Susan Kehoe, the founder of Strategy to Performance Consulting Group, has wide-ranging experience across sectors in the design and delivery of people and system-focused organisational performance improvement and culture change. Some examples of her experience are listed below to give an idea of the kind of value she brings to interim executive or consulting assignments.
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People and culture for service innovation and changeSusan was Executive Director People and Culture in the leadership team that designed and started-up the award-winning Service NSW that has successfully transformed NSW Government transactional service delivery across digital, phone and service centre channels. Service NSW was designed and opened in 6 months with customer satisfaction lifting from 60% to 98% and top quartile staff engagement. She brings this experience in transformational service improvement to your organisation. |
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Human Resources Management transformation & changeSusan has established, reshaped and led full service HR teams as HR Director in many government and private enterprise organisations. This included roles as Executive General Manager Human Resources at Energex, a $2Billion electricity distribution company in Queensland, Head of HR in Northern and Rural Zone in National Australia Bank, and Executive Director People and Culture in Service NSW providing transformed government service delivery to the people of NSW. |
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Planning and delivery of organisational performance transformationSusan combines practical experience in leading successful transformational change in complex organisations like NAB, Telstra, Woolworths, Energex, and state and local government, with the use of frameworks to help you review your business performance and undertake change. She has worked with organisations across the finance, energy, ICT, FMCG, government and not-for-profit sectors and engages people at all levels in ways that deliver sustainable results. |
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Strategy & engagement for amalgamationsSusan worked with leaders and staff from a range of councils to assist with strategy development for the formation of new amalgamated councils and engagement of staff in improving service delivery to communities. |
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Organisation restructuring & executive recruitmentSusan has broad and deep experience in organisational design and restructuring in organsations of all sizes. She has restructured whole organisations, divisions and teams and has recruited individuals and executive teams. |
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Banking and distribution strategy, sales, HR, and productivity improvementSusan has led a range of state-wide functions in National Australia Bank including HR, business strategy, branch productivity improvement, sales and culture change initiatives. This, combined with experience as an Area Sales Manager, provided practical commercial experience in understanding and running a financial services business with 270 outlets generating $290M profit. |
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Customer-centric digital service innovationSusan created and delivered a world-first customer-focused wireless workplace solution & culture transformation at Telstra Mobiles & led the concept design for a Telstra Digital Innovation Centre with specialists from Microsoft, Cisco, SAP, and Telstra. |
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Multi-million $ reduction in cost of doing businessSusan led a major program of 200 business performance improvement initiatives in the Woolworths' Corporate Refresh Program supporting delivery of $80M per annum savings and reductions in the cost of doing business. |
Some of the organisations that have engaged Susan as an executive or a consultant.
