David Short

Background

About David Short

An accomplished customer data and experience leader who has worked in both operational and business support roles across the multiple industries. Since arriving in Australia I have established large, mulit-disciplinary teams to address analytics, insight and customer experience design at both Westpac and AustralianSuper. Having previously run both sales, customer services and product development teams I have been able to bring that experience to the provision of customer insights, experience measurement and design. I have successfully applied principles of human centered design and behavioural economics to the optimization of sales, marketing and services experiences. Before leaving the UK, I was responsible for the development and deployment of new offerings into the British Telecom Retail Division. This involved the co-ordination of customer insights, marketing, product development and PMO to ensure the effective and efficient delivery of new products and offerings to the retail base. During my time in that role we launched BT Sport App and TV channels, BT Mobile and the amalgamation of EE (Britain's fastest growing mobile network) into the BT offering. I was also responsible for the management of complaints and the required root cause analysis and remediation activities. Previous to British Telecom I was responsible for large scale customer transformation projects for Lloyds Banking Group post the GFC. I was responsible for the design and implementation of a new sales process and product suite for the newly created Wealth Management business from HBOS and Lloyds merging.