Sharon Don

Digital Experience Strategy, Planning, Design and Change Consultant
Sharon Don - Digital Experience Strategy, Planning, Design and Change Consultant
Location: Sydney
Phone: +61 4 7583 1274
Email
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Executive Summary

I am a Customer Experience and Marketing Technology Strategy, Design and Change consultant who brings data, people and insights together to help bring more relevant, meaningful and connected personalised experiences to life, with technology across multiple devices and channels. Having worked in digital experience innovation and transformation for more than 20 years on top tier client side and consulting side engagements for companies such as Oracle, Telstra, Optus, and Vodafone, I know which frameworks, design methods and tools to use; how to gather and accelerate insight to action; how to envision, plan and co-design in partnership with your people; and how to reduce risk to investment value realisation by testing hypothesis with your customers.

Customer Reference

Sharon is an extraordinarily talented person who possesses rare helicopter skills and who can use them to create a vision, then see it through to execution. Sharon created an incredibly comprehensive Customer Experience strategy for Optus Business and the roadmap for implementing major components of it though web self serve. Sharon can create and develop vision into actionable plans, sell that vision and create working teams to deliver on it. She has extremely deep and broad knowledge and expertise that I relied on during my time working with her. I would recommend her whole heartedly and would actively seek her out if I had a suitable challenge. Keir Preedy, Former Director of Transformation, Optus Business
Sharon just gets it! By 'it' I mean the vision of what an organisation can achieve using optimised technology that is specific to their strategic objectives. Sharon can translate the vision into an experience that excites the X level to move their organisation towards the preferred state. I enjoyed working with Sharon as she gives 150%+, is fun to work with and produces high quality work. Linda Glucina, ANZ Business Enterprise Presales Lead MYOB

Key Skills

·    Digital Business Transformation Visioning, Value Prioritisation and Planning

·    Customer Experience Research & Strategy

·    Customer Lifecycle Planning

·    Roadmap planning

·    Business case development

·    Stakeholder engagement & change management

·    Digital Marketing, e-Commerce and Revenue Marketing

·    Workshop design and facilitation

·    Data, pattern and trend  Insight analysis

·    Business and Process Analysis and Design

·    Design Thinking, Customer Journey Mapping, Persona development, Pain Point Identification, Journey story/Value Proposition development

·    Gamification and digital engagement strategy and design

·    Digital Experience Design (DX/UX) wireframes, prototypes and testing

·    Service Design and future operation modelling. 

·    Digital Campaign Planning


Platforms

·    Oracle CX Service & Digital Marketing Stack

·    Siebel CRM

·    Hubspot

·    MS Dynamics 365

·    MURAL

Experience

Oracle, Director Experience Design, Solution Consulting, JAPAC Apps 

(July 2018 - August 2020)

Responsible for Digital Transformation Strategy and Design Consulting on 20 of Oracles most valuable strategic enterprise and mid-market clients to support client target outcomes/KPIs: NPS Revenue Growth & EBIDTA.

Clients Include: AFG, Catch, LG, Security Bank, Invocare, Bankstown Sportclub, Energy Queensland, Suncorp, Coles, Kmart, Watercorp, Optus


Telstra, GM Customer Engagement & Experience Design, CMO

(November 2014 - June 2018)

Responsible for Experience Innovation and Transformation strategic design engagement consulting services. - Both for internal customers:  Telstra Enterprise & Govt Revenue Marketing Automation, and for 40 Telstra external Key Account and Mid Market clients to support Target outcomes/KPIs:  NPS, EBIDTA, Growth, Brand Equity, CSAT and Revenue Marketing

Clients include: Transport for NSW, Rabobank, NAB, BNZ, Medscape, iMed, Qantas, Australia Post, AFP, NSW Ambos, Woolworths, Stockland Group, Hamilton Island Resorts, DP World, CommBank, Reserve Bank of Australia, Austrade, ATO


Optus, Director Business Architecture & Planning, Group Consumer 

(November 2011 - June 2014)

Responsible for digital customer experience and agile cultural change of the strategic program planning & business technology delivery consulting practice, frameworks and methods to achieve target group business outcomes/KPIs in delivery rather than time and budget success:  NPS, ARPU (revenue) Growth, EBIDTA and Brand value target outcomes.


Customer Experience is a key differentiator.

Focus on prioritising your immediate quick wins, while establishing a plan on how to deliver against strategic objectives.

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