Mark Macdonald

Mark Photo

Introduction

Mark has extensive expertise in customer experience process management that has demonstrated the power of focussing an organisation on improving customer outcomes in order to deliver operational excellence across complex customer and business end to end processes. Utilizing a mixture of commercial and operational expertise, he is experienced at delivering a range of different types of projects from product to market delivery, capability improvements through to Lean Six Sigma process improvement projects.

Mark specializes in developing and implementing business improvement strategies and benefit realisation frameworks. Mark is experienced at building structured problem solving capability at all levels of an organisation, ensuring clarity on the problem and sustainable solutions are implemented.

He is skilled in key stakeholder management and communication, with experience in influencing over 2000+ people across a number of different business units, including significantly different disciplines, and 7 external companies.
Prior to specialising in business improvement and process management Mark led a culture change across a complex organisation, identified reduce to serve opportunities, performance management, consulting and business planning management roles.

Recent Project Experience

Auckland Council
Business Improvement Lead

Mark has designed the business improvement strategy for Auckland Council utilising a clean slate approach. He used his extensive experience in business improvement coupled with understanding current market practices to design a business improvement strategy that has a foundation of continuous improvement with a targeted focus of a step change in performance and innovation. The strategy is to be implemented across 29 business units and over 8,500 people.

Vero Insurance
Transformation Performance Manager

Mark was responsible for developing the benefit realisation approach for the largest component of Vero Insurance’s transformation programme, and designing the measurement framework and performance reporting.

Mark delivered a paper on the methodology of Insurance claim improvement measurement which detailed best practice for insurance benefit realisation and measurement framework. He also developed a new approach to reporting performance and managing the business that encouraged a new customer centric culture.

Telecom NZ Ltd
Process Performance Manager

Mark was responsible for defining and delivering the customer experience for 2 of Telecom’s 3 key strategic products, Broadband and Mobile. He was successful in delivering significant improvement in the customer experience for these two products that resulted in increased customer loyalty and reduced cost to serve.

Mark also identified an opportunity to reduce operational cost by $600k through utilizing business analysis, financial, structured problem solving & key stakeholder management skills

Retail SBU Operational Development Coach

Mark was responsible for building Lean 6 Sigma process improvement capability within Telecom’s Retail and Gen-i management and key business improvement people. Plus he was responsible for designing and implementing the business performance governance rhythm within Telecom’s Retail Customer Services and Gen-I Service Delivery departments.
Mark designed and implemented a quality framework within Gen-i that resulted in a 58% improvement in the quality of the customer interactions within 6 months. He also identified opportunities across Telecom’s Resolve processes to provide a step change in the customer experience and remove $40m of costs.
He also increased staff productivity by 31%, reduced call volume by 6% and reduced cost to service by 15% within the Managed Data Customer Resolve process through a Lean Six Sigma DMAIC improvement project.

Zero Tolerance Project Lead

Mark reduced the number of customer impacting service events by 60% within 1 year through leading a Pan Telecom Zero Tolerance culture change initiative and the identification and implementation of a 10 point ZT improvement plan

Skills & Experience

Customer experience
Process management
Business improvement
Benefit realisation
Performance governance rhythms and reporting
Project management and change management
Structured problem solving
Coaching and building capability

Education

Lean 6 Sigma process improvement black belt
Prince 2 project management practitioner
Practitioner of Hermann Brain Dominance Instrument
Post-graduate certificate for management studies
Chartered Accountant CA

Additional Team Members

  • Sue Atkins
  • Sachin Jain
  • Anthony Smith
  • Anna Hunt
  • Annette Hamilton

Mark’s Images

Sigma 6