Manager Member Experience Design
3:40 PM How RACQ Has Implemented an Agile Service Improvement Model to Continuously Improve the Performance of Their Frontline Staff
RACQ’s organisational focus is squarely on improving its Member Experience (MX). When envisioning this experience, RACQ have placed the performance of their frontline staff front and centre. To ensure that staff are competent and comfortable, a 2 month feedback cycle of staff insight collection, workshopping and re-training occurs. In this session, Carl Gribble of RACQ will discuss his team’s innovative method for continuous improvement, and how this constant process of identification and rectification is benefitting both RACQ’s frontline staff as well as their members.