Dayforce

Director of Program Management APJ, leading strategic growth and enablement programs for the region, including: 
- GTM Strategy and Customer Transition programs in 11 countries in APJ. 
- Customer Experience improvement in APJ.
- Scaled Agile adoption in APJ.  

Responsibilities: 
- Define and execute strategic customer growth goals in APJ enabled by EPMO governance, senior stakeholder collaboration, and cross-functional alignment to create customer and business value. 
- Create and deliver Program governance, workstream cadence, solutions delivery and progress reporting to attain target KPIs for customers and business. 
- Enable visibility, transparency, prioritisation and execution focus for senior stakeholders across Sales, Lead Gen, Solution Advisory, Services, Customer Success, Customer Support, Community and Partners in region. 

Dayforce is a global human capital management (HCM) software company and the Dayforce flagship cloud HCM platform provides human resources, payroll, benefits, workforce management, and talent management capabilities in a single solution. Dayforce helps you manage the entire employee lifecycle, from recruiting and onboarding, to paying people and developing their careers.

Director Program Management, APJ

Career Break

Ausgrid

Role purpose: Program Management of Customer initiatives to enable customer-centric ways of working across the organisation including centralising customer data, and improving processes and systems, and enabling a more collaborative culture.
Lead a multi-year transformation program to enable cost savings, productivity efficiencies, effective operations, new energy solutions and improving customer outcomes. 
Responsibilities: Design and deliver a broad range of initiatives to deliver Customer Experience and service level improvements, ensuring consistent change management, governance and stakeholder communications that deliver customer value. 
Programs:
~ Single View of Customer: Customer Data integration and MS Dynamics CRM uplift. 
~ Contact Centre Virtualisation including omnichannel and integrated CRM enhancements. 
~ Customer, Employee and Partner Experience E2E journey improvements.
~ FY22 to FY24 Strategic Plan for Customer Program.

Customer Transformation Program Manager

What Experience

Creating Customer Experiences that work for Solopreneurs, Small Business and Corporates. #GetTheBasicsRight

Founder and Principal Consultant

PMI Sydney

Vice President | Chief Operating Officer | Board Member

Role: Fulfill the voluntary position of Vice President of Project Management Institute - Sydney Chapter for the remainder of the 2020/2021 term.

Vice President | Chief Operating Officer | Board Member - volunteer

Atlassian

Role purpose: Program Management of strategic initiatives in Customer Support and Success with the mission of enabling innovation and continuous improvement of customer experience through collaboration, shared objectives and key results to reduce customer effort and product friction. 

Collaborations with Research & Insights, Accessibility, Design, Field Operations, Marketing, Product, Engineering, Analytics, Community and Support Operations to improve customer experience. 

Programs: 
~ Artificial intelligence / machine learning for Knowledge and Content Management.
~ Enterprise Customer support escalation process improvements.
~ Global Customer Feedback Program - diagnostic and scoping phase.
~ Customer Support and Success Strategic Plan FY19 and FY20.

Additional roles: 
Atlassian Accessibility Advisory Group
Atlassian Foundation (Volunteering) Organiser
Atlassian Climate Change Champion
Sydney Office Site Leader for CSS Communication.

Senior Program Manager - Customer Support and Success

Westpac Group

Role purpose: Define, discover, design, develop and deliver a cohesive Customer Advocacy Ecosystem and program of actionable insights across product, channel and brand in Consumer Banking. Leverage internal CX teams to deliver a scalable, consistent and outcomes based continuous improvement model to solve root cause of negative customer feedback, promote enhance employee engagement and advocacy, and promote positive feedback in reward and recognition for cultural awareness and change.
Outcome: improve NPS and CSAT, employee engagement and most importantly reduce customer effort through improved advocacy, trust and reputation.
Key achievement: through extensive collaboration and alignment across the customer teams of the retail bank, Westpac’s industry NPS moved from 4th to 1st place of the Big 4 Banks. This impact shows that customer focus is an area for consistent attention, and improvements can be achieved when removing customer effort.

