Key Projects
A quick history of completed projects
Airpoints Dollars
Disruptive Loyalty & Rewards - Design & Implementation - Air New Zealand (2005)
Tony was responsible for leading the detailed design, build and implementation of a fundamental change from a points based loyalty scheme to a dollar based reward and recognition system. He led the design of the customer booking, enquiry and check-in experience and supporting process and system changes.
Roll: Project Manager
Budget: Approx $2-5m
Contact Centre Strategy - Air New Zealand (2006)
Tony led the re-configuration of Sales and Service activity to decrease cost and optimise service. This led to the re-configuration of Sales and Service teams and introduction of new self service online. Tony also led the Scoping and Proof of Concept of a new Agent Desktop for complex Long-Haul Sales.
Roll: Consultant Project Manager
Budget: $2-5m
Innovation Project Mgr - Cross Channel Innovation - Banking 2008
Tony led the conceptual design of a dynamic sales and service proposition designed to offer more relevant and proactive conversations across Digital, Store and Contact Centre channels. The project successfully concluded Proof of Concept, but was paused due to the Global Financial Crisis.