Kristin Haynes, Management Consultant in Sydney, New South Wales, Australia
Kristin is available for hire
Hire Kristin

Kristin Haynes

Verified Expert  in Management Consulting

Change Management and Customer Experience Expert

Sydney, New South Wales, Australia

Toptal member since December 12, 2022

Bio

Kristin blends expertise in change management and the award-winning customer experience in global companies to deliver solutions that engage and enhance the employee and customer experience. After 15 years at Coca-Cola Amatil, Vodafone, Suncorp, Telstra, and News Corp, Kristin became a chief customer officer for a group of stadium/entertainment centers, where she redefined the fan experience and achieved a market-leading NPS. She excels at maximizing value for and from employees and customers.

Career Highlights

Chief Customer Officer
Venues NSW
Head of Customer Advocacy
News Corp Australia
Head of Customer Experience Design
Vodafone Australia

Certification Highlights

Future Ready Pathways Coach
Credly
Certified Customer Experience Professional
Customer Experience Professionals Association (CCXP)
Net Promoter Certified
Satmetrix

Case Studies

Expertise

  • Change Management
  • Culture Development
  • Customer Experience Management
  • Employee Engagement
  • Employee Experience
  • Leadership Training
  • Organizational Change Management (OCM)
  • Training & Training Content Development

Work Experience

Chief Customer Officer

2018 - 2020
Venues NSW
  • Launched a new customer engagement platform to deepen understanding of fan and supporter needs across the entire Venues NSW portfolio.
  • Developed end-to-end customer journey maps and personas for the entire Venues NSW portfolio.
  • Executed fan-first initiatives to significantly impact the customer experience and achieve a market-leading NPS.
  • Managed advertising, event, and promotional budgets and expenditures.
  • Built strong working relationships and effective communication channels with key stakeholders, resolving complaints and inquiries.
Focus areas: Microsoft PowerPoint, Marketing, Customer Journeys, Customer Experience, Change Management, Team Leadership, Employee Engagement, Customer Service, Management, Customer Experience Design, Customer Experience Management, Employee Experience, Social Impact, Customer Research, Business Cases, Employee Communication, Customer Satisfaction, Organizational Change Management (OCM), Consumer Insights, Customer Segmentation, Qualitative Research, Quantitative Research, Trade Marketing, Events, Training Materials, Training & Training Content Development, Training Workshops, Leadership Training, Team Development, Employee Benefits, Innovation, Brand Marketing, Marketing Plans, Board Presentations, Channel Management, Culture Development, Culture, Partnerships, Customer Insights, CX Strategy, User Personas

Head of Customer Advocacy

2015 - 2018
News Corp Australia
  • Developed and implemented a three-year customer experience program.
  • Executed a program to drive employee-customer connectedness, delivering a 10-point increase in employee engagement throughout the company.
  • Led the implementation of brand and interaction net promoter programs.
  • Spoke at key industry events and customer experience forums.
Focus areas: Customer Experience Management, Customer Experience Design, Employee Experience, Team Leadership, Management, Change Management, Employee Engagement, Customer Service, Microsoft PowerPoint, Marketing, Customer Journeys, Customer Experience, Social Impact, Customer Research, Business Cases, Employee Communication, Customer Satisfaction, Organizational Change Management (OCM), Consumer Insights, Customer Segmentation, Qualitative Research, Quantitative Research, Training Materials, Training & Training Content Development, Training Workshops, Leadership Training, Team Development, Employee Benefits, Innovation, Channel Management, Culture Development, Culture, Customer Insights, Trade Marketing, CX Strategy, User Personas

General Manager of Customer Experience and Staff Advocacy

2012 - 2014
Telstra
  • Received the annual CEO Award for the "Thanks a Million" customer connection program.
  • Aligned consumer channels around consistent service principles, enabling high engagement among 10,000+ frontline employees.
  • Developed and managed a customer service strategy across retail, the contact center, and digital environments.
Focus areas: Customer Experience Management, Customer Service, Management, Customer Experience Design, Employee Experience, Team Leadership, Employee Engagement, Microsoft PowerPoint, Marketing, Customer Journeys, Customer Experience, Change Management, Social Impact, Customer Research, Business Cases, Employee Communication, Customer Satisfaction, Consumer Insights, Customer Segmentation, Qualitative Research, Quantitative Research, Events, Training Materials, Training & Training Content Development, Training Workshops, Leadership Training, Team Development, Employee Benefits, Innovation, Marketing Plans, Culture Development, Culture, Partnerships, Customer Insights, Brand Marketing, Board Presentations, Channel Management, CX Strategy

