Charlotte Madrid

Charlotte Madrid currently serves as CX Product Lead at Mirvac since January 2024. Prior to this role, Charlotte was Employer Support Lead at Gallagher Bassett from August 2023 to January 2024 and National Customer Experience Insights Manager at Healius Limited between January 2022 and August 2023. In the latter position, Charlotte led the deployment of a COVID automation process, enhanced customer service training, and collaborated with various teams on new process implementations while managing stakeholder engagement through the Voice of the Customer program. Earlier experience at Laverty Pathology as COVID Coordinator/Digital Project Manager involved leading a team of over 200 and successfully automating referral processes. Additionally, Charlotte worked as a Phlebotomist, managing a high-volume collection room while ensuring adherence to safety and procedural standards.