My aim is to work closely with all areas of an organisation to help keep the customer and product at the forefront in alignment with a well thought out operating model that is held together by lean agile and scrum principles, analytics, team collaboration and culture.
With my extensive experience in Digital Technology I have been privileged to have worked with a variety of organisations and brands including Qantas Airways Limited (Digital Direct), Insurance Australia Group Limited (Customer Labs), Satellite (IAG), NRMA, SGIO, SGIC and Coles Insurance.
Understand customer and business needs, define project scope and requirements.
Provide technical and business solution designs, solve edge cases and create detailed requirements.
Design, development, test and repeat. Obtain feedback and improve.
Manage release strategies for smooth deployments. Continuous delivery and improvement through DevOps.
Qantas Airways Limited 'Your Account' to 'My Account 'reset this involved a complete redesign of the customer portal with new features to redeem Flights, Hotels and Store items.
A new range of features on Qantas.com including Qantas Business Rewards and the Frequent Flyer program in partnership with Qantas Loyalty.
An end to end customer experience solution that provides customers with the ability to receive an email or SMS notification at various points in the repair process to let them know how the repair is tracking and when their vehicle is ready to be collected.
A secure and easy to use customer platform allowing customers to login using a one time pin to their email or mobile phone number.
Using a human centred design process to ensure that this product was right for the customer, they are now able to make changes to their insurance, download documentation and maintain their policies online hassle free.
Wilma is a motor lodgement and repairer allocation application used by over 200+ consultants everyday to lodge insurance claims for clients.
It faced numerous challenges integrating multiple processes into one easy to use application. Consultants were always the forefront of building this application to ensure they were able to perform their roles quickly and with little frustration.
Emergency online claims provides customers with an easy hassle free process to lodge a claim online in the event of a major event or catastrophe saving time to the customer and giving them immediate peace of mind.
The application was built with both the IAG supply chain in mind creating a repairer allocation immediatley for the customer.
Customers wanted a way to get the quickest quote online so we built it for them. Express quote provides and quick and easy insurance quote process using third party APIs to gain instant information for the customer.
Using the newest technologies we were able to provide one of the fastest insurance quotes in the market.
Launched by the Customer Journeys team, Coles Insurance Lodge & Allocate will vastly simplify the effort involved in simple claims for customers, guiding them through an easy online form that captures the right level of information and enables them to choose a partner repairer and book a time for their damaged vehicle to be inspected.