Emma W.

Emma W. is an experienced customer experience leader with a strong background in enhancing customer-centric strategies within prominent organizations. Currently serving as Head of Customer Experience at Property Exchange Australia Ltd (PEXA) since January 2020, Emma previously held various roles at ANZ from January 2009 to January 2020, including Customer Experience Lead and Customer Experience Manager. Key achievements include implementing the Net Promoter System across 9000 customer-facing staff, establishing a governance forum to address customer pain points, and developing Voice of Customer programs that link customer insights to financial metrics. Emma holds a Bachelor of Commerce and a Bachelor of Laws from Monash University.