Ada Ryan

Background

About Ada Ryan

10-year tenure at GenesisCare - a private equity backed cancer care provider with a national footprint of 50 locations, employees and a Net Promotor Score of +94. In collaboration with cross-functional teams, we are designing better care to meet the needs of today’s empowered, digital first consumers who want convenience as well as clinical excellence. The Customer Experience (CX) function at GenesisCare aims to achieve the following: 1. Formally listen, co-design and advocate for customer (patients and doctors) needs and remove friction points in our service. Compliance – ensure all criteria of Standard 2 of the NSQHS– “Partnering with consumers” are met. Develop copy and content is in line with AHPRA, TGA and brand guidelines. Drive the automation and digital agenda. Strengthen the brand - provider of choice when the need arises by developing and embedding our customer value proposition and improving the pre-arrival stage of the patient journey. Previously, I've worked on large consumer events including Top Gear Live, Master Chef Live, Taste Festivals, Style in the City with Trinny and Susannah, 7-up Christmas on Ice, Margaret River Gourmet Escape, CIO Edge and the CFO Summit. My primary remit was revenue generation through sponsorship sales, strategic partnerships with a marketing focus, delegate acquisition and content curation. Capabilities: Customer Experience(CX) strategy design and execution | leadership | patient experience management |operations improvement | insights reporting | primary and secondary research | voice of customer program management | customer journey mapping | empathy mapping | tools and templates for best practice customer experience | patient experience playbook design | e-learning module development | verbal and written communication | marketing | value proposition development | brand measurement| brand management| people leader | employee value proposition development | creative direction| website enhancement | content and collateral development | content management | government lobbying and advocacy work | special project support e.g. billing process changes | budget management | B2B and B2C sales | digital transformation | change management | project management | key account management | C level engagement | executive communication | new business development | sponsorship sales | relationship building | event management | partnerships | contra deals | digital marketing | experiential marketing.