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I’m a senior strategy, improvement and performance leader with over 16 years of experience driving enterprise strategy, business improvement and large-scale transformation across complex, multi-brand and government-adjacent organisations. I partner with Executives and Boards to set strategic direction, translate strategy into actionable roadmaps, and deliver measurable improvements through disciplined planning, data-driven decision making and strong governance. Most recently I’ve led national operations and strategy across education, defence, local government, mining and health, delivering customer and learner engagement enhancements, operational excellence and digital experience transformation. I’m known for a pragmatic, collaborative leadership style, the ability to influence senior stakeholders, and bringing clarity to complex strategic and operational challenges while delivering tangible outcomes.…I’m a senior strategy, improvement and performance leader with over 16 years of experience driving enterprise strategy, business improvement and large-scale transformation across complex, multi-brand and government-adjacent organisations. I partner with Executives and Boards to set strategic direction, translate strategy into actionable roadmaps, and deliver measurable improvements through disciplined planning, data-driven decision making and strong governance. Most recently I’ve led national operations and strategy across education, defence, local government, mining and health, delivering customer and learner engagement enhancements, operational excellence and digital experience transformation. I’m known for a pragmatic, collaborative leadership style, the ability to influence senior stakeholders, and bringing clarity to complex strategic and operational challenges while delivering tangible outcomes.

Jess Pollitt

Brand Strategist, Marketing Strategist, Content Strategist, +2

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I’m a senior strategy, improvement and performance leader with over 16 years of experience driving enterprise strategy, business improvement and large-scale transformation across complex, multi-brand and government-adjacent organisations. I partner with Executives and Boards to set strategic direction, translate strategy into actionable roadmaps, and deliver measurable improvements through disciplined planning, data-driven decision making and strong governance. Most recently I’ve led national operations and strategy across education, defence, local government, mining and health, delivering customer and learner engagement enhancements, operational excellence and digital experience transformation. I’m known for a pragmatic, collaborative leadership style, the ability to influence senior stakeholders, and bringing clarity to complex strategic and operational challenges while delivering tangible outcomes.…I’m a senior strategy, improvement and performance leader with over 16 years of experience driving enterprise strategy, business improvement and large-scale transformation across complex, multi-brand and government-adjacent organisations. I partner with Executives and Boards to set strategic direction, translate strategy into actionable roadmaps, and deliver measurable improvements through disciplined planning, data-driven decision making and strong governance. Most recently I’ve led national operations and strategy across education, defence, local government, mining and health, delivering customer and learner engagement enhancements, operational excellence and digital experience transformation. I’m known for a pragmatic, collaborative leadership style, the ability to influence senior stakeholders, and bringing clarity to complex strategic and operational challenges while delivering tangible outcomes.

Available to hire

I’m a senior strategy, improvement and performance leader with over 16 years of experience driving enterprise strategy, business improvement and large-scale transformation across complex, multi-brand and government-adjacent organisations. I partner with Executives and Boards to set strategic direction, translate strategy into actionable roadmaps, and deliver measurable improvements through disciplined planning, data-driven decision making and strong governance.

Most recently I’ve led national operations and strategy across education, defence, local government, mining and health, delivering customer and learner engagement enhancements, operational excellence and digital experience transformation. I’m known for a pragmatic, collaborative leadership style, the ability to influence senior stakeholders, and bringing clarity to complex strategic and operational challenges while delivering tangible outcomes.

Skills

CRM

Salesforce

Experience Level

CRM

Expert

Salesforce

Expert

Language

English

Fluent

Work Experience

Head of Delivery (Client & Learner Engagement) at The Bullshift Company

August 1, 2024 - Present

National leadership role overseeing delivery, operations and marketing. Responsible for the end-to-end client and learner experience across marketing, engagement, content and program delivery, shaping every customer touchpoint from awareness through to advocacy. Led strategic planning, performance monitoring, reporting, system integration and continuous improvement as part of the senior leadership team. Delivered an innovation roadmap for national Marketing & Digital Experience, managed the technology stack overhaul (website, CRM, LMS, app, automation and email marketing), and introduced a new digital learning platform that boosted learner satisfaction and program referrals.

Group Digital Customer Experience Manager (National) at ABN Group

October 1, 2021 - July 1, 2024

Overtly responsible for the national DX & CX strategy across 25 brands. Built and promoted a Group CX Framework, established a Quarterly CX Plan, and led initiatives to optimise online presence and end-to-end digital interactions. Drove data-driven improvements, stakeholder engagement and governance to elevate customer experience at scale.

Senior Strategist & Project Manager (National CX & DX Transformation) at ABN Group

February 1, 2020 - October 1, 2022

Managed a large-scale transformation roadmap across multiple brands. Collaborated with the CEO to develop a national CX strategy focused on low effort, high value and best practices. Led a program of 12+ projects, established governance and readiness activities, and delivered significant efficiency and customer impact through a data-driven approach.

Marketing & Brand Manager at ABN Group

June 1, 2016 - February 1, 2020

Presented group strategy to executives, derived insights from customer data, mapped journeys and pain points, and implemented a Strategic Management Framework. Led digital optimisation, established group KPIs, and drove continuous improvement across marketing and customer experience.

Digital Marketing Manager at Ethel & Leo

June 1, 2011 - April 1, 2016

Drove the digital marketing strategy for multiple brands, focusing on strategy, data-driven marketing, campaign design and team development. Built a group competency framework and managed the rollout of marketing technology, including Salesforce Marketing Cloud and related tools.

Marketing Officer at Geographe Enterprises

June 1, 2008 - June 1, 2011

Coordinated brand and product marketing for an engineering company in the mining sector. Implemented a market repositioning strategy, redesigned the company website and managed events and communications to support business growth.