Years of experience: 24

MarketingITC-level ExecutiveBusiness OwnerEmail Marketing ManagerCreative Producer

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Mark's Career Path
Group Manager, Digital Products & Agile DeliveryFeb. 2024 -
Nov. 2024
The Smith FamilyGroup Manager, Digital Products & Agile Delivery
Sydney, 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 ...
General Manager – Digital, MarTech & TransformationJan. 2020 -
Jun. 2023
nbn™ AustraliaGeneral Manager – Digital, MarTech & Transformation
Sydney, 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...
Director of CX TransformationOct. 2017 -
Oct. 2018
OptusDirector of CX Transformation
Sydney, 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 sys...

Mark's Posts

  • How I can help you

    Craft and execute digital self-service strategies boosting customer satisfaction and commercial value. Conduct discovery workshops, iterate designs, implement solutions, and ensure continuous enhancements.

  • People I am looking for

    Seeking collaborations with industry leaders like Adobe, Seagate, Philips, Bank of America, Qantas, American Express, Toyota, Fitness First, and HSBC.

  • Experience & Cases

    Achievements include AI chatbot for NBN Co, digital credit card fulfillment across APAC, end-to-end home loan digitization, and data-driven engagement in CBA app. Worked with various clients from start-ups to large organizations.

  • How to contact

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