Jill Baptist

Role: Executive General Manager, Customer Futures

Company: IAG

Location: Sydney, Australia

Establishes strong relationships to make change

Jill is a customer experience professional, experienced in establishing and leading CX functions (voice of customer platforms, customer data and insights, application of behavioural science, reporting to board and executive, customer equity,  vulnerable customer policy and framework design, governance), data led customer strategy development and execution and shaping the cultures necessary for organisations to be truly customer led.

She prides herself in establishing strong relationships based on desire to make a difference, innovate and create exciting and collaborative working environments – and a true passion to make a positive difference for colleagues and customers.

Jill specialises in leadership, customer experience, organisational culture, program delivery, change management, board governance, business turnarounds and start ups.

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Key CX Achievements:

  1. Performance orientated business executive with >20 years experience in leading BAU business divisions and leading & advising on successful turnarounds, start ups and mergers.
  2. Highly adaptive communicator, able to connect with diverse audiences at all levels to achieve credibility and engagement.
  3. Skilled at aligning diverse stakeholder objectives and championing these to establish sound platforms for change.
  4. Strong at identifying business opportunities as well as potential blocks to progress, finding solutions and inspiring, coaching and mobilising others to surmount these hurdles.

Jill Baptist

Role:
Executive General Manager, Customer Futures

Company:
IAG

Location:
Sydney, Australia

Establishes strong relationships to make change

Jill is a customer experience professional, experienced in establishing and leading CX functions (voice of customer platforms, customer data and insights, application of behavioural science, reporting to board and executive, customer equity,  vulnerable customer policy and framework design, governance), data led customer strategy development and execution and shaping the cultures necessary for organisations to be truly customer led.

She prides herself in establishing strong relationships based on desire to make a difference, innovate and create exciting and collaborative working environments – and a true passion to make a positive difference for colleagues and customers.

Jill specialises in leadership, customer experience, organisational culture, program delivery, change management, board governance, business turnarounds and start ups.

Key CX Achievements:

  1. Performance orientated business executive with >20 years experience in leading BAU business divisions and leading & advising on successful turnarounds, start ups and mergers.
  2. Highly adaptive communicator, able to connect with diverse audiences at all levels to achieve credibility and engagement.
  3. Skilled at aligning diverse stakeholder objectives and championing these to establish sound platforms for change.
  4. Strong at identifying business opportunities as well as potential blocks to progress, finding solutions and inspiring, coaching and mobilising others to surmount these hurdles.

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