Speaker Biography

Jill Baptist

Executive General Manager - Customer Futures

Sessions Featuring This Speaker




    Innovative, collaborative and performance orientated customer experience professional with 20 years experience in financial services, ranging from financial markets in London to a variety of roles in Westpac Bank in Australia ranging from strategy, M&A,  leading commercial banking, call centres and retail banking divisions and  latterly leading and advising on major supply chain and customer transformation programmes in IAG. Currently heading up the CX team for the Australian consumer division and responsible for development & execution of the customer led strategy , including customer research, voice of customer and employee programs,  translating insights from these into action, Human Centred Design resource for redesign of product and process, and development and evolution of CX tools, frameworks and processes. Presently focussed on customer led culture change strategy design.