Sydney, New South Wales, Australia
Gabrielle Dracopoulos is a Customer Experience and Customer Success leader specialising in AI-enabled, human-centred CX at scale. Known for transforming post-sales organisations into value driven growth engines by accelerating time to value, improving retention, and embedding experience design across digital and human journeys. A frequent industry speaker and awards judge, Gabrielle brings a commercial, ethical, and design-led approach to the future of sustainable CX
Owning the moment that defines Retention by turning "what we purchased" into "what we use"
Customer Success 240+ mil ARR - High Value Customer Success NRR, GRR, Advocacy - Scaled Digital Customer Success - pooled CSMs, digital motions, onboarding, community, one to many approach GRR - Self service, AI content design, AI agents, conversational design, instructional design - Partner Success - training, onboarding and certification for our distribution channel Parental leave cover of two roles (contract) Head of Customer Success and Head of Digital Engagement
200+ countries, 11 languages 190+ mil ARR Accountable for - Growth & Retention - NRR, TTV, onboarding, expansion, contraction - Customer Experience Design, Delivery & Management -Service Design, Blueprints, playbooks - Customer Experience research and VoC programs - jobs to be done, CES - Strategic Program Management - GTM programs - Digital Transformation - self service, AI agents, community. Self Service score, digital resolution, Leads, Revenue Attribution - Contact Centre 200± agents CES, CSAT, NPS, FCR, Leads, Revenue Attribution GTM and post sales support 130 employees
Enable people with low vision or blindness to get around their communities safely and independently. Led the customer centered transformation that included culture development, physical spaces, ways of working, service design and enabling technologies. Supported by embedding project governance, agile practices and a design thinking mindset.
Protection of consumer interests with transparency and accountability that established trust and confidence between the bank and consumers. Made it easier for consumers when things went wrong with a culture of treating customers fairly. Executive and board engagement and reporting Compliance reviews and alignment of organisational processes and policies to government changes champions and roll out treating customers fairly policies and processes Strategic engagement with governing bodies and face of vulnerability and fairness for Citi.