SCOTT DOWN­ING

HEAD OF CUS­TOMER EX­PE­RI­ENCE, ROCK­END

Elite Property Manager - - News -

Where are you from orig­i­nally and where do you call home now?

I was born in Not­ting­ham in the UK and moved to Syd­ney 10 years ago. That’s now def­i­nitely home, as it’s where my part­ner and two cocker spaniels are.

Who or what in­spires you at the mo­ment?

My work in­spires me. I have the op­por­tu­nity to work with great peo­ple and re­ally change the way that we’re work­ing and help­ing our cus­tomers.

What’s the most im­por­tant pro­ject you are work­ing on right now?

Our Cus­tomer Ex­pe­ri­ence and Ad­vo­cacy Strat­egy. I’m work­ing with my team to build an en­tire new way of work­ing. How we serve our cus­tomers, lead our teams, and drive in­sight and im­prove­ment to en­sure that we have real cus­tomer in­sights in our decision-mak­ing.

Trend to watch in the in­dus­try?

So­cial me­dia. The land­scape is be­com­ing in­creas­ingly dig­i­tal and ag­ile, with huge shifts in cus­tomers de­mand­ing in­for­ma­tion real time about their main as­set or in­vest­ment: their prop­erty.

Favourite quote or words to live by?

“You don’t learn to walk by fol­low­ing rules. You learn by do­ing and by fall­ing over” (Richard Bran­son). I’m a big be­liever that get­ting into the work, be­ing close to your cus­tomers and teams is the only way to be a great leader. Fail­ing is learn­ing.

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