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Work Background
Deakin UniversitySenior Product Manager
Nov. 2020Melbourne and GeelongDeakin is recognised for its progressive use of digital technologies and online learning. As the Senior Product Manager, I lead the entire product lifecycle - from ideation and development through to launch and, when necessary, decommissioning - focusing on delivering high-quality, user-centric solutions. Key Responsibilities:
• Define and execute digital product strategies that align with overarching business goals and priorities.
• Create and maintain comprehensive product lifecycle roadmaps for enterprise-level digital solutions.
• Partner with stakeholders across Business, Vendors, Digital, and Marketing to map customer journeys, identify opportunities for growth, and scope enhancements or new product initiatives.
• Lead discovery sessions, ideation workshops, requirements gathering, change management activities, and training sessions with cross-functional teams.
• Clearly communicate the business value of products and process improvements to Product teams and key stakeholders across Business and Digital functions.
• Support and guide Product Owners by aligning delivery efforts with business requirements, ensuring timelines, budgets, and quality standards are consistently met.
• Continuously analyze industry trends, market shifts, customer behavior, and technology advancements to drive innovation and enhance market competitiveness.
• Responsible for the strategic planning and execution of a multi-year Salesforce CRM rollout across several diverse business units
University of AdelaideProduct Owner
Jul. 2019 - Aug. 2020Adelaide, AustraliaI was engaged by the University as an Agile Product Owner and IT program delivery strategist. My core role was to define and drive a CRM product vision that delivered continuous value and aligned with the strategic goals of the University. I left this position to return to Melbourne due to family commitments during Covid. Key Responsibilities:
• Lead the Agile transformation for the Customer Relationship Management (CRM) team.
• Development of the 12-month product roadmap and 90 Day release plans. • Prioritisation and refinement of work backlog for delivery demonstrating an ability to adapt to changing priorities and stay on track towards business deliverable commitments and alignment with product roadmaps • Managed an Operational Support team and external vendors to ensure preventative maintenance and product enhancement initiatives were delivered as part of the Agile value delivery cycle. • Collaborated with stakeholders, IT and Marketing to map customer journeys, identify growth opportunities, and recommend innovative ways to engage with our customers. • Member of IT Applications Leadership Group, IT Cross Functional Governance Team, Student Services Leadership Team and Student Communications Sub-Committee. • Product Owner for the Digital Marketing and Insights Project, Integration Uplift, Enterprise Relationship Management Project, and Application Lifecycle Project.
CavpowerCustomer Relationship Management Manager
Jul. 2018 - Jul. 2019Adelaide, AustraliaCavpower is a family-owned business and the official dealership for Caterpillar ™ in South Australia. I was employed to overhaul the CRM strategy and manage the implementation of a new industry-specific CRM application. This was a transformational project for Cavpower, which had no internal project or technology resources. In addition to managing the CRM development, I established standards for business processes, customer data integrity and maintenance, and technology implementations Key Responsibilities: ● Developed a CRM Strategy that delivered relevant data to users so they could allocate resources according to customer value, make interactions personable, and target appropriate products and services to customers.
● Product Manager for the implementation of a bespoke cloud-based CRM application, running discovery sessions, developing the test strategy, supervising third party development and issue management, and implementing a change management plan for application users.
● Conduct companywide tech analysis to map the technology ecosystem and define and plan migration and integration requirements for the transformation project. ● Work with the BI Analyst to deliver appropriate reports and dashboards to the executive leadership group, key stakeholders and department heads, to promote technology engagement and an understanding of the value of CRM. ● Developing and facilitating training courses to grow capability, and ensure optimum value is achieved from the CRM for both users and customers
QantasApplication Manager - Core IT Systems
Sep. 2014 - Jul. 2018Qantas Group Loyalty is a major business arm of the airline. The Loyalty division is responsible for both Frequent Flyer and Business Rewards and incorporates a wide portfolio of business connections including health insurance, credit cards, online retailing and an employee rewards scheme. I was fortunate to progress through several roles within the company, adopting Agile Project Management skills during my time there and gaining extensive experience in business analysis, airline operations, and customer relationship management. Key Responsibilities: • Product Manager for the Loyalty application transformation project. • Provided operational business process and Loyalty program expertise, defined technical functionality and integration requirements, and developed an implementation plan which ensured minimal disruption to business operations. • Managed the operational support, large development and minor enhancements of the core Loyalty applications, ensuring system quality, reliability and performance was maintained to meet business requirements and agreed service levels.
