One Big Switch Mass Media Campaign

I managed delivery and operational readiness for the Coles Insurance One Big Switch campaign activities.

Business problem

• Ensure operational readiness, risk management and success of national, publicised campaign
• Ensure a superb customer experience that meets customer expectations and adhere to ACCC guidelines i.e. ‘no hidden catches’

What I did

1. Coordinated staff from operations, marketing, legal, compliance, workforce planning and senior management to prepare for marketing campaign
2. Managed project deadlines, risk assessment and issue tracking
3. Developed call centre processes, scripting and 
4. Developed customer-facing FAQs to be used externally by media outlets, websites and materials
5. Managed social media monitoring and customer experience KPIs for campaign
6. Built, designed and delivered training material, as well as practical skills assessments to ensure staff competency as well as engagement communications
7. Developed call predictions for budgeting call volumes and workforce planning
8. Ensured the right processes were in place for stabilisation and post-implementation (e.g. commission payments, renewal communications, etc)
9. Managed daily project updates and communications with One Big Switch CEO, alongside internal Head of Sales & Service and Underwriting Manager.

Outcomes

• Communications to customers were consistent, all questions were answered about campaign terms and eligibility
• Frontline staff knowledgeable, ready and skilled for the campaign, <0.1% complaints
• Grade of Service (GOS) and Sales Conversion exceeded target due to effective workforce planning and staff engagement activities

Artefacts