CUSTOMER SCIENCE - Key Persons
Aaron is a Business Analyst experienced in both customer-facing and business process review and optimisation. As a customer experience practitioner, his CX skills include customer journey mapping and persona creation, customer and stakeholder engagement and workshop/co-design facilitation. Aaron is passionate about solving people-centric problems and believes the most valuable solutions are delivered through designing with a customer, not for them.
Alexander has recently joined Doll Martin in a graduate program, coming from a background in film production. His experience in writing, project management and coordination have since been applied in the areas of health information and data management. From working as a production assistant in the film industry, Alexander has had experience developing and co-ordinating schedules and resources across multiple locations, managing delivery, and supporting multiple projects operating concurrently.
Alexander's creative background has given him experience that lends itself to the creation and management of graphical assets as well as a strength in research and writing that he has since used in a number of articles surrounding the privacy implications of digital health strategies and other topics. Alexander has experience in survey design and analysis, and in graphical presentation to ensure quality results.
Job Titles:
- Practice Director
- Practice Director for CX Research, Consulting & Professional Services
Andrew has over 25 years of experience in the financial services sector including experience in the USA, UK, Canada and Asia. He brings a wealth of knowledge from his award winning Customer Experience General Management, of the American Express Australia and New Zealand region. He now shares this knowledge to design and deliver Customer Experience (CX) strategy and digital transformation.
His corporate responsibilities have included Board of Director for Amex in Australia and Canada, strategic leadership for Customer Experience, large team leadership of contact centres, operations and back office fulfilment teams.
Andrew's passion for keeping the customer at the centre for decision making has ensured whole organisation responsibility for the customer experience, aligning product design, technology, investment and front line contact centre delivery ensuring customer experience is a business success driver not a cost centre.
Job Titles:
- Principal
- Principal Automation
- Technology Executive
Bart Thomas is a highly accomplished technology executive with over 25 years of experience sales, customer success, marketing, operational & delivery roles. With a career spanning several industries, Bart is skilled at leading teams to achieve their full potential and exceed business goals.
As an accomplished executive, Bart has a deep understanding of the technologies and processes that drive business success such as Agile, Cloud, DevOps and Process Optimisation. He is highly skilled in project management, business analysis, and operations planning, and has successfully led large-scale transformation initiatives across multiple industries.
Throughout his career, Bart has held various senior leadership positions, where he has successfully spearheaded operational excellence initiatives, workforce optimization and transformation programs, and other strategic initiatives. Bart is passionate about innovation and driving change. He has a keen eye for detail and is dedicated to ensuring that projects are delivered to the highest standards of quality and efficiency.
Bart is a strategic thinker and a collaborative leader with a passion for technology innovation to enable business transformation. He has a Master of Business Administration degree from the Australian Institute of Business and proven skills in project management and operations management.
Job Titles:
- Practice Director
- Practice Director Contractors & Workforce Augmentation
Catherine joins Customer Science as our Shared Resources Line of Business Manager. She is an Executive Consultant with 14 years' experience specialising in talent acquisition across commercial business, public sector and professional services in technology. She is a proactive consultant with a strong customer service focus.
Catherine has experience contributing to building and growing businesses and managing contractor pools. She has a proven track record placing and managing contractors for project-based consulting work for a broad range of skill sets and industries. She is a talent expert and networker who advises on the current job market and talent insights.
Catherine is a people person. A culture champion who thrives in an environment with variety like consulting. She has a passion for adding value and is an open communicator.
Christine has career success and achievement in Customer Experience strategy and transformation for corporate, government and not-for-profit entities in the aged care, disability, community services, and health sectors. She brings a strategic and creative problem-solving approach that delivers unique solutions for organisational challenges.
Passionate about leveraging her knowledge of Business Improvement and Customer Service best practices to help organisations achieve their growth or transformation objectives, she is insightful and collaborative with a developed understanding of commercial realities.
