Merkle

Chris’s role is to unite, improve, and enable the growth of the Customer Experience Management (CXM) business across APAC in Merkle and inject CXM solutions into dentsu media and creative propositions. 

Countries: Singapore, Indonesia, Vietnam, Thailand, Australia, New Zealand, India, China, Taiwan, Hong Kong, Korea, Phillipines

Asia Pacific Chief Operating Officer 

dentsu

CXM Asia Pacific Chief Operating Officer 

Chris' role worked on many divisional challenges in AR&C to cultivate efficiency through agility.

Responsible for ensuring all the strategic goals of the AR&C Division are delivered through best-in-class performance, investment & governance management.

Chris implemented industry-leading processes (QBR's) and tools, built a team of subject-matter experts, and drove divisional prioritisation, clear accountabilities, and consistent value measurement to guarantee outcomes were delivered effectively, on time and on budget.

Head of Strategic Performance | AR&C 

PwC Australia

Chris' role is to cultivate agility at PwC and our clients.

Chris and team assist value focused organisations realise business agility aspirations through advice, coaching and application of enterprise agile practices, frameworks and technical speed to market enablers such as DevOps.

We create contextual agility approaches for each client need, combining the agile mindset with practical and pragmatic application of agile practices, frameworks and value realisation measures. 
We are agnostic, yet fluent in many agile frameworks (including scrum, kanban, SAFe, LeSS, DA2.0, lean startup, HCD, CI/CD, TDD, BDD, design thinking, etc) and work with you to bring the balance to enable outcomes.

Clients:
- VCAT
- Coles 
- Telstra
- Qantas
- Jetstar
- NAB
- Grocon
- Victoria Police
- Oz Minerals
- IAG

Director of Agile Advisory | Strategy | Innovation | Ways of Working

Deloitte Australia

Christopher couples his passion for innovation and lean/agile specialisation to create customer-focused client outcomes that span complex backend core systems through to customer experience. Chris works across business units, portfolio, programme and delivery layers of organisations to enable accelerated delivery, continuous improvement and customer experience improvement. 

Recent Clients Include:
- Telstra
- City of Melbourne
- ANZ
- ING Direct
- Energy Australia

Director | Agile Strategy & Delivery

Chris couples his passion for accelerated/optimised technology delivery in fast-paced markets with innovation, human centered design, creative ways of working (the agility toolbox) and focus on sustained value.
As an Agile Leader at Deloitte, he represents over 170 experts nationally in Agility and Continuous Delivery in the Agile Community of Practice. 

In this role Chris has focused on building Agile knowledge, culture and expertise across Deloitte by developing internal training programs, executive briefings, client/networking events and tools/accelerators for Deloitte practitioners. He advises/coaches projects on creative approaches, framework/practice usage, organisational culture transformation, mindset and quality assurance of delivery.  

Agile@Deloitte utilises the following Frameworks: Scrum, Lean, Kanban, Design Thinking, Human Centred Design, DevOps, Cynefin, Kaizen, *Scaling Frameworks*: Scaled Agile Framework (SAFe), Large Enterprise Scaled Scrum (LeSS), Disciplined Agile Delivery (DAD) and *Hybrid's* such as Prince2 Agile, and, Dynamic System Development Method (DSDM),

Agile Community of Practice Leader

Christopher specialises in program/project delivery optimisation and acceleration via Agile frameworks (Scrum, Lean, LeSS, SAFe, Kanban, Kaizen, + many more) and correlating technology practices (DevOps). He works across business and technology business units as necessary to achieve client outcomes. 
Part of Deloitte Australia's Agile Community of Practice (CoP) leadership team, resource development and agile industry events. 

Recent clients Include:
- Telstra
- Global Energy & Resources client
- ING Direct (Australia)

Manager | Agile Advisory | Enterprise Information Management

Deloitte UK

Christopher transferred to the London office to work in the Telecommunication, Media and IT (TMT) and Energy and Resource (E&R) industries. 
Chris specialises in technical transformations that improve customer experience and product offerings. 
He advises on adoption of Agile project methodology, customer experience, enterprise performance management, continuous improvement, data migrations, target operating models, cost reduction and customer analytics. 

Clients include:
- Llyods Banking Group (LBG)
- Group NBT (NetNames)
- National Grid
- British Gas
- British Telecom
- Canon
- Telkom

Senior Consultant

Christopher joined Deloitte’s Enterprise Information Management (EIM) consulting practice as Consultant. The EIM practice service offerings include: Information strategy and governance, Enterprise data management, Enterprise content management, Business intelligence and data warehousing, Information collaboration and agility and Analytics.

