Andrew is a CX, Transformation & Service Delivery executive with over 15 years experience across digital, media and insurance. Some of Andrew's recent experience includes:
- Transformation Director / Organisational Design / Interim GM: Andrew has a reputation for unlocking business value by delivering organisational design, restructuring and turnaround programs at speed and scale. He has designed and delivered numerous turnaround programs across various functional domains such as Operations, Human Resources, Marketing, Sales, Service and Digital.
- COO / Operations Director / Head of Customer Service: Andrew has held numerous executive level roles responsible for shared service related functions at ASX listed companies. His experience spans front office, back office, outsourced and offshore operations. His achievements have included implementing one of Australia’s first fully virtual contact centres at Bupa Australia in 2008. He was also responsible for establishing the first digital subscriptions shared service operating model for News Corp Australia.
- General Manager / Head of Digital: Andrew has led large, multi-function business units within listed companies. As Director of Subscriptions at Fairfax Media, Andrew was accountable for a P&L of >$120 million in Consumer Revenue and lifted revenue growth by over 20%.
- Customer Experience Director: Andrew has implemented a number of voice of customer and customer journey transformation programs. His achievements have included 50 point turnarounds in Net Promoter Scores.