Danielle Purtle
Summary
Strategic and customer-centric transformation leader with 15+ years' experience driving large-scale change across CX, digital platforms, and business operations. Skilled at shaping and delivering enterprise-wide programs that embed human-centred design, enable technology adoption, and improve business performance and customer experience. Proven ability to lead multi-disciplinary teams, influence senior stakeholders, and execute strategic roadmaps that create measurable value for customers and organisations.
Overview
21
21
years of professional experience
Work History
Senior Consultant CX-Customer
DXC Technology
08.2022 - Current
- Lead customer and technology transformation for clients across energy, healthcare, and consumer goods.
- Designed future-state sales and service processes, improving customer and employee experience, reducing administration effort and complaint resolution time by 80+.
- Led the co-design of services aligned to CX strategy to support vulnerable customers and digitised customer journeys to enable implementation at scale whilst also improving governance and automation.
- Delivered enterprise training and data migration strategies enabling seamless transition to new systems and processes for over 120 business users and 760,000 customers.
President (Volunteer)
Early Childhood Education NFP
12.2022 - 01.2025
- Led operational transformation for an early childhood education service, with full accountability for strategic direction, service quality, financial oversight, and cultural leadership resulting in an Exceeding rating across all Quality Standard areas by the Department of Education
- Facilitated staged growth in service capacity and program delivery aligned with community needs
- Fostered a high-trust, high-performance team culture across both committee and staff aligned with strategic goals.
Business Lead
Asahi Beverages
04.2022 - 08.2022
- Unified customer onboarding processes post-M&A to reduce credit risk and enhance customer experience.
- Defined and secured approval for a group-wide customer onboarding model and service blueprint.
- Conducted cross-functional stakeholder engagement and customer research to inform future-state design involving Customers, Legal, Credit, Sales, Business Services and IT.
- Identified appropriate vendor and delivered requirements for technical solution delivery.
Transformation Lead
Bega Dairy & Drinks
05.2021 - 02.2022
- Led digital and operational transformation across Sales and Finance functions improving customer experience and operational efficiency and reducing business risk.
- Directed two major transformation workstreams across Sales and Finance, aligning strategic goals with modernised systems and CX-first process design.
- Led delivery of a new SAP Cloud for Customer solution to manage an $18M national fridge fleet, enhancing asset governance, field sales effectiveness, and profitability through tailored business processes.
- Led the design of strategy and business processes for pricing and logistics claims, delivering a new SAP CRM solution with automated workflows that significantly improved speed, accuracy, customer experience and stakeholder visibility.
- Directed a cross-functional team of internal and vendor resources, including business analysts, change, capability, and technical teams to achieve sustainable outcomes.
- Delivered full lifecycle change: training, communications, and stakeholder engagement, ensuring high adoption and business readiness at go-live.
Claims Transformation Lead
Bega Dairy & Drinks
07.2020 - 05.2021
- Led transformation of the end-to-end customer claims process, delivering improved customer experience, cost efficiency, and operational excellence through strategic redesign and automation.
- Redesigned the customer claims strategy and operating model, aligning with business goals while significantly improving customer satisfaction and reducing administrative burden.
- Delivered a 70% reduction in claims volume and improved processing efficiency through targeted continuous improvement initiatives and lean process design.
- Applied human-centred design to reshape claims handling criteria, aligning operational decisions with customer expectations and minimising friction across the customer journey.
- Implemented Robotic Process Automation (RPA) to streamline core claims processes, reducing FTE requirements, increasing accuracy, and mitigating revenue leakage.
- Secured senior stakeholder alignment on a future-state claims model and business case, leading Steering Committee engagement and building a clear path to execution.
Pricing Operations Manager
Lion Dairy & Drinks
09.2014 - 06.2020
- Led a team of 14 analysts in the administration of pricing and trading terms for 20,000 customers. Accountable for the planning and execution of all revenue realization activities, with a focus on driving operational efficiency and strategic revenue growth.
- Developed and implemented a continuous improvement program, enhancing process efficiency and significantly improving customer experience by consistently meeting or exceeding SLAs.
- Introduced a new operating model to transition the team from a service-only function to a hybrid service/business partner function, driving deeper alignment with broader business objectives.
- Claims Resolution Project: Led a $6M legacy claims resolution with Woolworths, delivering a clean closure of aged claims with no P&L impact, through robust stakeholder engagement, detailed analysis, and strategic negotiation.
- Pricing Transformation: Served as Business Lead/SME for the implementation of a new SAP ECC pricing procedure, enabling a National List Price and a standardized view of Gross Sales Revenue and Trade Spend. Designed and oversaw data migration rules to ensure zero disruption to customer invoice pricing during go-live.
Sales Activation & Operations Leader
Lion Dairy & Drinks
07.2008 - 05.2011
- Drove national sales operations strategy, process design, and technology enablement.
- Achieved $1.35M in cost savings and $5M capital reduction through improved asset management processes.
- Led business implementation of Siebel CRM, ensuring high adoption and user satisfaction.
- Delivered enterprise reporting frameworks, improving sales team effectiveness and planning.
Commercial Analyst
Constellation Brands
08.2007 - 07.2008
- Supported commercial decision-making through data analysis and insights, enhancing state-level performance visibility and promotion effectiveness.
Business Process/Purchasing Manager
GM Holden
09.2005 - 07.2007
- Led procurement process improvements and systems integration initiatives to drive efficiency, compliance, and supplier alignment.
Sales Service Systems Project Manager
PepsiCo
01.2005 - 09.2005
- Led Route to Market transformation projects, delivering operational efficiency and improved return on investment.
Regional Sales Manager
PepsiCo
05.2004 - 01.2005
- Led a regional sales team, delivering revenue growth and exceeding annual budget by 10% achieving sales team of the year.
Skills
- Customer Experience Strategy
- Service Design
- Digital Transformation Leadership
- Technology & Data Enablement
- Process Optimisation & Automation
- Agile Delivery & Change Management
- Stakeholder Engagement & Governance
- Strategic Planning & Execution
- Team Leadership
- Financial Management
Education And Certifications
- Certified Scrum Product Owner – Axis Agile
- Service Design Elevate – Academy Xi
- SAP Certified – Sales Cloud, S/4HANA Public Cloud, S/4HANA Service
- Women Rising Leadership Program
Timeline
President (Volunteer)
Early Childhood Education NFP
12.2022 - 01.2025
Senior Consultant CX-Customer
DXC Technology
08.2022 - Current
Business Lead
Asahi Beverages
04.2022 - 08.2022
Transformation Lead
Bega Dairy & Drinks
05.2021 - 02.2022
Claims Transformation Lead
Bega Dairy & Drinks
07.2020 - 05.2021
Pricing Operations Manager
Lion Dairy & Drinks
09.2014 - 06.2020
Sales Activation & Operations Leader
Lion Dairy & Drinks
07.2008 - 05.2011
Commercial Analyst
Constellation Brands
08.2007 - 07.2008
Business Process/Purchasing Manager
GM Holden
09.2005 - 07.2007
Sales Service Systems Project Manager
PepsiCo
01.2005 - 09.2005
Regional Sales Manager
PepsiCo
05.2004 - 01.2005
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