Diane specialises in customer experience transformation, from strategy through to execution using customer insights and analytics, supported by customer measurement. She is passionate about collaborating with clients to re-build trust and deliver improved social and economic outcomes by putting citizens needs at the forefront of policy design and service delivery. Diane works extensively across the government sector and leads PwC’s Centre for Citizen Research.
Teachers Mutual Bank
Tim’s specialty lies within Contact Centres that focus on Sales through Service.
Tim has many years of management experience working both operationally and
strategically to return high staff engagement and customer satisfaction.
After 20 years with the Bank of Scotland and Lloyds Banking group in the United
Kingdom and Australia, Tim joined Teachers Mutual Bank in 2012 and now leads the
development and integration of the bank’s Contact Centre capability nationally.
With the evolution of digital channels and the opportunities this brings to deliver a better
customer experience, Tim is passionate about supporting people through change and
adapting to new technologies.
Australian Taxation Office
Claire is currently the Assistant Commissioner, Service Strategy and Assurance based in the ATO Penrith office.
Claire has been pivotal in the creation of the ATO’s Digital Strategy and Digital Transformation plan.
Her current work is focussed on setting the direction for the ATO’s future service experience.
Claire has worked in the Australian Taxation Office for 11 years in various areas such as Finance, Governance and Service Delivery.
Claire holds a Bachelor of Science, majoring in Mathematics and a Masters of Public Administration.
Susannah joined Sydney Trains as Executive Director, Customer Service in February 2016 and is responsible for being the voice of Sydney Trains’ customers. Susannah’s goal is to continually improve customer satisfaction results to the highest possible standards by providing consistent day-to- day services and putting customers at the centre of all transport service delivery.
Susannah has worked closely with her executive and the broader Customer Service team to develop our Customer Service Directorate Strategy to 2019 – Think Customer, Connect Team, Be Brilliant!
Susannah is looking rolling out this strategy which is underpinned by a series of exciting initiatives
aligned to the priorities of the Premier, Transport for NSW and Sydney Trains.
City of Casey
Chris is leading the digital, data, information management and Smart City programs at the City of Casey, one of Australia’s largest and fastest growing municipalities. Before Casey, Chris spent 10 years learning about service delivery at scale in a large Federal bureaucracy before making the switch to Local Government in 2015. Chris is now in his dream job where he can combine his obsession for designing better public services with his passion for technology and data.
Department of Transport and Main Roads, Queensland
In her role as the Director of Research and Insights in Customer Experience, Jean is responsible for developing and executing strategies to capture the voice of the customer and ensure that voice is integrated into business activities and the design of products and services at Transport and Main Roads. She believes in the potential of government to empower its citizenry and so has spent her career working to build the capacity of government agencies to understand our customers’ needs and expectations, to enable us to meet those expectations and to innovate to enhance customer experience into the future. She has held research roles in academia as well as roles in service design, organisational change, regulatory reform and customer experience in government.
Whitsunday Regional Council
Shane Douglas has over 15 years of Management experience in customer facing industries within the Private sector. In his first foray into local government he has taken on the role of Manager- Customer Service and Rates with the Whitsunday Regional Council. In this role his responsibility is not only to manage the 3 service centres in the Whitsunday Region but to transform the attitude and focus of the entire organisation to have everyone focussed on delivering on the expectations of the community, after all “Customer Service Resides with Everyone”.
Hume City Council
Prior to joining Hume Michael worked as a Media Advisor at the Department of Premier and Cabinet and the Department of Human Services where he developed a proven track record in leading and delivering an extensive range of communications strategies and projects.
As the current Strategic Communications Advisor for Splash Aqua Park and Leisure Centre, Michael’s primary responsibilities have spanned across strategic communications, sales and marketing, website and app development, social media strategy, video and multimedia production, customer experience strategy, reputation and issues management, branding and identity.
Hume City Council
A highly qualified Learning and Development professional with a Postgraduate Certificate in Neuro Linguistic Programing and nearly 10 years’ experience in achieving impactful training and client focused outcomes, complemented by an expansive customer service, commercial and consulting background. Recipient of the 2015 Outstanding Individual of the Year Award at Hume and President of the AITD Vic/Tas Council.
