Ben specialises in customer strategy and transformation for large financial service providers. He focuses on helping organisations understand the changing landscape of consumer behaviour and translating these insights into tangible product and enterprise-wide service changes.
Since 2016, Ben has worked on a broad range of programs on key customer-related challenges within some of Australia’s largest financial institutions. He has worked closely with frontline and specialised complaints management functions as well as core operational areas of these businesses to improve delivery of customer outcomes – and to meet the ever-evolving customer and regulatory demands the sector faces.