Catarina is a pragmatic and outcomes-focused leader with extensive experience in helping organisations improve business performance and achieve better customer outcomes. She has over 15 years' experience across Australia, Brazil, UK, USA and Asia-Pacific.

Some of Catarina’s experience includes:

• Designed and implemented a B2B client experience operating model for a major Australian Oil & Gas company. This included mapping customer journeys, designing a strategic key account management framework including relationship models by segment, and coaching senior executives through the initial roll out to their top 10 accounts.
• Directed phase one of a contact centre re-platforming at a major Australian bank, achieving the key objective of aligning tech ambitions with customer experience success. Drove the implementation of a clear roadmap and staged delivery plan, which optimised customer impact whilst reducing costs and speed to output.
• Designed and established operating rhythm between marketing, sales and service at a large parcels and logistics company, enabling them to deliver more effective marketing campaigns, increase cross-sell and upsell opportunities, and improve customer satisfaction.
• Led customer experience program for a large consulting firm, leveraging feedback loops to continually embed client-centric disciplines to sales, service delivery and account management. Delivered consistent improvement to net promoter score and brand health metrics, which were key leading indicators of revenue performance.
• Spearheaded the operations of an agribusiness startup in Australia, designing and implementing back and middle-office functions, as well as customer and farmer experience journeys. Successfully built cross-functional teams and transitioned to business-as-usual.
• Led the implementation and testing of internal controls frameworks for large SEC-listed companies, driving increased reliability of financial reporting and protecting investors from corporate fraud, aligned with regulatory requirements.