Head of Customer Advocacy Improvement (contract)

Role purpose: Create and deliver workforce productivity improvements by enabling better resource allocation, utilisation and capacity, portfolio management and workforce capability with real time dynamic dashboards. Outcomes were better visibility, allocation and use of resources, prioritise and sequence demand and proactively manage delivery by eliminating manual reporting. Enabled reduction of ~90 manual project/status reports, ~27 FTE capacity equating to ~$3.2m a week in resource savings. 
Additional roles: 
* Westpac TechU Core Faculty member, finding and seeding best practice nanolearning content in Customer Centricity, Relationship Management, Communication and Business Acumen.
* Group Technology Inclusion & Diversity working group, leading the strategy, planning and achievement of initiatives that promote and improve awareness and behavioural change aligned to the Westpac Group Accessibility and Inclusion Plan.

Senior Manager Productivity - Technology Optimisation (contract)

Contract Role: Project Manager in Customer Strategy and Insights, Customer Experience and Change Management for superannuation and insurance Human Centred Design initiatives. 
Role purpose: Project Management of superannuation and insurance product enhancements using customer-centric design and customer experience principles and capabilities to improve NPS.

Project Manager - Customer Strategy and Insights (contract)

Commonwealth Bank

Role Purpose: Accountable for creation and implementation of Productivity, Continuous Improvement and capability initiatives across the Group complaints management process, to improve the customer complaint resolution experience. Lead a project team of 6 Lean Six Sigma qualified professionals and complaints process SMEs to diagnose process issues across a matrix organisation of 50 frontline teams representing ~10,000 frontline staff, and delivered quick wins and a solutions implementation plan to create a new Group Complaints Operating Model. 
Utilised Design Thinking, DMAIC diagnostics and analysis methods to redesign a more effective and efficient process with reduced waste.
Responsible for of the ongoing Group Complaints Productivity Program to deliver 50+ people, process and technology CI  initiatives to improve the customer experience across all frontline teams in Retail and Business Banking, Wealth Management and  Business & Private Banking business units.

Achievements: recommended solutions to enable benefits including:
•	Improved compliance to ASIC AS/NZS 10002:2014 - Complaints Management standard.
•	Reduction in complaints of 20% / ~180,000 across key teams.
•	Productivity improvements via enhancement to current complaints system yielding 5% /5000h p.a. in time savings.
•	Cultural mindset shift via Frontline KPI review to focus on solutions not volume.
•	Staff capability enhancement via enhanced eLearning and a Complaints Development Program across the Group.

Executive Manager Productivity Program - Group Customer Relations

Role Purpose: Accountable for the Service Improvement Team in Group Customer Relations, a team of 12 cross-functional professionals responsible for Project Management, Change Management, Productivity and Customer Experience advice on Complaints Management for the Group. Deliverables included Group learning programs, capability improvement initiatives, customer experience community and social media / sustainability team support and BAU operational functions such as finance, Asset Management and communications for the business unit. 
•	STAKEHOLDER MANAGEMENT - Advisors to Group wide change projects on complaints management impacts, and a conduit for change management into Group Customer Relations (GCR) complaints management teams for 100+ Case Managers in Retail and Business Banking, Wealth Management and High Priority Customer Resolutions.
•	CHANGE MANAGEMENT - Connect the right people to build complaints management capability and ensure effective and efficient processes are supported by best practice materials, policies, standards, and communications.
•	CONTINUOUS IMPROVEMENT - Advice on customer complaints for product / channel / business units, how to access data to improve complaints processes, procedures and producing Standard Operating Procedures for greater consistency and quality in complaints management Group wide.
•	PRODUCTVITY / CUSTOMER EXPERIENCE- Facilitate resolution of customer pain points using Lean and Kaizen methodologies, Market Research  and Design Thinking, to improve customer dispute resolution, customer experience and customer satisfaction for the Group.
Additional roles: 
Customer work stream owner for Group Accessibility and Inclusion Plan, advocating complaints management standards and improvements to Group policy, procedure and process to benefit customers with Accessibility needs aligning to WCAG 2.0 AA Rating.

Head of Service Improvement - Group Customer Relations

Role Purpose: Part of a team of 8 Productivity Project Managers responsible for definition, measurement, analysis, implementation and sustainability of process improvements that deliver increased customer value, reduce waste and inefficiency, and shift mindsets and behaviour to a more productive, continuous improvement culture. 
Responsible for the Kaizen deliverables in Wealth Management Finance to design and deliver Kaizen Coaching sessions for reporting teams to diagnose process issues, redesign effective processes and create sustainable action plans that solve root cause and deliver tangible productivity benefits.  

