Georgina Last

Background

About Georgina Last

A senior leader with over 25 years’ experience guiding people and organisations through change and transformation across diverse industries in Australia and globally, either at portfolio or project level. Focused on building and maintaining strong stakeholder relationships to effectively prepare for sustainable change. Industry experience in Wealth Management, Financial Services, Superannuation, Small Business, Professional Services, Entertainment & Media, Manufacturing and Higher Education. Providing a strategic go to market perspective ensuring change aligns to strategic priorities and customer Net Promoter Score/Voice of the Customer with the ability to balance priorities across multiple initiatives whilst working in fast-paced, stressful environments. SIMPLIFYING COMPLEXITY TO ACHIEVE REVENUE & GROWTH TARGETS The engagements I work on are either to improve revenue or efficiency. Successfully developed stakeholder & communication strategy for a $2m business case for a media & entertainment company innovation lab pilot. Transformed operating model to increase revenue & deliver sustainable behavioural change. ROI of $3m in first 12 mths. Implemented global growth strategy to increase revenue, improve cross-selling & resource allocation. Resulted in increase in revenue across priority account segment by 35%, & 57% increase in client satisfaction engagement responses. FINDING & EXECUTING CREATIVE SOLUTIONS TO PEOPLE ENGAGEMENT IN POST MERGER INTEGRATIONS Integrated an industry superfund administration organisation & a dynamic private equity company with 2 very distinct cultures. Established a mentoring & coaching program to enable employees from both organisations to appreciate the similarities in their colleagues. The multifunctional teams of each organisation integrated under one operating model with an aligned management team. ENHANCING CUSTOMER EXPERIENCE THROUGH BREAKING DOWN SILOS Successfully identified organisational barriers having significant impact on customer experience. During the transformation of one of Australia’s leading banks, I identified a systems issue that was causing significant customer dissatisfaction. The anomaly was escalated to high priority, and the change effected within seven days. Check out my projects below