Ian Harrison is the Director, Customer Experience Optimization at Verint. In this role Ian provides support and advice to Customer Experience executives in setting the strategy, operational objectives, performance expectations, resource allocation and quality standards to meet evolving customer demand.
Ian joins Verint with over 25 years industry experience of which 15 years have been spent in Financial Services. Prior to joining Verint Ian held several senior positions across the industry including most recently Group Head, Customer Care for Westpac Group managing 2200 staff across 8 sites. During his time at Westpac Ian transformed the old “CCC” (Customer Contacts Centres) into Customer Care developing its own unique brand.
Before joining Westpac Ian worked as the Director, Customer Care for TNT/Fedex in Australia, New Zealand the Pacific Islands, spent 13 years at the Commonwealth Bank of Australia (CBA), where in his last role he was General Manager of Operational Excellence and Production Management and spent six years at Vodafone Australia, where he was a General Manager managing Customer Care and the National Call Centres. Before that Ian spent three years at TeleTech International, where he ran call centre services for a variety of clients.