I am an executive-level digital professional with 20+ years of experience specifically focused on customer experience (CX), digital innovation and transformation, digital vision and strategy, customer centered and human centered design (CCD/HCD), design thinking methodology, agile frameworks and lean principles. I also have expert-level practical experience with product development, e-commerce, customer lifecycle management, online acquisition, digital marketing, e-CRM, marketing automation, user experience (UX) mobile design & development and social media. In addition, I am extremely well versed with client & stakeholder engagement, P&L responsibility, project management, change management, scope & risk mitigation and team management.

Prior to IAG, I was the General Manager of User Experience & Digital Design at the Commonwealth Bank of Australia managing a team of 80+ world-class digital professionals. I was ultimately responsible for the delivery of digital financial services experiences, which enable customers to manage their banking & wealth, conduct research, apply and manage financial products online. The primary channels that I managed included the Commonwealth Bank’s main public facing website (www.cba.com.au), NetBank (www.netbank.com.au), MyWealth (www.mywelath.com.au) and all retail consumer facing mobile & tablet applications.

The most recent initiative at CBA that I was asked to lead was the complete digital transformation of the Group’s entire products and services portfolio from a Customer Experience (CX) perspective. The digitization effort’s focus was initially on reimagining the home buying and insurance end-to-end experiences through adopting a zero-based design approach which in-turn would inform and determine the business processes and technical architecture required. I was responsible for leading four separate streams of work including Customer Centered Design (CCD), new product innovation, lender and broker digitization and business process & enterprise services definition. While at CBA, I also launched the first Customer Centered Design/Human Centered Design (CCD/HCD) practice that was responsible for validating initiatives based on a human point of view with what is technologically feasible and economically viable.