Mark has 20+ years of experience focused on omni-channel digital transformation, customer experience, digital strategy, innovation, thought leadership, customer-centered design, Agile, Lean and Start-up principles, Design Thinking methodology and data & insights driven engagement.
He is currently the Director of Customer Experience (CX) at Optus and leads the Customer Experience Team that is responsible for defining and implementing customer experience strategy, ensuring translation of the Optus Brand promise into all products & customer touch points (omni-channel) and promoting a customer centric culture.
Prior to joining Optus, he was the Global Head of Digital Delivery & Workflow with HSBC based in Hong Kong with accountability for Asia Pacific, Europe and the Americas. His primary responsibilities were to accelerate HSBC on their current digital journey ensuring best in class customer experiences.
Before HSBC, Mark was the General Manager of Experience Design at the Commonwealth Bank managing a team of 80+ digital professionals covering UX/UI, Visual Design, Research, CCD and Front-end Development. He was responsible for supporting the delivery of digital financial experiences that enabled customers to manage their banking and wealth including researching, applying for and servicing products online.
He has also held senior executive roles at BT Financial Group, Seagate Technology, Bank of America, Adobe, Sapient and Philips Design.
Mark was born and raised in Hong Kong and has lived in Australia, Thailand, Germany, the Netherlands, the Philippines and in Hawaii, Atlanta, San Jose and San Francisco in the United States. He is married and has two boys aged 6 and 8.