Clients include:
- Telstra
- TRUenergy

Consultant

Telstra

Christopher was contracted as a Continuous Improvement Specialist in the Customer Experience Improvement Team, as part of Consumer Operations, aiming to improve customer satisfaction, first time contact resolution and improving business processes across all customer facing business units at Telstra ( Consumer [Retail), Business, Wholesale and Enterprise & Government). The approach was to identify measure and understand every customer transaction for improvement opportunities. This was achieved by implementing Customer Transaction Surveys (CTS), a combination of operational data from multiple silo systems, voice of the customer survey, recorded calls, email traffic, speech analytics and voice analytics. CTS obtain valuable insights of what customers experience across the following channels Inbound & selected Outbound calls, Email, Online (Telstra.com.au & BigPond.com.au), Complaint calls, Social Media (facebook, twitter, whirlpool & 17 other identified sites), Online Live Chat, Field Technician visits and Proactive contact campaigns (Moving Home, Online Billing & BigPond [broadband] Activations).
 -	Chris was a founding member of the CTS team, assisting in the design, build and implementation of CTS.
-	Chris analysed the voice of the customer, business processes, agent behaviour and systems to find business improvement opportunities. Opportunities were presented to the executive level monthly, prioritised and aligned with business unit improvement roadmap. 
-	To improve voice of the customer analysis Chris worked to implement text analytics (Martin Doors Analytics Lavastorm) and trialed speech analytics (Verint) to classify the audio verbatim files.
-	Christopher created pilot customer Call Back program to re-contact customers with unresolved inbound call queries with the Service Recovery Team.

Continuous Improvement Specialist (Senior Business Analyst)

BearingPoint

Christopher performed as a Consultant in the Technology Solutions practice at BearingPoint.  He has experience on large-scale engagements with global organisations focusing on the establishment and oversight of program office functions, project communications, resource management and stakeholder engagement. Chris’s strength’s include project management, requirements gathering, strategy, marketing, and good communication skills. He was also a member of the social committee organising family days, monthly social drinks, and chocolate and whisky tasting courses.

Business Consultant

Michael Page

Christopher applied for role through Michael Page and was offered a graduate position in the Technology Division.  As a graduate he underwent training and was then promoted to Consultant.  As a recruitment consultant his role was to work with both employers and job seekers to facilitate a successful match. Whether advising one of the worlds largest companies on a candidate sourcing strategy or helping a potential candidate take the next step in their career.

Technology Recruitment Consultant

Transformation leader with 19 years of global, cross-industry experience driving business agility by blending technology, strategy, and organizational frameworks to deliver measurable operational results and customer experience uplift worldwide.


Christopher's consulted to the following clients:
Qantas, ANZ, ING Direct, BHP Billiton, Lloyds Banking Group, NetNames (Group NBT), National Grid, Canon, British Gas, British Telecom (BT), Telkom SA, Telstra, TRUEnergy, Connell Wagner, Aus. Dept of Defence, NAB, Jetstar, Grocon, Oz Minerals, Coles, Victoria Police.


STRATEGY
- Business & Technology Strategy
- Agile Operating Models & Org. Design
- Market/Competitor analysis/benchmarking
- Proposals/Tender/Contract/RFI/RFP

AGILITY
- Agile Op Model transition & outcome uplift
- WoW Advisory & C-suite Agility Coaching
- OKRs, scorecards, roadmaps

DELIVERY
- Complex Transformation (Agile & PMI)
- Program Management, Governance, & PMO
- Program Risk / Viability Assessments
- GTM Proposition creation & curation 

TECHNOLOGY
 - CX: Digital, Socials, CRM, loyalty, eCommerce, CDP
 - APAC digital landscape behaviours & capability
 - Rating & Billing, OSS/BSS, Retail Media Network

OPERATIONS
- Governance & Management systems
- Value & benefit mgmt. & optimisation
- Nearshore/offshore management 
- M&A scan, integration & coordination
- Vendor Partnerships & Alliances 
- Business & IT Process improvement


"You must collect the dots before you connect the dots" 

You cannot predict the future, only learn from the past, sense patterns and adapt as the connection between dots becomes clear. In my role I look across industries and organisations to understand, interpret and add dots to build organisational agility through performance.

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