Karen is a senior leader in the Optus Business Capability & Innovation function. She ensures that innovative products and solutions are agile and customer centric. Her area of expertise is understanding people and taking their feedback to drive improvements. Karen’s team has a strong focus on customer centric strategy and design, as well as implementing best practice in the improvement of business processes and systems that enable customer experience excellence.
Karen has been heavily involved in the development of the Future of Business 2014 report, “Creating a Business Customers Love”, commissioning research for one of the largest ever Australia-based customer experience studies. The insights from this report discuss that technology decisions should not be made in isolation from customer experience strategies.