• Cultivated influential working relationships with key stakeholders across all business units in order to lead and gain agreement between technology and the business on solution direction • Negotiated product acquisition and coordinated environment and product upgrades with vendors
• Managed the relationship with 3rd party service providers, including reviewing performance against Service Level Agreements to drive best value for investment outcomes. • Responsible for recruiting, leading and developing individual work plans for a team of Programmers, BAs, Support Analysts and Testers.
QantasBusiness Technology Lead
Jun. 2013 - Sep. 2014Melbourne, AustraliaKey Responsibilities:
• Subject matter expert across a range of applications, processes and integrations, consulting on multiple development projects concurrently to identify and provide recommendations for the development and/or enhancement of system functionality and business processes.
• Responsible for the resource planning and utilisation, budget maintenance, and operational impact assessment of technology implementations for projects and BAU process improvement initiatives. • Conducted root cause analysis and provided resolution for issues associated with technologies.
• Identified business process efficiencies to drive cost reduction.
QantasSenior Business Systems Analyst
Apr. 2001 - Jun. 2013Melbourne, AustraliaKey Responsibilities:
• Prepared detailed business case, requirements, process mapping and functional documentation, demonstrating a strong understanding of both the technical and business aspects of all developments.
• Developed and established Business Analysis framework, and documentation version control standards, in collaboration with key stakeholders. • Analyse business processes, customer behaviour, and technology to identify opportunities for improvement
• Performed comprehensive testing of new / enhanced functionality, recording and reporting results.
• Prepared post implementation performance reports to ensure business objectives have been met.
QantasOnline Learning Lead, Global Distribution Systems (GDS) Administration
Aug. 1998 - Apr. 2001Melbourne, Australia• Project lead for the creation of a new training and support Internet site for Qantas GDS Administration. Responsible for structure, layout, graphic images and content.
• Use of Internet backend publishing system / HTML coding, to publish documents, images, tables and internet links to the web site. Responsible for the continued maintenance of the site.
• Produce documentation to aid other GDS Admin staff with navigation and maintenance of the site.
QantasGlobal Distribution Systems (GDS) Training Coordinator, Sales Automation & Distribution
Jun. 1994 - Jan. 1998Melbourne, Australia• Lead a national training team and coordinate all activities associated with the learning and development requirements of a global organisation. • Develop accredited training programs, for both classroom and eLearning, to enhance the accessibility and sale of information, products and services through world-wide GDS. • Manage global competency based training program, associated resources, participants and facilitators. • Evaluate all aspects of learning and development planning and delivery to ensure compliance with company strategy, policy and objectives, and accreditation criteria.
QantasNational Computerised Reservations Systems (CRS) Training Co-ordinator
Sep. 1993 - Jun. 1994Melbourne, Australia• Develop and implement the CRS Learning and Development Strategy for Australia. • Maintain an annual learning schedule for training participants, facilitators, and the administration of all associated resources.
• In consultation with target groups, develop and co-ordinate training programs to enhance the sale of Airline products. Monitor the on-going effectiveness of training programs throughout Australia.
• Work with facilitators to develop their product knowledge, presentation skills and understanding of adult learning principles in order to optimise training effectiveness.
QantasA/Commercial Training Co-ordinator, Victoria
May. 1992 - Sep. 1993Melbourne, Australia
QantasRetail Sales Supervisor
Jun. 1991 - May. 1992Melbourne, Australia
QantasRetail Sales Consultant
Aug. 1989 - Jun. 1991Melbourne, Australia
QantasReservations Telephone Sales Consultant
Mar. 1987 - Aug. 1989Melbourne, Australia
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