimisation
- Development and coaching
Places I’ve worked
AGL (connectnow)
Senior Leader
- Lead, coach and develop people, building strong capability across multifunctional teams
- Manage staff onboarding, induction, development and engagement framework and processes
Marketing, Channel and Change Management
- Manage B2B and B2C communications, marketing pipeline and support events planning
- Deliver change pipeline across marketing, systems, product launches and organisational change
- Drive product and customer growth through effective relationship management with retail partners
- Manage tenders, contractual negotiation and onboarding for new partners and whitelabel brands
- Content management lifecycle across brand, product and legal teams, internal and external
- Support onboarding real estate offices (referral partners), training and retention programs
- Strong compliance and understanding of energy, financial, telecommunications regulatory frameworks
Customer and Employee Experience
- Improve overall customer advocacy, driving brand awareness and driving sales conversion
- Embed Human Centred Design (HCD) practices and User Experience (UX) principles
- Manage Net Promoter Score (NPS) surveys and customer insights
Read my Legendary Customer Success story - Manage employee Net Promoter Score (eNPS) processes, engagement and change management
Proud achievements
Insurance Australia Group
Customer Experience & Knowledge Management
- Develop and manage customer insights model and NPS program
- Manage call insights, customer surveys and voice analytics
- Embed Human Centered Design (HCD) practices within organisation
- Continuous improvement, reporting and data analysis – Lean Six Sigma
- Negotiate with process owners to deliver end-to-end process improvements
- Procurement and implementation of Knowledge Management software
- Customer Service Knowledge Management (CSKM) strategy and governance
- Strong experience in content authoring, publication and engaging media
- Maintain standardised training modules, materials and assessments
- Development of training facilitators to ensure high quality training delivery
- Design and implement customer experience quality framework
- Manage quality operations and drive engagement through quality program
- Build and develop customer contact strategy for retail brands
- Scope, brief and test e-communications and email marketing
Origin Energy
Knowledge Management & Communications
- Manage communications for business process change and readiness activities
- Advocate Information Architecture methodology
- Enhance quality, standards and usability of Intranet pages
- Develop, maintain and champion Intranet policies, procedures and processes
- Communicate appropriately around sensitive topics and contingency operations
- Strong experience in content authoring and engaging media
- Content publication and management, content reviews and updates
- Facilitate knowledge sharing, review and auditing
- Prepare, design and provide training for knowledge solutions
- Develop, test and engineer Best Practice Procedures and Work Instruction documentation
- Provide technical advice on all aspects of process implementation and measurement
Web developer
I love helping small businesses manage their online presence.
Web Development
- Develop, design and evaluate web-based solutions
- User acceptance testing, design and evaluation
- Object-oriented programming for web development
- Content extraction and data migration for online solutions
- Authorised Domain Name and Web Hosting reseller
- Authorised Customer Monitor reseller and communications developer
- Apply user interface design principles
- User-centred design techniques (working with end users)
- Usability principles, accessibility guidelines and standards
Things I’ve created
Project Express
Over 34,900 professionals love Project Express
Project management for home and work – with Project Express, anyone can easily create and manage projects on an iPhone or iPad. It’s quick to schedule and manage your tasks. Update the progress of your tasks at anytime away from your desk such as when you’re in a meeting or in transit.
View projects either as a list or timeline (Gantt Chart) and keep track of progress, making sure you complete all tasks on-schedule. It’s easy to share your project with others too – just swipe to export your project to PDF format to share easily with your team, executives and stakeholders.
● Easily manage projects at work or at home
● Work with multiple projects and tasks
● View tasks as a list or as a timeline (Gantt Chart)
● Quickly update the progress status of tasks
● Add detailed notes and resources to tasks
● Swipe to export in PDF format and share with others
Available in: ENGLISH, 日本語, 中文, DEUTSCH, РУССКИЙ, 한국어, FRANÇAIS, Türkçe
Hiragana and Katakana for Beginners
Over 35,700 students trust Hiragana and Katakana for Beginners
A quick reference guide for learning Hiragana and Katakana (Japanese Characters), diacritics (voiced accent marks) and digraphs (compound characters).
Ideal for students who are just starting to learn Japanese, this reference guide will help you to remember the characters. You can also practice stroke order, learn the pronunciations using flashcards and easily mark the characters you have learned to make learning easy.
Kanji Essentials
A quick reference guide for learning the 1,945 General-Use Kanji officially documented by the Japanese Ministry of Education.
Ideal for students who already know Hiragana and Katakana, this learning tool will help you to:
– Remember Kanji readings (Onyomi & Kunyomi)
– View and practice Kanji stroke order
– Learn Kanji compound words
– Listen to Kanji pronunciations
– See how Kanji is used in real sentences