Andrew has spent 20 years developing a specialisation in delivering transformational change across marketing, distribution, digital and back office teams in financial services, insurance and IT&T industries. With a commercial foundation built upon customer strategy, product, segment and channel management he builds high performing teams focused on driving organizational growth and maximising customer experience, sales and process management outcomes.
Since 2012 Andrew has worked at Credit Union Australia (CUA) achieving transformational outcomes in distribution channels and back office processing environments. This has included:
- Delivering a fundamental shift in customers channel sales and servicing preferences by transforming the branch design and operating model (300% sales increase), network footprint and digital sales (200% increase) and service experience; and
- Transforming credit and lending operations culture, operating model, productivity (42% increase) and customer centricity to support a doubling in lending volumes, faster processing cycle times and a back office marginal cost to originate reduction of 30%.
Prior to joining CUA he worked with QSuper, heading Member Services and was responsible for the contact centre, branches and digital channels. Andrew has also held senior strategy, marketing and customer operations roles at MBF, Telstra, and the SEMA Group.
In 2010, Andrew became a Committee Member of the CCO Forum.
Andrew’s key areas of expertise and interest are in:
► Kaiten: 5 Principles for enabling customer driven transformation
► High Street Dilemma: The future of retail in banking
► The Demographics of Design: Lifestyle driven consumerism
► Relationship, Logic & Law: Managing customer relationships in Asia
Distribution & Marketing
► Building high performance sales and service teams and channels
► Developing and implementing new Target Operating Models
► Implementing practical segmentation strategies
► Leveraging data to optimize channel operations
► Billing systems – driving customer experience and financial outcomes
► Business improvement via leveraging complaint & escalation contacts
► Building online sales and service transaction hubs
► Re-integration of digital and contact center channels
► Corporate, business and functional strategic transformation
► Strategic partnership creation and management.