Biography

Before joining us in February 2024, Rachel distinguished herself at Optus, where she held the position of Director, Product CX for over four years. During her tenure, she was pivotal in transforming Optus’ customer experience through digital innovation. Rachel spearheaded strategic initiatives that delivered significant improvements in customer and employee experience, revenue growth, and cost efficiencies. Her leadership in utilizing Design Thinking, Lean Six Sigma, Agile methodologies, and journey mapping to identify and solve critical customer and system issues has set new benchmarks in the industry.

As Associate Director, Digital CX at Optus, Rachel managed a portfolio of transformation initiatives for the mobile product category, optimizing customer touchpoints and driving substantial improvements in business outcomes. Her expertise in product development and digital transformation, combined with her ability to lead high-impact teams, has consistently delivered exceptional results.

Rachel’s career also includes invaluable experience as a Marketing and Business Development Consultant with Panalysis, where she served a diverse range of clients, from small businesses to major analytics consultancies. Her strategic insights and innovative approaches have greatly benefited her clients, including achieving Google Analytics Certified Partner status for Panalysis in 2006, a testament to her forward-thinking and results-driven approach.

Beyond her professional achievements, Rachel has a passion for coaching and mentoring, particularly around women in STEM. Rachel has been a part of a number of formal and informal programs to support women to achieve their goals. Rachel has diverse knowledge across several industries with over a decade of experience in project management, providing data and insights to inform strategic decisions in telecommunications, media, health, education, airlines, and government sectors.