A portfolio of problems worth solving.
Transformations, launches, operating models and advocacy work across telecommunications, banking, insurance, e-commerce and community governance.
ServiceNow transformation
A $6.3 million transformation targeting $17.5 million in benefits.
02 · PORTFOLIO GROWTHInsurance turnaround
Digital foundations and commercial momentum for a declining portfolio.
03 · SYSTEMS THINKINGCustomer transformation
Moving NPS from deeply negative scores to advocacy while reducing cost.
04 · ENTREPRENEURSHIPE-commerce from zero to sale
Building and selling a business across Shopify, Neto and complex fulfilment.
05 · CONNECTED SERVICESTelstra Air
Operational and technical design for a national public Wi-Fi proposition.
06 · OPERATING MODELCredits and rebates
A new Philippines contact-centre model that improved NPS and reduced cost.
07 · PRODUCT LAUNCHTravel insurance
Bringing a new travel-insurance proposition to market inside a bank.
08 · CUSTOMER ADVOCACYSoLa North Lakes
Volunteer leadership through a complex multi-party building-defect dispute.
There are many more stories worth telling carefully.
Future case studies can cover digital claims, foreign cheque redesign, travel insurance launch, customer communications, portfolio reporting, owner advocacy and major building-defect remediation. Each can focus on the thinking and transferable practice without exposing confidential material.