The CSBA Team

Over the last decade Narelle has held a variety of different roles at CSBA, from leading the Field Operations team, to Client Services and most recently General Manager of the QA and Training portfolio.

Narelle was integral to the conception, development and creation of CSBA’s highly regarded SenseCX Quality Assurance program and in her time with CSBA has helped ensure the company remains at the forefront of contemporary customer experience thinking.

Working closely with clients across all sectors, but in particular Local Government, Tertiary Education, Commercial and Utilities, she drives the design and implementation of quality monitoring and training programs that result in better experiences – for customers and employees.

Over the past several years, Vivian has held a variety of different roles at CSBA. She’s led the QA Field Operations team, and most recently moved into Client Services.

In her time with CSBA, she has gained extensive experience managing and coordinating large-scale quality assurance projects, using a variety of different research approaches, standards, and methodologies. She is passionate about supporting her clients to achieve continuous improvement in the quality of their customer interactions.

With more than 15 years experience working with Australian contact centres in the telecommunications, banking, education, marketing, utilities and non-government organisations sector, Kiri has a wealth of customer experience knowledge and hands on experience.

Her team leadership, call centre management, coaching, quality monitoring, conflict resolution, complaint handling and sales and service training knowledge, combined with her collaborative and engaging nature makes her a great facilitator, trainer and coach.

Chris has been working in and around contact centres for 7 years.  Starting in customer service on the phones and working up through coaching, QA and into process and project management.

Chris is huge advocate of customer experience and continuous improvement, and armed with his experience working with Australian and overseas contact centres is able to effectively communicate with all parties to ensure that everyone is on the same page.

Niamh leads the CSBA Quality Assurance Assessment Team, carefully managing, planning, and tracking each assessment program to ensure it runs smoothly and that deadlines are met. Working closely and collaboratively with each individual member of the QA Field team, Niamh ensures that all assessments are calibrated with the SenseCX methodology and meet CSBA’s Best Practice Standards.

Prior to being promoted to Field Team Operations manager in 2021, Niamh gained extensive research and QA experience, working in a variety of different roles at CSBA, including as an interviewer, a QA Assessor, and a supervisor. In her time at CSBA, Niamh has gained experience managing large-scale projects, supporting the team, and training new QA Assessment Team members on a wide variety of research approaches, standards, and methodologies.

Janine is a highly accomplished customer contact professional with over two decades of experience managing effective, award winning contact centre teams.

Responsible for developing the operations of some of Australia’s best-known and loved brands and customer service leaders, Janine is highly respected throughout the industry.

She’s passionate about employee engagement and firmly believes it is an essential ingredient in business success. At CSBA, Janine helps our clients improve their customer experiences through staff coaching and development and assists in driving business improvement by providing leadership coaching and guidance.

Fi recently joined CSBA as a Senior Research Manager. She is an experienced research and insights professional with proven expertise in delivering insights to impact business transformation and improvements.

She has worked on both client and agency side, across Finance, Services and Utilities sectors.  Her expertise covers CX, Voice of Customer programs, design solutions and analysis across consumer, B2B and CALD markets.

John has 20+ years’ experience in research in academic, not for profit and commercial research sectors. This experience includes 15 years in market research, where he has honed his skills in measuring and understanding customer experience, attitudes and behaviors.

In market research, John has worked for and with some of Australia’s leading organisations in banking, insurance, retail, FMCG, telecommunications, health, medical technology, professional services and industrial sectors.

John is skilled in building and running projects, both quantitative and qualitative, to build compelling narratives for clients. His approach is pragmatic, while still ensuring the rigor and quality to inform business decision making. He has extensive experience in managing large scale market research projects, from inception through to delivery.

John has strong technical skills in research design, survey development, fieldwork, data analysis and report building. In particular, John is highly adept at using research design and analysis skills to assist clients in understanding which levels they need to pull to achieve high performance.

Lani is a dedicated and experienced Research Assistant with more than two decades of experience in client and market research, delivering actionable insights into the business. She is experienced in client engagement, project management, questionnaire design, data analysis, and research insights reporting across a range of industries such as banking & finance, superannuation, utilities and investment management.

With over 12 years’ experience working in Voice of Customer (VOC) research in the Finance industry, Lani designed, developed, implemented and managed benchmarking and key measures across different business units within ANZ Bank. Lani’s core focus is on quantitative research with a particular preference for utilising research that drives operational performance in an organisation.

Sam loves talking to people and understanding why they behave as they do.  She is a creative Qualitative Specialist with 15+ years experience.  Sam can apply qualitative research and consulting techniques to uncover exciting commercial opportunities and develop ‘ah ha’ moments for clients.

Sam is proficient in a number of qualitative methods and likes to use story-telling to bring insights to life.  Sam’s experience extends across multiple industries including Banking & Finance, Business Services & FMCG, and she is confident managing both B2C & B2B projects.

Sam is highly experienced moderating focus group and in-depth interviews at all levels, including executive level and vulnerable customer groups.  Her background spans across both agency and client-side and this enables her to deliver executable qualitative research to CSBA’s clients.

As a dedicated Data Analyst with a strong background in survey design, data analysis, and project management, Madeline has honed her expertise in managing and executing complex research projects across various methodologies, including CAWI, CATI, and CAPI. Madeline’s current role at CSBA allows her to leverage her technical proficiency in Forsta Survey Designer, SPSS, and R to set up, script, and analyze surveys with a focus on ensuring data quality and deriving actionable insights.

Madeline’s foundational experience at the Workplace Gender Equality Agency (WGEA), coupled with her academic background in Advanced Computing from the University of Sydney, further solidifies her ability to work with large datasets, ensure data accuracy, and contribute to impactful research outcomes.

David is a highly experienced Market Research Call Centre Manager, having worked with IPSOS, the second largest global market and social research company.

With over a decade of experience running CATI call centres in both Australia and New Zealand, David has experience in all aspects of market research. He is inquisitive by nature, loves to ask questions, probe beneath the surface and use data to create better customer experiences.

In his role as Field Team Manager at CSBA, he is responsible for the day-to-day operations and management of CSBA’s market leading CATI call centre and field team.

Sophie has a passion for data and loves using it to communicate on complex topics. Always ready to learn, and with a curiosity about many subjects, Sophie is skilled in taking in the full context of a situation, condensing it down to its relevant parts, and presenting it in a simple yet informative way.

Sophie studied Astrophysics at University and from that gained experience with coding and data, especially with research involving large data projects.

Sophie prepares data for projects and constructs dashboards for clients to interact with and extract meaningful insights from.

An accomplished Marketing Communications professional with over 20 years experience, Kristy has a deep understanding of the unique operational dynamics across various industries. She is skilled in developing innovative marketing approaches and brand development strategies.

As a communications specialist, Kristy excels in crafting and implementing both external and internal communications programs, helping businesses communicate effectively with their audiences.

Having worked across diverse industries in B2C, B2B, and services, Kristy brings extensive expertise in brand development, strategic marketing communications, and planning. With a strong focus on delivering high-quality, results-driven solutions, Kristy drives impactful strategies that support business growth.

As CSBA’s Office and Event Manager, Joy is integral to the day-to-day operations of the business. With extensive experience supporting senior executives across a range of industries, Joy prides herself on her attention to detail, process management and resourceful approach. A dedicated and reliable professional, with comprehensive administration experience and strong interpersonal skills, Joy supports the CSBA team across all aspects of the business, including tender and proposal development, CRM management, communications, and events.