INSIGHTS. Transformation. Strategy.

Developed and implemented the IT Strategic Roadmap that enabled the organisation to swiftly pivot to telehealth service delivery during the COVID pandemic. This initiative included overseeing the transition to a new managed service provider (MSP), which involved the migration to Office 365, the rollout of new hardware, and the development of a standard operating environment (SOE). Additionally, the project encompassed the migration from on-premises servers to virtual servers, a comprehensive cyber security review, and the implementation of multifactor authentication (MFA).

Developed and delivered the organisational Customer Strategy, informed by extensive community and internal qualitative and quantitative research involving over 1,200 participants. This strategy focused on transforming digital services, developing new offerings, and enhancing organisational culture to support customer-centric operations. The comprehensive approach ensured alignment with community needs and expectations, driving significant improvements in service delivery and overall customer experience.

Successfully led a large nonprofit organisation through its inaugural NDIS audit, achieving a remarkable outcome of no major or minor non-compliances in the audit findings. This process involved overseeing risk-based regulatory actions from both operational and strategic perspectives, ensuring that all necessary measures were in place to meet compliance requirements. The effective management of the audit process not only demonstrated the organisation's commitment to quality and accountability but also reinforced its reputation within the sector.

Conducted extensive community research to identify key market segments, enabling the organisation to tailor communications, service design, and product development to better meet the diverse needs of stakeholders. This project involved a comprehensive analysis of community insights, ensuring that strategies were aligned with the specific preferences and expectations of each segment.

In another project, a market analysis was undertaken to identify service offering gaps and explore potential opportunities for diversifying the organisation’s service portfolio. This proactive approach positioned the organisation for growth and allowed it to effectively respond to emerging community needs.

A comprehensive employee engagement program was developed and implemented for a geographically diverse workforce of over 350 full-time equivalents (FTE). This initiative included structured employee recognition programs designed to celebrate achievements and reinforce organisational values, fostering a culture of appreciation. Open communication channels were facilitated through skip-level meetings and feedback forums, encouraging dialogue between all levels of the organisation and enhancing employee voice. Additionally, a program was established to prompt employees to focus on organisational values during team meetings, aligning daily activities with the company’s mission. Direct engagement with employees across various locations demonstrated a commitment to understanding their experiences and perspectives. This multifaceted approach significantly improved employee morale and cohesion, ultimately contributing to a more engaged and productive workforce.

Led a team of specialists in the design, build, and implementation of reporting solutions and IT data feeds. This program of work was approached with a strong focus on business performance, driving data-informed insights to enhance continuous improvement initiatives. Key achievements included the successful development and implementation of new customer experience metrics, which enabled real-time management of work queues and provided executive reporting insights that informed strategic decision-making.