Chris Thomas

Providing Corporate Governance and Strategic Digital Advice.

- Rebuilt a team of 6 Digital Optimisation Managers delivering AB testing/Experimentation and Personalisation focusing on the Home Buying Domain - Instigated a cultural change within the team from a production mentality to influencing the flow of work via subject matter expertise focused on Customer Analytics - Re-vitalised team bench strength through cross-skilling and emphasis on cross-training internally and across other Domains Results: 100% engagement score in 2025 “Your Voice” survey

-Launched an uplift to our approach to sales origination for existing to bank customers. -Piloted a change in operating model, from programme delivery to continuous product improvement, including leading a persistent cross functional delivery team including Design, Product and Technology. -Oriented work around core customer outcomes to ensure that the right features were built, whilst significantly reducing lead/cycle times and embedding early customer insight into our product roadmap. Results: Lifted digital sales percentage from 19% to 34% in FY24 (97% increase in the value of Bendigo brand digital deposits in FY24)

-Led a multi-functional product capability team of ~40 (5 direct reports) -Enterprise product ownership and life cycle management across experience management, analytics, martech/adtech and personalisation across four brands. -Set the product vision and roadmap across these domains, sequencing solutions and activities to deliver incremental business value. -Commercial ownership of the core technology stack with multiple vendors and accountability for ~$5M development budget. Results: Australia's #1 Banking App (Forrester)

- End-to-end product owner for personalisation capability - from vision & roadmap strategy, to experience delivery and operationalisation. - Re-imagined the delivery of segmented real-time content across our core banking, app and public web digital ecosystem across all four main brands and consumer/business customers - Utilised the Adobe Experience Cloud and included a series of intelligent APIs - $10M programme using a scaled agile methodology across multiple streams resulting in $25M in incremental benefits generated - Strong focus on employee experience to enable these people to "help customers in the moment that matters" - Led a cross-functional team of 25+ (from business to design and technology) including 5 product owners Results: 159% sales uplift | 75% production speed improvement | Winner: Adobe Experience Makers Award (Architect) | CDMO collaboration award | GroupTech award

Responsibilities · Process re-engineering to optimise the delivery of personalisation campaigns · Rationalisation of under performing personalisation campaigns · Cultural transformation to shift from focus on production to focus on delivery of sales objectives · Senior stakeholder management Achievements · Delivery of advanced prioritisation capability using APIs to link Target and Experience Manager · Launch of 2x prototype campaigns to demonstrate that consistent customer communications across digital channels can lift sales by 100-200%. · Launch of Target personalisation capability within Native mobile application (iOS and Android)

Providing Outback Futures with a perspective on digital and strategic items based on their participation in the Westpac Foundation's Board Observership programme.

- End-to-end product owner for Talent Engage community - from vision & roadmap strategy, to experience delivery and operationalisation. - Start and scale up of the Talent Engage portal to engage a community of IT contractors - Used Salesforce Sales & Marketing Clouds - Delivered using a MVP test and learn agile approach before iteratively enhancing - Implemented a continuous listening programme based on NPS to inform future roadmap - Creation and execution of eDM based communication strategy to support contractors across their lifecycle (triggered and adhoc communications) - Partner management and integration of Velocity Frequent Flyer rewards - Grew and led a team of ~5 digital product owners Results: Member growth from 771 - 3,500+ over 12 months | NPS from 28 to 40+ | eDM open rate of 50%+ | eDM click through rate 10%+

P&L accountability and ownership for all digital ecommerce experiences (web and iOS/Android app) - from vision & strategy, experience delivery and commercial performance. - Day-to-day accountability for the commercial performance of all digital channels - Accountable for optimising digital experiences to uplift the sales of tickets and ancillary revenue (contextual upsell, data monetisation, premium digital sponsorships) - Delivered a transformation in web and app experiences focusing on engagement and improving conversion - Budgetary authority for $300k search budget - Rebuilt and led team of ~5 eCommerce product specialists Results: Sales: $45m | Traffic 1.7M UVs (+7%) | Conversion +50% | Bounce rate -40% | Time on site +30%

Piloted segmented way of interacting with customers based on catchment demographics

Initially joined Corporate Strategy and delivered a number of transfomative programmes, including what became Optus Digital Media which I then joined to drive Optus's digital strategy. - Strategic support for the delivery of ~5 digital products focused on IPTV, Content and Cloud Storage - Delivered a strategy driving step change in the performance of Optus's digital channel - Led team of 2 strategists Results: Awarded top 5% of people across Optus in 2011

Responsibilities • Provided strategic advice to CXO office – operated as an internal consultancy, particularly on “breakout” incremental growth opportunities • Responsible for the strategic development of Optus Country – a major brand extension of the Optus brand into regional Australia using customer insight to challenge prevailing assumptions about how the Optus brand was perceived in regional areas • Led and line managed strategists during delivery of corporate strategy projects • Responsible for completion of selected General Manager tasks whilst this role was vacant Achievements • Obtained board approval to launch Optus Country, to deliver $88.2m (NPV) in EBITDA benefits by FY12 • Restructured Boost/Optus contract to drive down churn and create $35.9m in benefits by FY12 • Development of initiatives to take 33% share of ~$18.6m (operator segment of) mobile application market per annum • Re-launch of Grocery segment prepaid wholesale brand, delivering record customer additions of 130,000 in one day

Transition to focus more extensively on digital transformation, across multiple clients and sectors. Role included: - Winning and delivering work to build a client portfolio focused on client transformation - Client sectors across Energy, Publishing, Manufacturing, Telco - Led the graduate recruitment programme - Led team of 2 digital strategists Results: Led team that won National Grid pitch worth ~£1m | BT initiatives to save 18M calls/year (£33.2m/year - 20% YoY online transaction growth | British Gas 19% uplift in cross sell and British Gas Business conversion rate +23%