Strategic leader driving innovation in customer engagement, product development, business outcomes and capability uplift in financial services; utilities; private; government; and regulatory sectors. Respected advisor to business and government on effective complaints management; customer engagement; and continuous improvement to position organisations to successfully engage with their customers and innovate service delivery.

Highly regarded expert in complaints management and customer experience who launched world first CPD certification for complaints professionals. Highly effective stakeholder and relationship manager leading collaborative outcomes and industry change focussing on fairness and empowerment for consumers and those who service them. Has a growth mindset with triple-digit results.

Understands service delivery for customers in vulnerable circumstances, or in conflict or dispute. Skilled in reputation management, and quality assurance for wide ranging industries through Standards development, review and implementation.