Tina Morrell

Head of Customer Experience Westpac

Tina Morrell is Head of Customer Experience at Westpac. Prior to this, she was Executive Manage of Customer Value and Journey at Qantas, where she reported to the Chief Customer & Digital Officer. Here, she was responsible for the Qantas Group Customer strategy across all aspects of the customer journey. Her key strengths are in focusing on the end-to-end design and development of the customer experience journey including Customer Research and Insights, Customer Strategy and segmentation, Innovation, Experience and Service Design across digital and physical experiences to Go-To-Market.

An energetic executive leader passionate about developing a superior customer experience by designing and delivering products that meet customer needs and drive growth, she has extensive experience in customer and digital strategy and transformation, product management, product delivery and CX across Financial Services and Telecommunications. She leads teams across CX Design, Digital UX/UI, CVP, Pricing, Research and Insights, Data Analytics and Program Management. Using data and customer insights to develop the customer strategy, she drives continuous innovation using Human Centred Design and Agile ways of working. Her responsibilities have covered P&L ownership, pricing, risk management, process, research insights, vendor management, measuring and driving customer satisfaction, NPS, and delivering a superior customer experience.