She has worked with leaders and team members at all levels from frontline customer service delivery to the board room. Her approach is to co-design and build future services, customer experiences and digital solutions that inspire and motivate the whole team to engage and focus on identifying opportunities for improved business and customer outcomes.
Job Titles:
- Manager
- Manager Office and Accounts
Job Titles:
- Senior Consultant
- Senior Information Management Consultant
Darius is a senior information management consultant providing input in the areas strategic planning, data management, data privacy and modelling and visualisation. His work has focused on the development of practical strategies and sustainable implementations for the public sectors. Darius's main activities have been the development and review of the strategies, structures and tools used in the areas of information gathering, system change and stakeholder engagement. This has been complemented by additional work in the development and upkeep of structures and tools used in the research and reporting process, including the implementation of collaborative, online, work environments for international, multi-party projects.
He has conducted evaluations and reviews of implementations of information and data collection practices at both the design and implementation stages. He has performed data quality health-checks for department-wide systems and helped implement broader quality assurance methodologies. Darius has a full understanding about the role of privacy in the use of data and the dynamics and constraints on the collection and use of health information in particular.
Job Titles:
- Business Leader
- Manager Projects & Development Automation
Doug Den Mulder is an experienced business leader and IT project manager with a proven track record of spearheading operational excellence to enhance organizational performance, profitability, and growth. With a wealth of experience spanning several industries, Doug is highly skilled in leading operations and IT project delivery teams to success.
He has a deep understanding of the technologies and processes that drive business success. Doug is known for his ability to deliver complex IT projects on time and within budget, while also coaching and mentoring team members to achieve their full potential.
He is well-versed in project management and business analysis and has a strong history of implementing process improvement programs, workforce optimization and transformation, and operations planning and administration. He has a keen eye for detail and is dedicated to ensuring that projects are delivered to the highest standards of quality and efficiency.
Doug is a highly skilled professional with a passion for delivering exceptional results for his clients. He holds bachelor's degrees in information technology and commerce as well as certifications in Frontline and Business management. In his free time, Doug enjoys staying active and continues to challenge himself.
Emily is a highly experienced customer service and business improvement professional. She brings 5 years' experience as a business analyst with a focus on Customer Experience and business process design.
Emily is passionate about aligning business process to the customer experience and prioritising the voice of the customer in all decision making.
She has extensive experience in implementing and improving Voice of the Customer (VoC) programs including feedback surveys, data analysis and continual improvement programs
Job Titles:
- Client & Partnership Manager
Emma is a seasoned professional with over 20 years experience, spanning both the Asia Pacific and US markets, her roles have included managing client relationships and leading strategic alliances.
Emma is passionate about delivering exceptional customer service, playing to her strength, Emma has an authentic ability to side with and understand the customer. She is tenacious and highly focused when it comes to achieving the best possible outcomes for her clients and partners.
Job Titles:
- Practice Director
- Practice Director Automation
Jacko joins Customer Science Group as our Intelligence Automation line of business manager, with over 20 years of consulting experience, 15+ years of involvement & understanding in Automation, including three years of Intelligent process automation(IPA), outsourcing, offshoring and managed service management, his expertise is world class.
He has worked across many verticals, including financial services, local government, and all client sizes, from small not-for-profits to the big four banks.
He specialises in building IPA delivery teams and solutions, ensuring the quality of delivery to our clients. As a trusted advisor, Jacko uses his experience in consulting, outsourcing and offshoring to provide expert advice and guidance to clients.
Jacko is passionate about Automation, and his consulting and technology background allows him to bridge the gap between business team requirements and technical team understanding and vice versa.
Job Titles:
- Program Manager / Technology Company
Job Titles:
- Practice Director
- Practice Director Digital Health & Care
Job Titles:
- Practice Director
- Practice Director for Contact Centre Technology & Products
Job Titles:
- Practice Director
- Practice Director Business Technology