Salesforce Experience Cloud

I manage the Salesforce Experience Cloud product for the connections business.


Acqueon Dialler

Implementation of Acqueon Engagement dialler, with Amazon Connect automations, flows and Salesforce Service Cloud Voice integration.


Avaya Telephone Migration Program

I managed the Avaya Telephony migration program for the connectnow business. Integration Platform

I managed the API Integration with Salesforce, providing the B2B business with valuable insights around rental market and property sale listings as well as real estate agency insights.


Salesforce Marketing Cloud Onboarding

I worked closely with Datarati and Salesforce to scope, design and develop customer journeys and whitelabel solutions for the connectnow business.

OwnBackup Data Loss Prevention

Managed the procurement, onboarding as well as ongoing product owner, routines, governance and protocols for the OwnBackup solution, with integration to Salesforce Sandboxes and Production environments for the AGL Energy real estate connections business.

Kolmeo Tenancy Journey

I worked closely with the Kolmeo App Developers to design a utilities connections experience, merging real estate process with utility industry proposition.

Honey Insurance Launch

Managed the onboarding, CX design, operational delivery and routines for the Honey Insurance and AGL Energy partnership.

Consent Management Process Governance

I designed a future-proof consent management process for AGL Energy encompassing multi-product energy, telecommunications and insurance consent, ensuring compliance with regulatory reforms as well as setting the standard for one-click opt-out for the connections business.

AWS & Amazon Connect Product Owner

I'm the Product Owner for the AWS Platform at AGL Energy Real Estate Sales and Utility Connections business.

Residential Tenancies Act Regulatory Review

I managed regulatory impact assessment and preventative controls for the AGL Energy Real Estate Connections business as a result of the Residential Tenancies Act reform.

Salesforce Service Cloud Implementation

End-to-end program delivery and investment case for Salesforce Service Cloud.

Whispir SMS Platform Product Owner

I manage the Whispir SMS Platform for the connections business.


Salesforce Shield Implementation

Managed the end-to-end Salesforce Shield Implementation, Investment Case, Build, Test and Delivery.

Security Penetration Testing Program

I manage the Security Penetration Testing program for the connections business including scoping, routines, risk management and defect resolution.

Salesforce Sales Cloud Implementation

Managed the end-to-end delivery program, resourcing, budgets, implementation for Salesforce Sales Cloud B2B Investment Case.

Innovation Manager

From 2020 onwards, I've been a senior leader managing innovation, marketing, channel partners, change management, customer experience and employee experience programs at AGL Energy Real Estate Sales business.

AGL Energy Digi T&Cs

Proposals, design, approvals and technical implementation of a Digital Contract Solution to improve CX, operational efficiency and compliance.

1form Campaign Management

I rapidly prototyped a platform integration solution and designed, scoped and iterated on solution designs to optimise digital sales through an integrated lead management platform which processed over 200,000 utilities connections requests.


Connection Heroes Program

I designed, built and launched the Connectnow Connection Heroes program.

PCI-DSS Compliance Management

Since 2019, I've managed the PCI-DSS Processes, Governance, Routines and Auditing Program for the AGL Energy connections & real estate partnerships business, including the insurance product suite.

Campaign Monitor Management

I manage the Campaign Monitor whitelabel agency platform for the connectnow whitelabel brands, including design, development of email templates, testing, A/B split testing for B2B and B2C communications, automated customer journeys and integrations with CRM.

LUMA Institute HCD Bootcamp

Completed the LUMA Institute Human Centred Design Bootcamp.

Victorian Default Offer, Default Market Offer

I managed the regulatory review, risk management, operational delivery and quality assurance programs for the implementation of Regulatory Overhaul for the Victorian Default Offer, and Default Market Offer (NEM) for the AGL Energy connections / real estate sales business.

Retail Price Information Guidelines Regulatory Implementation

Managed Regulatory overhaul for the National Energy Markets, impacting Price Disclosures

Change Mangement Governance

I evolved the Change Management Program, so the team could collaborate quickly, prioritise effectively and manage risks tightly.

Future Leaders Mentoring Program 

From 2019 - 2023, I participated as an industry mentor for emerging leaders as part of the SMAART Future Leaders Mentoring Program.


Payment Difficulty Framework Implementation

Managed implementation of the new framework, governance, training and compliance monitoring.

Customer Insights Uplift

I rapidly transformed the Customer Insights capability for connectnow, driving statistically significant data, and lifting public review scores. Connection Services

I managed the tender process, CX design, whitelabel implementation and operational readiness for Connection Services.

Telstra Dealer Onboarding

I managed the partnership tender, dealership agreement, operational readiness, change management, training, technical implementation and sales performance for the AGL Energy x Telstra partnership.


IAG Customer Immersion Program

Managed and coordinated in-home customer interviews across Melbourne, Sydney, Brisbane, Adelaide and Perth, as well as Human-Centred Design workshops, resulting in significant improvements in customer satisfaction and brand advocacy.


HCD Bootcamp Facilitator

Co-facilitator for the HCD Bootcamps in IAG Sydney.

Voice Analytics Program

I designed and implemented a Voice Analytics Program for IAG Satellite.

Change & Internal Communications Strategy

I designed, implemented and managed the Change & Internal Communications Framework and routines for Coles Insurance.

Customer Maturity Model

I managed and improved the Customer Maturity Model for IAG Challenger across Coles Insurance, SGIO and SGIC brands.


Knowledge Management Software

I procured and implemented a Knowledge Management framework and software for Wesfarmers Insurance.

IAG By Design HCD Bootcamp

I completed the IAG By Design HCD Bootcamp.

Sales & Service Quality Program

I designed and implemented the Coles Insurance Sales & Service Quality Framework.

Customer Insights & Operations Manager

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


Project Express – iOS App

Available in eight languages – with Project Express, anyone can easily create and manage home and business projects on an iPhone or iPad.

Continuous Improvement Program

I managed Continuous Improvement Program for the Coles Insurance, KMART Tyre and Auto Insurance, Lumley Special Vehicles and Lumley Retail Warranty business.


One Big Switch Mass Media Campaign

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

Training & Capability Program Owners

Managed the Induction Training and Skill Capability program for Wesfarmers Insurance brands, including onshore and offshore call centres.


Process Governance & Knowledge Management

Process optimisation, business improvement, reporting and data analysis – Lean Six Sigma


Japanese for Beginners – 3x iOS Apps

Since 2011 - over 42,300 students have downloaded my Japanese for Beginners apps


Web Design & Development - Private Contracts

Since 2010 onwards, I've managed private contracts for Website Design and Development for Sole Traders and Small Businesses, under my brand InternetStack.


Knowledge Manager

From 2009 - 2013, I owned process governance and knowledge management for Origin Energy.

SharePoint Migration Project Lead

Intranet & Internal Communication


Process and Knowledge Management

Knowledge and document management, internal communications
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