Ben Vidovich
Melbourne
Summary
Customer Experience executive with a demonstrated history delivering customer led transformational change across multiple geographies and industries including Oil and Gas, ICT, Finance, Energy, and Government. Skilled in thought leadership, digital transformation, customer strategy, customer experience design, voice of the customer, operational leadership, customer and community engagement and delivering business growth and cost optimisation.
Overview
26
26
years of professional experience
Work History
Head of Customer Experience Program
Alinta Energy
12.2023 - Current
- Reporting to the GM Customer Engagement, the role is responsible for Leading the Customer Experience function and developing and implementing the Alinta Energy Retail Customer Experience Strategy, delivering a digital-first, data and AI-powered CX customer experience shifting from a traditional channel CX to an omni-channel CX approach.
- The role is accountable for designing, developing and delivering of all Customer Experience strategic initiatives across Sales, Service and Marketing to drive profitable growth, cost optimisation and customer experience.
- The role also leads the Customer Experience team, Quality Assurance Team and Customer Service and Vulnerable Customer and Advocacy Product Teams.
- Key Achievements: Design and delivery of the Digital & Self-Service Channels optimisation program including the Alinta App, MyAccount and Genysis EVO platform, resulting in a reduction in calls per customer by 20% YoY, 72% touchless servicing and an App performance of 4.5 App Store Rating with a 67% Conversion rate.
Principal Customer Experience Lead
NSW Dept of Customer Service - NSW Telco Authority
09.2021 - 12.2023
- Reporting to the Chief Customer Officer, the role was responsible for leading the organisation wide Customer Experience strategy, transformation and function.
- Key deliverables included the design and implementation of a VoC program, a Human Centred Design capability and an action program delivering customer and employee experience improvements across people, process and technology.
- The role was also responsible for supporting customer centricity throughout the NSW Department of Customer Service through centre of excellence groups, including CX Design and VoC.
- Key Achievements: Delivery of a customer centricity program driving operational efficiency, digital uplift, customer pain point reduction and a customer culture uplift resulting in an improvement of Customer Effort Score from 66% to 82%.
- Shortlisted in the 2022 Customer Experience Awards for 'Best CX Transformation'.
Customer Experience/Service Lead
South Gippsland Water
07.2020 - 09.2021
- Reporting to the GM People, Culture and Customer the role was responsible for leading the organisation wide Customer Experience Strategy and function including the operational management of the Customer Contact Centre.
- Key deliverables of the role included the design and implementation of a customer experience strategy and function, the implementation of a Customer Experience Design capability and a VoC insight program.
- Key Achievements: Development of a customer service stabilization program of work targeted towards increasing customer advocacy including a customer service best practice simplification and optimization program delivering customer service principles, service standards, access channel review, performance monitoring, resource management and customer organizational structure review including the development of a CRM strategy.
Customer Experience Consulting Manager
Optus Business
01.2015 - 07.2019
- Reporting to the Executive Director Customer Experience and Innovation the role was responsible for defining, designing and implementing business transformation initiatives to drive an improved experience for Optus customers.
- The key deliverables included managing the VoC program, delivering issue based insight into key customer experience opportunities and identifying and implementing strategic and tactical customer transformation initiatives to drive advocacy and business growth.
- Key Achievements: Development and ongoing program management of an Enterprise wide customer transformation program of work to simplify and enhance the customer journey including onboarding, customer service, billing and complaint management through process, technology, people, organization and best practice reviews and initiatives.
- Improved NPS from -5.6 to +22.4 in 24 months.
Contract Roles – CX Head/Lead
Various
08.2010 - 12.2014
- Contract roles across Red Cross, Australia Post and GE Capital focussed on designing and implementing Customer Experience Strategies and functions with a focus on Digital experience, amplified insights into action capabilities and developing and delivering branded Customer Experience across customer journeys.
