Guy Crotty

Experience

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  Ayers Rock Resort

  Jun 2005 - Jul 2006

  Food and Beverage Assistant Manager

  Managed up to 10 staff during the day to day operation of a 60 seat a la carte restaurant, 60 seat buffet, cafe / bar plus room service for 50 + rooms.

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  Isis Brasserie

  Sept 2006 - Nov 2008

  Restaurant Supervisor

  During 2 years at this award winning, 60 seat fine dining Brisbane restaurant I supervised teams of up to 6 staff and oversaw the operations of the a la carte restaurant, the private dining room and cocktail bar.

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  Accenture

  Apr 2009 - Mar 2013

  During 2 years as a Sydney based consultant Guy worked to deliver customer centric solutions for one of Australia's big four banks. Guy's roles included:- Responsible for the articulation of capabilities required to support the bank's new Customer Model and in doing so inform the development of a customer focussed Operating Model. Furthermore developed a prioritized list of initiatives required and implementation roadmap.- Lead BA on a large scale transformation program responsible for the strategic direction and day-to-day delivery of a sales tool aimed at driving more efficient and customer centric sales conversations in the branch. - Responsible for assessing impact of capabilities delivered on large scale transformation program against target state customer experience for the business bank. Show less During 2 years as an analyst working in both Brisbane and Sydney, Guy worked across a range of roles for financial services, resources and utilities clients.Guy's roles included:- Lead for Voice of the Customer (VoC) base-lining exercise, overseeing the E2E delivery of the VoC assessment from development through to data analysis and communication to client stakeholders. Conducted AS-IS assessment of Contact Centre operations, identified areas for improvement and assisted in formulation of benefits case for initiatives. - Managed a small offshore team through the design and development of PeopleSoft HR & Payroll training material. Also responsible for the design and development of a web based training portal to service 900 end users. - Worked closely with senior client management to deliver their response to the Australian federal government’s National Energy Efficiency Initiative. Owned and managed the bid document, facilitated requirements gathering sessions and Quality Assurance workshops with senior client management. Show less

  • Consultant

    Mar 2011 - Mar 2013

  • Analyst

    Apr 2009 - Mar 2011
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  Accenture

  Jun 2013 - Nov 2015

  Financial Services Manager

  Responsible for shaping and delivering projects focused on improving business and customer outcomes within Accenture’s Financial Services Distribution & Marketing Services (DMS) business. Clients include Barclays, Lloyds Banking Group, HSBC, Allied Irish Bank and Commonwealth Bank of Australia.Guy’s roles included:- Channel Migration team lead on project aimed at moving customers away from assisted to unassisted channels by leveraging existing bank capabilities across six global markets. Responsible for end-to-end delivery of project from project planning, stakeholder engagement, data collection and analysis through to channel migration framework development.- Customer Blueprint lead on project aimed at developing the future vision and target customer experience for next generation, in branch self-service devices. Led design and customer Insights analysis including branch visits, transactional data mining and client workshops. Responsible for articulation of future state customer blueprint.- Leading the end-to-end design of selected retail bank sales and service customer journeys from insights analysis, through journey design into high level capability definition. Collated customer and transactional data, led the definition of target state journeys and liaised with an external agency to a complete a Voice of the Customer exercise aimed at journey mapping validation.- Requirements lead on project aimed at laying the foundation for the E2E onboarding of Commercial Banking clients through the implementation of a Pega workflow solution. Developed the project plan, owned and facilitated stakeholder engagement and was responsible for end-to-end ownership of key project artefacts from process flows, requirements, use cases and data catalogue. Show less

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  Compass & Ladle

  Nov 2015 - Dec 2017

  Food and travel blogger

  From November 2015 to December 2017 Guy and his wife took sabbaticals to backpack from Antarctica through Latin America to the US; and then overland from Cape Town to Khartoum in their 1988 Toyota Land Cruiser. During this time Guy worked to develop a food and travel brand named Compass & Ladle to document the journey through blogging, Instagram and Facebook. From the depths of the Amazon to the food shortages of Venezuela; from the townships of Johannesburg to the Hammer tribes of Ethiopia's Omo Valley, these 2 years of travelling have given Guy the opportunity to understand the local customs, indigenous cultures and stunning landscapes of Latin America and Africa. Show less

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  Baringa

  Jul 2018 - Aug 2022

  Guy was responsible for driving and leading teams as part of transformation programmes for large UK and Nordic organisations. Passionate about shaping the customer agenda in the digital era, Guy collaborated closely with clients to enable tangible outcomes from Digital strategy to product design to operating and organisational design. Project experience includes:- Operating Model Design lead for UK Commercial Bank: Working with the Commercial Bank Head of Customer Service and Operations, led team of 8 to define the operating model and organisational design as the bank pivoted towards customer journey aligned value streams- Digital strategy consultant for leading UK Retail Bank: Worked with the Head of Digital and other senior stakeholders to develop a multi-year Digital strategy and roadmap as part of small team of 3- Agility Execution Support for Global Bank: Supported the Director for Ways of Operating to define and implement an OKR Framework to enable traceability of delivery effort from Group Strategic outcomes to Agile user stories managed by scrum teams. Defined MVP OKR reporting flow including templates and supporting operating model.- Design lead for Norwegian oil and gas company: Working with Digital Product Delivery Lead, led team of 4 to define and prototype the design of a Digital Asset Manager Portal including high level information architecture, screen flow, design principles, UX / UI and detailed high fidelity screen mock-ups using Axure prototyping software. Show less As a Manager within Baringa Partner's Customer & Digital business unit, Guy was responsible for managing projects delivering customer and digital outcomes for large UK organisations. Passionate about shaping the customer agenda in the digital era, Guy collaborated closely with clients to enable tangible outcomes from strategy and proposition definition, through operating model definition to delivery execution. Areas of focus include Digital Transformation, Org Agility and rapid and iterative Design Sprints. Project experience includes:- Strategic Governance Manager for UK building society as part of multi-year, scaled agile, Digital Transformation programme. Worked with the Digital business unit's executive team to define a 3 year strategic roadmap and design and facilitate the first two cycles of the executive Quarterly Business Review.- Customer Proposition Design for UK retailer. Led rapid design process leveraging Google Sprint for formulating new customer propositions aimed at developing more value added features and benefits for existing products both in-store and online. Facilitated weekly design sprints and supported multiple rounds of end customer testing. Show less

  • Customer & Digital Senior Manager

    Jul 2019 - Aug 2022

  • Customer & Digital Manager

    Jul 2018 - Jul 2019
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  Envisage Technology

  Feb 2023 - May 2023

  Product Management Consultant

  Worked with the Envisage Technology leadership team to re-design a future proof Product Catalogue to better align to client need and the company's strategic intent. Prototyped the Catalogue using Microsoft Lists to create a more multi-dimensional and dynamic tool that will drive increased process consistency, make colleagues lives easier and ultimately provide a better client experience.

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  Q5

  Feb 2024 - now

  Principle Consultant

  Guy is responsible for working with senior client teams, across industry, to drive a variety of transformation projects. Passionate about the people side of change, Guy collaborates closely with clients to drive tangible and sustainable change from service design to operating model transformation and organisational design.