Achievements: Productivity SME and Learning facilitator, Kaizen Coach and Innovation Community Manager:
•	PRODUCTIVITY - Delivered 75 hours / 15% per month time savings to 4 finance reporting teams using Lean Six Sigma problem solving methodology and facilitation of Kaizen Events -intensive, process focused problem solving workshops.
•	LEARNING FACILITATOR – Delivered Productivity Essentials Learning sessions to groups of +25 finance professionals to enable business unit bronze accreditation.
•	KAIZEN COACH - Coached Wealth Management Finance SMEs to Kaizen Champion level to enable business unit bronze accreditation.
•	INNOVATION - Community Manager for Continuous Improvement / Innovation platform for Financial Services +3000 staff (Spigit Engage).

Manager Productivity Improvement - Financial Services

Senior Business Analyst / Project Manager / Consultant in Retail and Business Banking Enterprise Services, Project Delivery. A sample of 14 projects delivered over a 5 year period include:

•	ES Productivity Culture project: Cultural program and idea innovation and gamification platform implementation for Enterprise Services for ~5000 staff.
•	Group Strategic Sales and Leads project: Business case for strategic leads management program and SalesForce.com implementation.
•	Branch of the Future Program: Cardless Cash concept and business requirements.
•	Contact Centre Assessment: Current state gap analysis for new telephony platform, Agent Softphone and Agent Workspace.
 •	Essential Super Project: Business case and employer stakeholder requirements for Retail Superannuation product.
•	Contact Centre Target Operating Model: structure and role assessment and recommendations.
•	Account Switching Project: Business requirements for compliance to new industry DDA switching process. 
•	Payments System Control Project: Business case for staff assisted Enterprise Payment Portal.
•	NetBank Capacity & Resilience Program: NetBank infrastructure $10M business case.
•	Credit Decisioning Platform: Unsecured Lending product business requirements for Pega. 
•	White Labelling Project: third party credit card business requirements. 
•	Customer Resolution Scheme: E2E delivery of CRM (SalesForce), document data room (Ansarada) and customer database (GDW/Hyperion).
•	Travel Money FX Prepaid Card Project: Product development and launch of world first prepaid multi-currency FX card on MasterCard Prepaid Platform, including BPAY, IVR, SMS, and website.  $500M FUM in 6 months which exceeded sales targets by 25%.
•	Mortgage Application Process Project: Sixty-minute home loan approvals including pilot planning and support escalation model, evaluation metrics, training program, and post implementation issues management and resolution.

Consultant / Project Manager / Senior Business Analyst - Retail & Business Banking Project Delivery

Director Program Management APJ @ Dayforce | Customer Experience Consulting | Project Management PMP | Agile Leader SAFe 5 | Lean Six Sigma GB | Business Analysis ACS CP | Accessibility WCAG 2.2 |

💡I am a strategic and pragmatic Program and Service Leader with a reputation for accountability, integrity, and delivery of solutions that create customer and business value. My focus is everything Customer and Experience. 

👁️‍🗨️ Customers have jobs to be done and problems to be solved, and business requires clear vision and strategy to understand and action what their customers need to enable effective solutions in a collaborative, empathetic, inclusive, scalable and sustainable way. This is what I aim to achieve every day.

✔️ Known for 'getting things done' across matrix organisations, I have 25+ years experience in Go To Market, Global Strategy, Consulting, Operations, Finance, Productivity, Customer Advocacy, Customer Experience, Remediation, Digital, UX, CRM, ITIL, Agile, Employee Innovation, Retail Banking, IT infrastructure, Wealth, Hospitality and Quality. 

📢 I distill complex problems into clear solutions, translate data into insights, and define business case success measures to deliver realistic action plans with tangible benefits. 

⚖️ I build rapport as a trusted advisor and delivery partner to sponsors, stakeholders, vendors and colleagues because I am genuinely interested in understanding business problems, navigating constraints and delivering prioritised solutions that make a difference.

🧩 I use visual facilitation and storytelling to clarify, collaborate, prioritise and deliver. I aim to create circular operating models with feedback loops to measure customer value and business improvements so that:
•	customers will be loyal advocates
•	teams define and own their progress
•	senior leaders see tangible results.

Personal: kathryn5761@bigpond.com 
Consulting: hello@whatexperience.com.au
Phone: +61 (0) 414 494 818

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