Projects
Improving frontline employee experience
As a result of Voice of Customer data showing a high volume of repeat customer contacts within 60 days of a sale, I was tasked with leading a project to understand the frontline employee experience and identify opportunities to reduce repeat contacts.
Uplifting NPS and engagement index
A major national construction provider aimed to become a Tier One builder but had little understanding of its customers and their needs. I was engaged to lead research into customer and staff experience and develop strategic recommendations to embed customer-centricity across the organisation.
As a result of the project, the group's NPS improved from -16 to +48, and its engagement index rose to 87, up from 78 the previous year and 68 the year before that.
Redesigning the Optus Business Portal
As part of Optus's FY26 strategy, the My Business Portal was earmarked for a CX uplift, to improve customer experience, self-service and sales conversion. To inform the uplift, the business needed to understand what customers actually expected and needed from the portal's structure and navigation.
