Built from the customer up.

Learning service under pressure

Commercial cookery, Medibank, EBM Insurance Brokers and Origin Energy

Commercial kitchens taught me pace, preparation, standards and accountability. Customer service roles then taught me to listen beyond what a customer first says, navigate policy and systems, and remain personally accountable when the organisation is difficult to deal with.

Those early roles were more than a prelude. They created the habits that still shape my leadership: understand the frontline reality, make work easier to do correctly and never confuse process compliance with a good customer outcome.

Eight years inside enterprise complexity

Progressive roles across customer, operations, technology, product and transformation

Telstra became my professional education. I moved through executive complaints, business improvement, product ownership, technical analysis, program leadership, revenue assurance and operational integration. Working across Melbourne, Brisbane, Manila and Mumbai exposed me to the interdependence of technology, process, people, commercial decisions and customer outcomes.

• Originated and secured funding for a ServiceNow transformation targeting $17.5M in benefits.
• Managed a $6.3M program budget and cross-functional delivery.
• Delivered $12.3M in cost reductions through product and service rationalisation.
• Contributed to NPS improvement from -57 to +25 in Customer Relations.
• Redesigned credits and rebates, moving NPS from -9 to +60 while reducing costs by $9.9M.
• Designed operational and technical models supporting Telstra Air and offshore service delivery.

About Telstra ↗

Owning every consequence

Co-Founder & Managing Director, Zach’s Pet Shop

Building an e-commerce company removed the safety of functional boundaries. I owned the website, customer journeys, payments, marketing, sourcing, finance, fulfilment, service and the consequences when any part failed.

The business generated more than $2 million in revenue across 25,000 orders and 20,000 customers. I built automation, led offshore support, shifted fulfilment externally, reached break-even and negotiated the sale of the business in 2022.

Explore The Zachary Group ↗

Product leadership in insurance

Customer Solutions and Digital Claims Experience

I returned to corporate product roles with an operator’s commercial discipline. At IAG, I led discovery and investment analysis across direct insurance brands, used Adobe Analytics and operational evidence to identify friction, and converted opportunities into funded, delivery-ready initiatives.

I later held end-to-end ownership of digital motor claims experiences across NRMA, SGIO, SGIC and ROLLiN, balancing customer need, claims operations, technology, regulation and financial targets.

About IAG ↗

Portfolio leadership in a regulated environment

Senior Product Manager, Insurance & Foreign Exchange at a large customer-owned bank

I was recruited on a six-month contract to redesign the digital general insurance experience. Across 19 sprints, the squad delivered 21 new or redesigned experiences and more than 245 delivery items. The work built the digital foundations for the portfolio’s first year-on-year GWP growth after a multi-year decline.

I was then appointed to lead enterprise strategy and commercial direction across 10 insurance and foreign exchange product lines delivered through four partnerships. Today my role spans proposition, roadmap, investment, performance, governance, operational risk and executive decision-making across a portfolio representing billions in insured assets, tens of millions in annual premium and a material share of organisational profit.

Greater scope, seniority and impact

I am open to principal, head-of and senior product, platform and customer transformation roles with greater scope, seniority and commercial accountability. I am based in Australia, but genuinely open to opportunities in the Philippines, North America and Europe, as well as the right Australian location.

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