Felicity Coughlan

In this newly created role, I designed and executed Sonder’s enterprise onboarding strategy to enhance customer experience through effective change and project management, automation, and strategic stakeholder engagement.

Key achievements:

• Increased activation rates from 10% to 30% by introducing goal-driven onboarding frameworks, and aligning onboarding milestones with client-defined success metrics.
• Improved delivery speed and efficiency by embedding agile ways of working, and introducing tech-driven automation.
• Partnered with executive stakeholders to define ROI, and implement tailored onboarding experiences that directly support business outcomes.

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Led Go1’s expansion into the tertiary education and public sector market, focusing on digital transformation and scalable L&D solutions. Following organizational redundancies, I transitioned into Customer Experience to support global communications and scalable onboarding solutions.

Key achievements:

• Drove 40% revenue growth in teacher professional development, leading to a successful acquisition.
• Achieved 100% year-over-year growth in university and TAFE partnerships through nationwide Microsoft Bootcamps.
• Co-led upskilling initiatives with PwC Academy (NZ) for finance professionals.
• Designed and implemented a CSAT program with journey-based feedback loops.
• Built out 1:many programs and tech-touch onboarding models to reduce the need for 1:1 CSM support across SMB and MM segments.

Led customer success and implementation for MedApp, a clinician-focused mobile app and dashboard that supports onboarding, education, and hospital operations.

Key achievements: Scaled the platform from 5,000 to 55,000 users across 56 hospitals, globally.

• Scaled the platform from 5,000 to 55,000 users across 56 hospitals, globally.
• Led the first implementations for nursing and allied health verticals, and supported entry into international markets (UK, Canada).
• Drove feature adoption by working closely with product teams on user research and prioritization.
• Secured a statewide disaster communications contract with NSW Health during COVID-19.

Led change management for Bupa’s first global SaaS rollout, consolidating over a dozen HR systems into Workday.

Key achievements:

• Designed and delivered the change management strategy for aged care and dental clinic divisions across Australia.
• Developed leadership and employee enablement programs, improving adoption rates, and digital fluency.
• Launched a learning analytics dashboard to support data-informed decision-making for workforce development.

Led strategic change initiatives, employee engagement strategies, and governance frameworks.

Key Achievements:

• Developed and deployed the FRNSW Change Management Methodology.
• Led an employee engagement strategy, incorporating Gallup Q12 surveys and action plans.
• Established and chaired the Aboriginal and Torres Strait Islander Advisory Council.
• Implemented SAP Enterprise Asset Management and a volunteer mobile app used by 8,000 volunteers.
• Co-managed the Sustainability Station Upgrade project, achieving over 10% energy savings.
• Designed and facilitated a strategic leadership conference.

Led change implementation for a $32M customer-centric initiative across Westpac Contact Centers. (1, 500 FTE across 5 locations).

Key Achievements:

• Achieved an engagement score of over 80% post-implementation.
• Delivered business efficiencies that reduced 150 FTEs over two years.

• Coordinated change and communication strategy for the successful migration of funds from one Macquarie Bank Department to another during a highly contentious forced merger.
• Coordinated change initiatives to improve organisational effectiveness and employee engagement.