Product Lead – AI & Customer Experience (Contact Centre) at Australia Post (2024-06 – Present)
Leading strategic planning, prioritisation and delivery across Australia Post's customer-service AI portfolio, shaping concurrent digital initiatives from opportunity definition through governance, delivery readiness and value realisation.
- Leading cross-functional teams across business, product, technology, operations, data and risk, establishing governance, decision-making processes and clear accountability for initiative planning and delivery outcomes.
- Owning a multi-million-dollar digital and AI investment portfolio, leading roadmap and portfolio prioritisation, governance, decision gates, stakeholder alignment, benefits measurement and assessment of delivery risks and trade-offs across concurrent initiatives.
- Developed and contributed to business cases and investment submissions, clarifying strategic alignment, scope, expected benefits, delivery risks and resource requirements.
- Partnering with business and technology leaders on architecture decisions, investment trade-offs, initiative sequencing, resource requirements and delivery planning across concurrent workstreams.
- Supported resource and capacity planning across concurrent initiatives, balancing available funding, specialist capability, delivery dependencies and workforce capacity.
- Driving 15–25% reduction in cost-to-serve through intelligent automation, routing optimisation and AI-assisted service across millions of customer interactions annually.
- Increasing automation and containment to ~30–50% of customer interactions across key journeys through agentic AI deployment at enterprise scale.
- Leading transition from legacy chatbot and IVR platforms to an agentic AI service model (Agentforce), managing risk, governance and operational readiness throughout.
- Established performance measures and reporting practices covering automation, containment, customer outcomes, operational performance, cost-to-serve, delivery risks and expected value.
Principal Product Consultant (Bupa Account) at Bound Interactive (2024-04 – 2024-05)
Supported a key enterprise client (Bupa) across product strategy, platform enablement and content syndication to improve customer engagement outcomes.
- Partnered with internal and client stakeholders to shape product direction and define content syndication and platform strategy, aligning capabilities with customer experience objectives.
- Contributed to early exploration of AI-enabled personalisation and content optimisation, improving relevance and scalability of content across digital channels.
- Recognised early for leadership and collaboration, nominated for "Leading with Empathy" within the first month.
Digital Product Owner – Customer Channels (Web, Mobile & APIs) at AGL (2021-09 – 2024-03)
Owned and evolved AGL's core digital customer platforms, including web and mobile (iOS and Android) self-service channels, as a unified product system supporting 1.1M+ active users across residential and business segments. The platform operated as the primary customer interface, comparable in scale and complexity to internet banking.
- Led strategic planning, roadmap development and investment prioritisation across AGL's unified web, mobile and API portfolio, aligning initiatives with customer, operational, regulatory and digital priorities.
- Led and developed Business Analysts operating with Product Owner accountability across multiple squads, establishing consistent approaches to initiative definition, prioritisation, governance, backlog quality and delivery readiness.
- Partnered across business and technology teams to assess initiative scope, dependencies, delivery risks and architecture trade-offs, ensuring initiatives were strategically aligned, appropriately defined and ready for delivery.
- Transformed digital self-service capabilities across billing, account management and servicing journeys, contributing to a ~10–20% reduction in contact centre demand and cost-to-serve.
- Partnered with customer, marketing and commercial teams to launch new digital capabilities, supporting customer take-up, digital adoption and conversion across key servicing and sales journeys.
- Delivered NPS improvement from 10 to 30 through redesign of key customer journeys across web and mobile channels.
- Led modernisation of platform technologies, improving performance, reliability, accessibility and security posture, including remediation of critical customer data exposure risks.
- Used customer, operational and digital-performance measures to monitor portfolio outcomes, inform prioritisation and support investment and roadmap decisions.
Digital Product Owner – Customer Channels (Web, Mobile & APIs) at EnergyAustralia (ea) (2019-01 – 2021-09)
Led the transformation of the core web portal into a scalable, high-adoption digital self-service platform for residential and business customers, supporting millions of customer interactions annually.
- Led digital initiative planning, roadmap prioritisation and delivery across multiple teams, ensuring initiatives were well-defined, strategically aligned and positioned for successful delivery.
- Led and developed Business Analysts across delivery squads, establishing accountability for initiative definition, prioritisation, planning quality, delivery readiness and journey outcomes.
- Increased digital self-service adoption by ~10% year-on-year, contributing to a ~15% reduction in contact centre demand and reduced reliance on assisted channels.
- Drove uplift of key customer journeys across billing, account management and servicing, improving overall customer experience and engagement.
- Led transition to continuous delivery (fortnightly → daily releases), significantly improving speed-to-market and delivery efficiency.
- Provided strategic advice to senior business and technology stakeholders on digital opportunities, delivery risks, sequencing, investment priorities and platform improvements in a regulated environment.
- Championed customer research, experimentation and data-led decision making to inform prioritisation and product innovation.
Lead Product Manager – Internet Banking Platform at National Australia Bank (NAB) (2018-01 – 2018-12)
Owned one of Australia's largest digital banking platforms serving 4.5M+ customers, leading teams of Product Owners and Business Analysts with embedded accountability for outcomes, prioritisation and delivery decisions across platform squads.
- Led strategic portfolio planning, roadmap prioritisation and governance for a business-critical platform, advising senior stakeholders on opportunities, risks, investment trade-offs and delivery sequencing.
- Led cross-functional teams across product, engineering and operations, driving delivery of core digital capabilities and platform enhancements at scale.
- Drove continuous platform improvements, contributing to sustained growth in digital adoption and customer self-service engagement across key banking journeys.
- Established governance and performance oversight across platform initiatives, monitoring delivery progress, operational risks, compliance, customer outcomes and
