Rachel Dickens

Accomplished Program Leader with 15+ years of experience driving enterprise-wide transformations and building high-performing project management practices. Proven track record in establishing program management frameworks, mentoring delivery teams, and executing complex cross-functional initiatives. Demonstrated success in C-suite stakeholder engagement and implementing both agile and traditional delivery methodologies. My strength lies in balancing strategic vision with practical execution while fostering a culture of continuous improvement, collaboration and innovation.

NBN (Telecommunications)

Snr Program Manager, Legal & Regulatory + Customer Strategy | Jul 2022 - Jul 2024

• Designed and implemented a bespoke program delivery framework for a new Enterprise-wide regulatory operating model, endorsed by ACCC and recognised by CEO for seamless execution.      Successfully navigated complex operational, technical, and regulatory requirements.  Implemented with zero compliance breaches.
• Delivered executive reporting to three program sponsors: CFO, Chief Legal Counsel, and CTO
• Matrix management across four delivery workstreams and five supporting business functions, influencing at General Manager level
• Established new customer-focused business metrics program across the organisation, driving collaboration between Group Operations, Networks, and Customer Strategy Directors

CROWDSTRIKE

Consultant – Fixed term contract | Mar 2016 - Feb 2017

• Partnered with the Chief Marketing Officer (APAC) to implement a successful customer advocacy program and operating model across Australia, established operational processes linking Australian office with US headquarters

WESTPAC BANKING GROUP

Program Director (Head of) - Customer Advocacy Program | Mar 2017 - Feb 2022

• Led $10M transformation initiative improving NPS rankings from 4th to 2nd in Roy Morgan benchmark
• Designed and implemented cross-group collaboration Operating Model for senior management, to align business units to a common goal
• Managed end-to-end delivery of CX improvements through data-driven insights, using Root Cause Analysis and Process Mapping techniques
• Led customer journey analysis and process improvement initiatives
• Developed customer strategies for co-location and closure experience

METLIFE AUSTRALIA

Snr Program Manager - PMO Execution and Delivery Strategy | Feb 2016 - Feb 2017

• Enhanced PMO capability and maturity model alignment with strategic goals
• Developed execution and delivery excellence framework for Chief Strategy Office
• Led organisational 'agile readiness' assessment

LLOYDS BANKING GROUP, UK

Lead Program Manager - Various Senior Manager Roles | Jun 1997 – Aug 2015

Customer Remote Adviser Introduction Program

• Led strategic development and delivery of new digital sales and service channel
• Managed team of 31 staff (5 direct, 26 matrix) in agile delivery environment
• Implemented Lean Six Sigma methodologies in operational model design
• Managed vendor selection and resource planning through RFP process
• Reduced program costs from £26M to £15M by introducing vendor prototyping phase, enabling adoption of existing technology over custom development

TSB Bank Separation and Floatation Program

• Program lead for Retail Bank Products enablement initiatives on £3B IPO readiness program 
• Managed complex migration events for 3M+ Credit Card customers
• Created Customer Remediation operating model for TSB Executive Team

SKILLS

• Program leadership & execution, with best practice methodology and frameworks across all disciplines
• Cross-function collaboration & stakeholder expectations management, including C-Suite
• Business Transformation programs aligned with strategic objectives
• Gen AI – Implications for business strategy
• Customer Value Proposition development
• Customer research methodologies (Quantitative and Qualitative)
• Strategic Planning and Program Vision development
• Resource Management, program finances and capacity planning
• Change Management Proficiency
• Influencing and negotiation
• Analytical thinking, problem-solving and conflict resolution
• RFP, RFI consultations and external supplier engagement
• Team leadership, management, and development
• Risk management, mitigation and governance
• Data analytics to drive process and service improvements 
• Board & Executive communications
• Innovation and design thinking
• Customer Journey mapping
• Agile mindset and project delivery
• Customer experience (CX) & advocacy strategy (NPS)
• NPS development and training

• MIT (CSAIL) "Generative AI - Implications for Business Strategy" (2024)
• MSP Managing Successful Programs Accreditation
• APMP - Association of Project Management Professional Accreditation
• Lean Six Sigma Yellow Belt
• ISEB Business Analysis
• NLP Master Practitioner
• Leeds University – BSc Earth Sciences (only 1 year completed due to family circumstance)