Graeme is an experienced head of business improvement and business change with a proven track record in strategy and business consultancy in sales and market development and customer service.
His experience includes delivering CRM strategy; the development and design of customer service centre capability; defining cost to serve in a service environment; identifying process failure; and designing customer experience performance monitors to improve customer experience.
He specialises in strategy and business planning consultancy setting key performance indicators, that answer key performance questions, for the balanced scorecards in a sales and market development environment.
Graeme is a senior lecturer in advertising and delivers units on three-year and accelerated pathways. He is responsible for the effective development and delivery of the subject, ensuring the advertising course enhances the student experience and supports the strategic priority of the School and student employability.
He is conducting postgraduate research in Knowledge Management through Storytelling and Narrative. This research will study the role of stories, through a semiotic approach, across the knowledge management continuum and seeks to model how stories manage and facilitate knowledge transfer.