Todd Lucas

Background

About Todd Lucas

An energetic and outcome-driven senior digital leader with experience leading teams to create impactful and engaging customer experiences. Demonstrated success in developing and implementing digital strategies, designing digital products and delivering significant commercial value in partnered environments. KEY ACHIEVEMENTS · Created a seamless and customer-centric digital experience for four financial products, resulting in a 35% increase in revenue across direct and partner brands. · Increased digital channel share from 15% revenue to 24% revenue while maintaining commercial performance in non-digital channels. · Delivered a bold and successful experiment that exploited progressive UX and front-end development techniques to deliver a significant change to the digital acquisition flow. The experiment delivered a double-digit increase in conversion over the control group equating to millions of dollars in annualised benefit. · Actioned a 55% increase in online sales through the CGU website with refined and relevant content, optimised UX, well-researched SEO and a targeted ‘always on’ paid search program. · Managed the customer experience stream of a multi-million dollar project to revitalise an online small business insurance offering, reducing the steps to purchase by 75% and delivering a market-leading solution in under three months. · Developed the customer proposition and go-to-market strategy of an emergency trades subscription pilot for NRMA, delivering a polished minimum viable product to market in just over 90 days. KNOWN AND RESPECTED FOR · Digital and CX strategy creation and delivery · Leading and inspiring teams with a contagious passion · Deep customer focus, UX nous and broad digital expertise · Driving high impact digital product outcomes · Delivering value for customers, partners and shareholders · Senior stakeholder engagement and management