Daniel Mackay

As the business lead for the Quote and Buy application and the Digital Policy Management application, I drive initiatives to deliver streamlined customer journeys across the Direct to Consumer business. I collaborate with local and global business, IT, and Architecture teams to ensure functionality aligns with Australian market needs, optimises business operations, and provides an exceptional experience for customers. In a leadership capacity, I have guided a team of up to seven Business Analysts, steering project activities to achieve impactful, customer-focused outcomes.

• Customer-Centric Program Leadership: Lead the delivery of streamlined, customer-focused digital journeys, ensuring solutions align with target outcomes for customer engagement and satisfaction.

• Cross-Functional Collaboration & Program Engagement: Collaborate with local and global stakeholders, IT, and Architecture teams to ensure functionality fits the Australian market, simplifying business operations while delivering a best-in-class experience to customers.

• Stakeholder Relationship Development: Develop and strengthen relationships across local and global stakeholders, aligning strategies and initiatives to meet market needs and achieve shared business goals.

• Agile Project & Change Management: Act as both a Product Owner and Scrum Master within agile teams, prioritising backlogs, facilitating sprint planning and retrospectives, and ensuring seamless integration and smooth transitions for frontline teams.

• Experience Improvement & Operational Efficiency: Identify and implement improvements in customer and employee experiences to drive growth, support operational efficiency, and enhance the end-to-end service journey.

• Leadership & Mentorship: Guide a team of up to seven Business Analysts, providing leadership and support to ensure project activities align with customer and business objectives.

• Timely & High-Quality Project Delivery: Consistently deliver project cycles on time and to a high standard, managing resources and timelines effectively to ensure that all milestones are met with exceptional quality and attention to detail.

• Governance & Compliance Adherence: Ensure alignment with project governance structures and compliance frameworks, supporting audit requirements, managing risks, and maintaining quality standards throughout project delivery.

As a Customer Retention Specialist within the distribution area, I focused on developing initiatives to enhance customer retention across the direct-to-customer home and motor portfolios. I collaborated closely with marketing and the contact centre to implement strategies that supported customer loyalty and satisfaction, ultimately contributing to portfolio growth and long-term customer relationships.

• Retention Initiative Development: Identified and proposed targeted initiatives aimed at improving customer retention, analysing data to tailor strategies that effectively addressed customer needs and preferences in the home and motor insurance portfolios.

• Stakeholder Collaboration: Worked closely with marketing and contact centre teams to develop and execute retention campaigns, ensuring alignment with brand messaging and customer engagement goals.

• Customer Experience Enhancement: Engaged in customer journey mapping and feedback analysis to identify pain points and improvement opportunities, contributing to an optimised experience across channels.

• Data-Driven Strategy: Utilised customer data and insights to inform retention strategies, supporting data-driven decision-making and measuring the effectiveness of initiatives on customer loyalty and retention rates.

As a Frontline Team Leader in the contact centre, I was responsible for coaching a high-performing team of sales and servicing consultants to deliver outstanding customer service while achieving key business outcomes. Through focused coaching and performance management, my team consistently ranked as one of the top-performing team across the Allianz.

• Team Coaching & Development: Provided targeted coaching to develop consultants' customer service and sales skills, fostering a customer-first approach that promoted loyalty and satisfaction.

• Performance Excellence: Led the team to consistently achieve top performance rankings across multiple contact centre locations, recognised for outstanding customer service and business results.

• Customer Service & Business Outcomes: Balanced customer service excellence with business priorities, ensuring my team contributed to positive outcomes such as improved retention rates and revenue growth.

• Continuous Improvement: Identified improvement areas and implemented strategies to optimise team performance, leveraging feedback and metrics to drive continuous improvement.