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Work Background
The Smith FamilyGroup Manager, Digital Products & Agile Delivery
Mar. 2024 - Nov. 2024Sydney, New South Wales, Australia• Provide digital product leadership, vision, and direction across the organisation.
• Oversee the implementation of all digital initiatives and strategic priorities.
• Lead all Value Streams, Agile Squads and Chapter Leads, including Product Owners, Business. Analysts, UX/UI, Front-end/Back-end Developers, and Test/QA Resources.
• Embed human-centered design principles in digital design and delivery.
• Optimize speed to value through iteration and improved delivery practices with peers.
• Recruit and develop talent, ensuring the skills and capabilities to meet business needs. Key Accountabilities: • Agile Digital Priorities Delivery • Human-Centered Design Integration • Squad Optimisation • Process Design and Optimisation • Service Automation • Speed to Value Maximisation • Technical Leadership • Performance Management • Team Management
nbn™ AustraliaGeneral Manager – Digital, MarTech & Transformation
Jan. 2020 - Jun. 2023Sydney, New South Wales, Australia• Led all digital, MarTech and CX transformation initiatives aligned with organizational goals.
• Managed digital strategy execution across all channels, including websites, portals and mobile.
• Enhanced digital lead generation and conversion through optimized CX and MarTech automation.
• Implemented digital self-service capabilities including AI, chatbots, and Intelligent FAQs.
• Identified and eliminated customer friction points via business process optimization.
• Drove data, analytics strategies, enabling behavioral insights and end-to-end attribution.
• Led cross-functional teams operating under SAFe, Agile, Lean, and Start-Up methodologies.
• Managed financials, including a $25M Capex and Opex budget.
OptusDirector of CX Transformation
Oct. 2017 - Oct. 2018Sydney, Australia• Delivered CX transformation initiatives, ensuring standardisation and improvement across all touchpoints both digital and physical.
• Developed strategies to enhance customer experiences, emphasizing ‘right first time’ execution.
• Defined go-to-market strategies for mobile, fixed, TV, device, and bundling products.
• Architected CX strategies, including operating models, processes, and system enhancements.
• Implemented Agile, Hypothesis-Driven Experimentation, Lean Six Sigma, Design Thinking, and Human-Centered Design (HCD).
• Managed financials, including Opex and Capex budgets.
HSBCGlobal Head of Digital, Delivery & Workflow
Nov. 2016 - Oct. 2017Hong Kong• Led global and regional initiatives to build Agile capabilities across Retail, Wealth, and Insurance.
• Identified and eliminated friction in customer journeys and back-office operations.
• Managed a portfolio of digital initiatives across multiple global regions.
• Delivered customer experience enhancements and technical solutions via test-and-learn approaches based on data, analytics & insights.
• Led the regional digital team, ensuring growth and budget alignment.
Commonwealth BankGeneral Manager User Experience and Design
Aug. 2014 - Jul. 2016Sydney, Australia• Executed the bank’s digital strategy through research, design, and research.
• Managed a team of 80+ professionals across Product Ownership, UX/UI, Visual Design, Research, and Front-End Development.
• Developed digital financial services solutions to improve customer banking and wealth management experiences across consumer facing web properties and apps.
• Formulated and executed digital strategy in collaboration with executive leadership.
• Optimized the end-to-end user experience using Agile, Lean, Design Thinking, and Human-Centered Design (HCD) methodologies.
• Managed the operating budget and ensured financial sustainability.
SmartSoundsHead of Product (Digital, MarTech & Delivery)
Oct. 2013Sydney, Australia• Built and operate a direct-to-consumer online business for smartphone and tablet products, accessories, and consumer electronics including Bluetooth speakers, headsets and chargers.
• End-to-end digital product development including building the product roadmap, managing the product backlog, prioritizing features, and defining & executing the product vision.
• Established e-commerce framework, including payment gateways, and fulfillment solutions.
• Led product strategy, development, and customer lifecycle marketing.
• Implemented digital marketing automation, SEO/SEM, UX/UI design, and data-driven insights.
• Optimized CX and business value through analytics and data driven decision making.
BT FinancialHead of Digital Products
Apr. 2013 - May. 2014Sydney, Australia• Led a team of 24 digital professionals covering digital marketing, social media, content strategy, analytics, UX/UI, and technical development.
• Managed digital product channels, including 30+ websites across all social platforms (YouTube, LinkedIn, Twitter, and Facebook).
• Developed market-leading customer experiences to maximize sales and conversion.
• Championed innovation in digital infrastructure, customer experience, and analytics.
• Implemented Adobe Experience Manager (AEM) for content management, campaign execution, personalisation and customer journey optimisation.
Global Red Australia Pty LtdDigital Strategy & Development Director
May. 2010 - Apr. 2013Sydney, AustraliaAs the Digital Strategy & Development Director I was ultimately responsible for the overall digital strategy for clients, the user experience for all digital deliverables and the day-to-day management of the Digital Team. This included but was not limited to maintaining existing client relationships through consulting and recommending digital services and solutions, presenting company credentials and capabilities for new business development, leading all digital initiatives both internally and externally, growing the digital team from both from a capability, skills and team size perspective and ultimately delivering all digital solutions to clients on-time, in scope and on budget.
AdobeInteractive Design Director
Apr. 2005 - May. 2010San Francisco Bay AreaUltimately responsible for overseeing the design, development and overall user experience of all online deliverables spanning Adobe's vertical business units and corporate marketing. Managed a team of 30+ full-time employees and contractors including one-on-one management of seven senior direct reports. Responsibilities also included leading individual business unit and corporate marketing interactive initiatives spanning email marketing campaigns, microsite development, web metrics and reporting. Managed end-to-end content, design, production, and development of Adobe.com and supporting sites. Managed existing external agency and vendor relationships including overall creative and development approval.
Philips DesignInteractive Design Manager
May. 2001 - Apr. 2005In this position I was responsible for the operational, financial and personnel management success of the Interactive Design discipline for Philips Design in the United States and acted as the competency lead for Philips Design Interactive Global. I was responsible for the work delivered by Philips Design, gross profit margin, employee satisfaction, career development, delivery of work and client satisfaction. My responsibilities also included determination of office structure, definition of roles and responsibilities, team building, process implementation, reporting and documentation and employee reviews.
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