Head of Customer and Alliances

2011 - 2012
Suncorp
  • Developed and executed the customer experience management (CXM) program with ownership of key metrics, including CSAT, NPS, FCR, and customer complaints.
  • Program-managed the design and delivery of a customer service charter.
  • Established strategic partnerships across the professional, community, and NFP sectors, including the National Breast Cancer Foundation, Curves Fitness, Multiple Births Association, and the Leona Edmiston brand.
Focus areas: Customer Experience, Consumer Insights, Culture, Partnerships, Microsoft PowerPoint, Marketing, Customer Experience Management, Customer Journeys, Management, Customer Experience Design, Team Leadership, Change Management, Employee Experience, Customer Insights, Employee Engagement, Customer Satisfaction, Customer Segmentation, Trade Marketing, Training Materials, Training Workshops, Leadership Training, Team Development, Brand Marketing, Marketing Plans, Board Presentations, Channel Management, Culture Development

Head of Customer Experience Design

2008 - 2011
Vodafone Australia
  • Developed and executed the retail and contact center experience strategy.
  • Implemented the divisional strategy leveraging global and local insights to influence all levels and parts of the organization.
  • Led project teams to design the desired customer service experience for identified touchpoints, segments, and products.
Focus areas: Customer Experience Design, Customer Journeys, Customer Insights, Employee Engagement, Employee Experience, Culture Development, Culture, Microsoft PowerPoint, Marketing, Customer Experience Management, Management, Customer Experience, Team Leadership, Change Management, Customer Satisfaction, Customer Segmentation, Trade Marketing, Training Materials, Training Workshops, Leadership Training, Team Development, Brand Marketing, Marketing Plans, Board Presentations, Channel Management, Partnerships, CX Strategy, User Personas

Education

2021 - 2021

Certificate in Customer Experience Strategy

Royal Melbourne Institute of Technology (RMIT) - Melbourne, Victoria, Australia

2003 - 2007

Master's Degree in Commerce

Macquarie University - Sydney, NSW, Australia

1995 - 1998

Bachelor's Degree in Law and Commerce

Bond University - Gold Coast, Queensland, Australia

Certifications

OCTOBER 2022 - PRESENT

Future Ready Pathways Coach

Credly

OCTOBER 2022 - OCTOBER 2024

Certified Customer Experience Professional

Customer Experience Professionals Association (CCXP)

MAY 2010 - PRESENT

Net Promoter Certified

Satmetrix

Skills

Output Software

Microsoft PowerPoint

Other

Customer Experience Management, Customer Service, Management, Customer Experience Design, Customer Experience, Employee Experience, Employee Engagement, Customer Satisfaction, Consumer Insights, Customer Segmentation, Team Development, Marketing, Customer Journeys, Change Management, Team Leadership, Customer Research, Customer Insights, Business Cases, Employee Communication, Organizational Change Management (OCM), Qualitative Research, Quantitative Research, Trade Marketing, Events, Training Materials, Training & Training Content Development, Training Workshops, Leadership Training, Employee Benefits, Innovation, Brand Marketing, Marketing Plans, Board Presentations, Channel Management, Partnerships, Culture, Culture Development, CX Strategy, User Personas, Social Impact

Collaboration That Works

How to Work with Toptal

Toptal matches you directly with global industry experts from our network in hours—not weeks or months.

1

Share your needs

Discuss your requirements and refine your scope in a call with a Toptal domain expert.
2

Choose your talent

Get a short list of expertly matched talent within 24 hours to review, interview, and choose from.
3

Start your risk-free talent trial

Work with your chosen talent on a trial basis for up to two weeks. Pay only if you decide to hire them.

Top talent is in high demand.

Start hiring