HEAD OF CUSTOMER EXPERIENCE, ROCKEND
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.