Matt Butler

WORK HISTORY

EDUCATION

SKILLS

ABOUT MATT BUTLER

An experienced senior leader with a proven track record lifting leadership capability and leading highly engaged teams who deliver cost-effective, high-satisfaction customer experiences. My experience lies in the financial services sector; both in New Zealand and initially in the UK, leading teams of up to 350 FTE. An adaptable strategic thinker, with excellent interpersonal, communication and influencing skills who has been relied upon to drive customer centric changes that deliver business outcomes.Most recently I transformed the customer experience provided by ANZ’s NZ Contact Centre by focusing on understanding customer journeys, creating strategic insights and delivering a transformation roadmap. I’ve set up project governance, launched additional channels, and designed & implemented key initiatives which have lifted productivity and improved customer experience. In the past four years I have run a program which included the launch of Live Chat, Voice Biometrics, Speech Recognition (Natural Language Understanding / NLU), Workforce Management tools, a single customer desktop and led successful operational transformation programs.Summary of key skillsLeadership; created a multifunction engaged and productive workforce who had the confidence to fail fast whilst delivering better customer & staff outcomes. My team were consistently the most engaged within ANZ Retail at over 90%.Results focussed; leading a transformation program that removed 20% of call volume, improved speed to proficiency by 15% and reduced new staff attrition by 25%.Analytical & Conceptual Thinking; undertaking analysis, providing operational & customer insights, using these when collaborating with individuals and teams across ANZ to build shared clarity and understanding of new technology and operational solutions.Strategic Influencing; including writing departmental business cases and white papers. Chair and participate in formal meetings, liaising with internal and external clients and vendor partners.Program Direction & Governance; Implemented & maintained an effective governance structure for the management of multiple initiatives from business case approvals to program & solution design, setting of objectives, management of expenditure, to monitoring progress and evaluation and review of outcomes. Use of internal Project Management tools for schedule oversight.Relationship Building; Skilled in developing long term customer relationships across various industries including small private organisations and large public companies.