Principal Product & Customer Transformation Leader
I turn complexity into customer and commercial progress.
Across banking, insurance, telecommunications, technology and e-commerce, I have built products, redesigned services, secured transformation investment and led teams toward outcomes that can be seen in customer experience, operational performance and the bottom line.
Experience earned in the real world.
I began in commercial kitchens, moved into frontline customer service and then spent eight years inside Telstra learning how complex organisations really work. Entrepreneurship taught me to own every commercial consequence. Insurance and banking brought those experiences together in regulated product leadership.
Service foundations
Commercial cookery, health insurance, broking and energy: pace, accountability and the discipline of listening.
2011-2018Telstra
Eight years across complaints, operations, technology, product, transformation and offshore delivery.
2018-2022Entrepreneur
Built and sold an e-commerce business serving more than 20,000 customers.
2021-2024IAG
Digital insurance discovery, business cases and end-to-end motor claims product ownership.
2024-TodayBanking
Enterprise strategy across insurance and foreign exchange for a large customer-owned bank.
I am most useful where the problem crosses organisational boundaries and the easy answer is not the right one.
My work sits at the intersection of customer need, commercial reality, operational design, risk and technology. I look beyond the visible symptom, connect evidence across the system and build a path that people can actually deliver.
Complex work, made understandable.
A growing collection of transformations, launches, operating-model changes and advocacy work that shows how I approach difficult problems.
ServiceNow transformation
A $6.3 million transformation targeting $17.5 million in benefits.
02 · PORTFOLIO GROWTHInsurance turnaround
Digital foundations and commercial momentum for a declining portfolio.
03 · SYSTEMS THINKINGCustomer transformation
Moving NPS from deeply negative scores to advocacy while reducing cost.
04 · GLOBAL OPERATING MODELCredits and rebates
A new Philippines contact-centre model that improved NPS and reduced cost.
05 · CONNECTED SERVICESTelstra Air
Operational and technical design for a national public Wi-Fi proposition.
06 · ENTREPRENEURSHIPE-commerce from zero to sale
Building and selling a business across technology, operations and fulfilment.
What I bring to a senior role.
I combine the strategic range to shape a portfolio with enough delivery depth to understand what must happen next. I am comfortable with executives, frontline teams, technology specialists, partners and customers, and with making the connections between them.
Direction
Clear product vision, roadmaps and investment choices grounded in customer evidence, portfolio economics and organisational strategy.
Alignment
The ability to bring product, technology, operations, finance, risk, compliance and partners around a decision and keep momentum when priorities compete.
Outcomes
Accountability for measurable progress, not simply activity, across customer experience, revenue, cost, risk and operational performance.
Rooted in Australia, ready for the right opportunity anywhere.
I am based in Brisbane and open to senior product, customer, platform and transformation leadership opportunities across Australia and internationally. For the right overseas role, organisation and package, I am open to relocation, travel and office-based work.
Let’s talk about what comes next.
I am open to the right conversation: a more senior role with genuine scope, sponsorship and accountability for meaningful customer and commercial outcomes.