Kylie Bailey

Kylie Bailey has extensive experience in leadership roles within the contact centre and customer service sectors, currently serving as Director of Global Contact Centres at Optus since June 2008. Prior positions at Optus include Associate Director roles and the management of a high-performing Platinum Customer Experience Centre, focusing on delivering exceptional NPS outcomes and fostering cultural change. Prior to Optus, Kylie worked at AAMI from January 2003 to June 2008, where roles included Customer Service Centre & Repair Development Manager, Claims Administration Manager, and Customer Relations Manager, with responsibilities ranging from managing repair costs and customer service operations to driving productivity and exceptional customer delivery in a call centre environment.