- The roles included CX business case for change, Customer Experience Council implementations, segmentation analysis, ROI models and the implementation of VoC platforms including Medallia.
Global Operational Excellence Head - East
Shell Australia
06.2006 - 08.2010
- Reporting to the GM Global Customer Service Assurance the role was the 'customer champion' function for driving customer experience and cross functional Operational Excellence for Shell’s customer touch points and across key e2e business processes and functional groups, including Customer Service, Retail, Distribution and Finance.
- The role was accountable for driving business and customer excellence across 11 Countries.
- Operational management of the Australian Call Centre during the transition from on-shore to off-shore (FTE 120).
- Key Achievements: Lead for the Customer Service organisation in the successful migration of multiple Customer Service centers from In House On-Shore to Off-shore Shared Services, including Australia and New Zealand CSC’s to Manila, and Indonesia and Hong Kong CSC’s to Kuala Lumper.
- Implementation of business wide cross-functional Customer and Business Improvement Forums throughout the East.
- Through the implementation of Balanced Scorecards, Process Leadership and the use of Lean 6 Sigma methodology and tools delivery of over AUD 12M in savings.
Customer Service Assurance Manager – AU/NZ
Shell Australia
07.2002 - 06.2006
Team Manager Customer Service AU
Shell Australia
01.1999 - 07.2002
Education
Bachelor of Arts - Politics Major
Monash University
Melbourne, VICSkills
- Customer Strategy
- Data-driven decision making
- Strategic thinking
- Customer segmentation
- Innovative mindset
- Digital Transformation
- Stakeholder Management
- Human Centred Design
Key Competencies
- Strategy, Experience in the positioning of Customer within organizations to meet business alignment, growth, industry changes and disruption
- Digital Transformation, Experienced in leading digital transformation across organisations to deliver Customer Experience, cost to serve and ROI benefit realisation
- Stakeholder Management, Proven experience in building successful relationships at the executive, board, operational and business partner level
- Human Centred Design, Experience helping organisations understand customer needs, priorities and pain points and establishing the capability to co-create products and services
- Leadership, Leadership at an executive business level across organisations. Management of senior leaders across multiple roles, geographies and countries
Educational Overview
- VCE, Xavier College, Victoria, Australia
- Bachelor of Arts, Monash University, Victoria, Australia, Politics
Business Training
- Agile Fundamentals, AIM
- Executive Leadership Training, AIM
- Senior Leadership Training, Shell/PDI
- 6 Sigma and Lean in the Organisation, Shell Open University
- 6 Sigma and the Corporate Enterprise, Shell Open University
- Leadership in 6 Sigma, Shell Open University
- Managing and Deploying Six Sigma, Shell Open University
- Train the Trainer/Team Leader, Achieve Global
- Advanced Presentation Skills, Shell Open University
Professional Highlights
- Head of Customer Experience Program, Alinta Energy
- Principal Customer Experience Lead, NSW Dept of Cust Service
- Customer Experience/Service Lead, South Gippsland Water
- Customer Experience Consulting Manager, Optus Business
- Customer Experience Manager – AU&NZ, GE Capital
- Global Operational Excellence Head – East, Shell Australia
Timeline
Head of Customer Experience Program
Alinta Energy
12.2023 - Current
Principal Customer Experience Lead
NSW Dept of Customer Service - NSW Telco Authority
09.2021 - 12.2023
Customer Experience/Service Lead
South Gippsland Water
07.2020 - 09.2021
Customer Experience Consulting Manager
Optus Business
01.2015 - 07.2019
Contract Roles – CX Head/Lead
Various
08.2010 - 12.2014
Global Operational Excellence Head - East
Shell Australia
06.2006 - 08.2010
Customer Service Assurance Manager – AU/NZ
Shell Australia
07.2002 - 06.2006
Team Manager Customer Service AU
Shell Australia
01.1999 - 07.2002
Bachelor of Arts - Politics Major
Monash University
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