Customer Insights & Operations Manager

From 2015 – 2018, I owned the Customer Insights and Operational Support functions for Insurance Australia Group.

• 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