Mark Pieterson

I am a passionate advocate of using technology to enable business transformation. I understand the need for business stakeholders and IT suppliers to be aligned. Having recently moved to Service NSW, I look forward to bringing my passion for the customer into this role. The first 12 months has been exciting and full of change. My team and I are responsible for the CRM platform that manages over 70 citizen transactions and has been the fulfillment tool for stimulus packages such as Dine and Discover, Flood and Bushfire Grants and is the back end of the Covid check in app. For nearly 20 years, I successfully led major transformation projects in the Qantas Digital and Global Sales Organisations including Contact Centre reservations system redesign, online customer disruption self-service portal and a global Salesforce CRM implementation. The growth of the Qantas CRM across multiple business units, transitioning from a B2B Sales and Service to a true B2B2C engagement platform, my focus was on delivering the best experience for both external customers and the more than 1400 users across the globe. Specialties: Salesforce CRM, CRM Transformation, Agile program delivery, Stakeholder Management, Project Management, Lean Belt Six Sigma, Process Design, Systems Improvement, Vendor Management