Consulting & Transformation Experience
Client Lead Consultant @ Reconceive (Sept 2019 - June 2021)
Worked with senior leaders and operational teams to improve the success of major change initiatives.
- Applied systems thinking, Systems Leadership principles, and the Vanguard Method to understand performance from a customer perspective.
- Analysed organisational data to uncover structural constraints and unintended consequences in delivery systems.
- Coached leadership teams in redesigning services around value flow rather than internal activity.
- Supported organisations through complex operational change while maintaining delivery continuity.
This period strengthened my focus on measurement, visibility and systemic causes of performance issues.
Principal Consultant @ ThoughtWorks
Partnered with executives and technology leaders across banking, telecommunications, retail, government and not-for-profit sectors to improve delivery performance and organisational design.
Selected engagements:
National Australia Bank (2019)
Supported the Home Lending division in adopting a tribe/squad/chapter model to improve alignment between strategy and delivery.
Australian Bureau of Statistics (2018)
Led customer research into digitising key national studies, engaging directly with citizens to inform service design and pilot direction.
ANZ (2016–2017)
Led a team partnering with the enterprise PMO to establish a strategic planning room linking projects directly to strategic objectives and performance indicators. Created a shared executive forum for reviewing progress and prioritisation across the organisation.
Suncorp (2017)
Analysed historical production support demand to reveal systemic constraints impacting delivery capacity. Restructured delivery pods and introduced a continuous improvement roadmap.
Kmart Australia (2016)
Conducted a holistic review of IT delivery systems to answer the question: “How do we deliver value faster?” Identified testing bottlenecks and conflicting priorities that led to a major initiative to rebuild the merchandise platform.
Insignia (Formly IOOF) (2014–2016)
Partnered with the CIO and senior leaders on infrastructure and organisational transformation.
- Reduced customer withdrawal time from 28 days to 4.
- Reduced operational costs by 30%.
- Reduced contact centre failure demand from 96% to 20%.
Led interventions across multiple cities to improve customer-centric service delivery.
Telstra (2011–2013)
Investigated systemic delivery failures related to infrastructure firewall changes being escalated to executive level. Redesigned measurement and workflow systems, reducing turnaround time for firewall changes by 70%.
World Vision Australia (2012–2013)
Supported Agile delivery initiatives and long-term organisational delivery strategy.
Bankwest (2010–2011)
Co-led a pilot Agile team that delivered a 12-month initiative in 3 months, demonstrating a new delivery model for the organisation.