Experts and advisors
My focus is on leading the effort to build a growth focused and customer obsessed business filled with inspired people.
I’m bilingual in business + customer and think very differently to other senior leaders.
Business: I'm the Chief Customer Officer at CFS reporting directly to the CEO. I sit on the Senior Executive Leadership team where we manage $150b for 1.1m Australians.
As the CCO, I'm responsible for customer growth, engagement and retention. This includes the design and execution of the end-to-end experience delivered to the 1.1 million individual customers of CFS.
I'm responsible for a team of 130 across the following teams: Marketing & Communications, Brand, Events, Corporate Affairs, Digital, Digital Advice, Design, Customer Experience, Data & Analytics, Complaints, Customer Advocacy & Vulnerable Customers
I joined the financial services industry in 1998. I have deep global experience having worked in executive roles in the UK, China and the USA across distribution, strategy, marketing and administration. I have worked in both the institutional and retail markets.
Prior to joining CFS in 2010, I led the Global Innovation Council and was the China entry business lead for Russell Investments.
I hold an MBA from the University of Sydney where I also teach MBA and Masters students. I sit on a number of Boards and I also present regularly at industry events.
Customer: I’m committed to delivering world-class products, services and customer experiences that drive acquisition, retention, advocacy and business results. I advocate for an ethical design-led approach which focuses on customer empathy, experimentation and innovation.
I’m also committed to driving an ethical customer centric culture across the organisation that engages our employees.
My leadership experience includes (but is not limited to):
- Customer growth and retention
- Revenue growth
- Significant restructures, team design and revitalisation of team culture
- Customer / design led strategy development and implementation
- Productivity and significant cost saving / cost out initiatives
- Building and restoring brands and corporate reputation
- Digital strategy and transformation
- Driving risk culture
- Leadership of large teams where in short, "I work for my team rather than think that they work for me."
Marketing Strategy, Asset Management, Account Management ...