Monica Heinrich

Monica Heinrich is an accomplished Customer Experience Manager currently at Sydney Metro since March 2022, with a strong background in transforming customer-centric approaches across various organizations. Prior experience includes serving as Customer Experience Lead at Sydney Water, where significant advancements in customer onboarding and omnichannel experiences were achieved. Monica also worked at American Express in a contract capacity, operationalizing a Go-to-Market strategy that enhanced Virtual Card deployment, and at Study Group, where the inaugural Customer Satisfaction Framework led to remarkable adoption rates and improved customer metrics. Additional roles encompass Manager of Customer Experience at Optus, Senior Manager of Online Marketing & Customer Experience at Symantec, and various positions at American Express Australia Ltd., demonstrating extensive expertise in digital strategy, customer retention, and operational efficiency. Monica holds a Bachelor's degree from UNSW and a Certificate in e-marketing from ADMA.