City of Johannesburg, Gauteng, South Africa
I am a fractional customer experience and service design principal. I am currently on a career break to focus on my Master's thesis and to pursue a few personal projects - though I am open to fractional CX strategy engagements I have 20+ years in digital transformation, business + customer experience strategy, primarily at large BFSI in Johannesburg and Cape Town. I am open to short-term opportunities in the CX strategy, service design ecosystem development and digital transformation space.
Consulted on Experience Strategy capability development at several bluechip BFSI (CX, Service Design, Research). Senior consultant: Product proposition development, Enterprise value chain orchestration, Automation + AI, Colleague experience, Executive design-based thinking facilitation, Experience measurement, Payment product commercialisation, Alternative/ Mobile payments, Platform development, GTM, Behaviour economics, Data analytics, Journey management
CX Lead (Market, customer & colleague research, journey mapping, proposition development, business models, product commercialisation, data analytics) Organisational change program manager
Organising chair of First Rand Innovation events in 2018 Oversaw group innovation initiatives that sought to raise visibility of rapid-prototyping techniques, design-thinking and improved customer experience. WesBank representative for First Rand innovation forum (2015-2018)
WesbankOnline: Developed an online marketplace to engage customers throughout their lifecycle to address low engagement on infrequent lifecycle moments. Led the development of vertically integrated product offerings delivered via partners with 2.4 million daily active users. Integration with eBucks loyalty & WesBank Insurance
Debt counselling, Collections and Specialised Collections System and Impact analysis, Technical solutioning and delivery