Lisa’s passion and enthusiasm for her role starts with ensuring staff are well equipped with the knowledge and resources to deliver exceptional customer service. Primarily responsible to design and deliver a suite of blended training programs that address skill and capability gaps across all customer interacting staff and rolling out the Customer Focus Strategy across the people, systems and processes at Hume.
Blue Mountains City Council
Damien Robinson is the Senior Customer Service Advisor at Blue Mountains City Council. Since commencing in 2012, Damien has successfully implemented improvements to Customer touch point interactions and internal processes using his skills and experience gained in the Contact Centre industry for over 10 years in Tourism and Telecommunications. Damien is passionate about the role of Customer Service as influencers within an organisation and the innovative uses of technology to improve the quality of service delivery to all customers, when and how they want it. This past year, Damien joined the executive of the NLGCSN, presented at its 2015 conference and presented at and chaired the GOVCC 2015 summit.
City of Sydney Council
Catherine is a Customer Service strategic & operational professional with 20+ years private and public sector experience. Catherine has worked with City of Sydney for 7 years and focused on customer experience and developing a service culture. Prior to working with the City, Catherine was Manager Customer Service for Reader’s Digest where she provided strategic leadership across Asia Pacific creating a united service experience focus & strategic direction.
Department of Agriculture and Fisheries Queensland
John has worked in the for profit, not-for-profit and public sectors, predominantly within project management and business improvement roles. Having worked in industries such as superannuation, aged care and workers’ compensation, John is currently the General Manager of the Customer and Business Services Group within the Queensland Department of Agriculture and Fisheries. John will share some of the highlights and lowlights of his various roles and describe an approach to managing business improvement activities that blend together the process of change, with the people involved in making it a success.
Steven is a service delivery specialist with over 15 years of experience in state and local government, management consulting and private industry.
Steven is the Director Service Centres at Service NSW and is responsible for delivering customer-facing frontline services at over 80 locations across the state.
His commercial acumen and sharp focus on operational efficiency and positive customer experience have placed him at the front of Service NSW’s rapid growth over the past four years.
NSW Police Force
Superintendent Brett Greentree joined the NSWPF in February 1995, and in August, was stationed at the Manly Patrol and later City of Sydney Patrol during his Probationary period. In 1997, Superintendent Greentree moved to Moree Patrol where he worked in general duties, the anti-theft unit and A-List before obtaining a permanent position in the Barwon LAC criminal investigation team.
Superintendent Greentree was designated as a Detective in 2002 at which time he was working as a child protection investigator attached to Inverell JIRT. He was promoted to general duties Sergeant, at Tingha, in June 2003 and in March 2004 was appointed to the rank of Detective Sergeant at Tweed Heads (Tweed/Byron LAC). Superintendent Greentree spent a considerable period of time relieving as Duty Officer at Tweed/Byron LAC and also a period of time at Oxley LAC as a Duty Officer.
In 2007, Superintendent Greentree was promoted to the rank of Detective Inspector in the position of Darling River LAC Crime Manager, stationed at Bourke. He moved to the Central Hunter LAC, as Crime Manager, in September 2010 and in April 2012 was promoted to the rank of Superintendent in the position of Staff Officer – Office of the Deputy Commissioner, Specialist Operations. In July 2013, Superintendent Greentree assumed command of the Lake Macquarie LAC until December 2017. He is now in command of the Newcastle City Police District, one of the largest commands in the State. Superintendent Greentree is the current Corporate Sponsor for Customer Service, a position he has held for five years.
Nick is a Manager in PwC’s Customer Consulting business, focussed on helping clients to improve their customer experience and performance.
Nick has supported clients across a range of industries to design and implement transformation programs that have sustainably improved performance and customer experience. Nick has experience across a range of skills including customer strategy, customer experience design, customer analytics, business casing, managing market/vendor engagement and implementing change initiatives.