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AXA Australia - Enterprise Reporting & Information Solutions

AXA Australia - Enterprise Reporting & Information Solutions

AXA’s enterprise reporting and information solutions team was responsible for delivering analytical modelling, operational reporting, application development and subject matter expertise to all business units within the AXA Australia and New Zealand business. Lyndon was the Information Solutions Manager for 4 years responsible for solution architecture, project management and delivery and team management.

  • Scrum Product Owner responsible for managing and representing the  ‘Voice of the Customer’ in backlog prioritisation, requirements management, sprint planning and print review meetings
  • Wrote user stories and epics representing the user requirements for reporting, data and information consumption
  • Attended Daily Scrum Meetings and coordinated back with stakeholders to communicate and resolve impediments to delivery.
  • Defined and developed the business intelligence operational and strategic plan and roadmap.
  • Implement a new operational management system to manage ad hoc request, project and output documentation as well as a data knowledge base to support the self-service component of the new distributed BI model.
  • Chaired AXA's BI Governance Steering Committee to manage the distribution, quality, definition and security of information.
  • Partnered with the Data Warehouse Manager to develop a strategic plan to make improvements to the warehouse data completeness and usability.

Notable outcomes

BI Improvement Project

  • Led the review and assessment of the migration of AXA's BI reporting to a new platform vs. upgrading the existing platform
  • Established a roadmap for BI that initially focused on the improvement of the operating model. This commenced with the development of a new role (Business Improvement Analyst) whose primary focus was on establishing a clean set of reporting assets and the decommissioning of over 200 hundred redundant reports.

System Developments

  • Led the programme of work in automating 40% of AXA's key monthly dashboard leveraging the AXA data warehouse and Hyperion reporting platform. 
  • Led the solution design and management of AXA's Anti-Money Laundering Transaction Monitoring system as well as devising a remediation plan to resolve certain implementation issues.
  • Designed and led the development of a highly functional product system replacement to resolve a mandatory requirement of system decommissioning project.
  • Led the implementation of the Oracle APEX application development platform to support the centralisation of unsupported data sources from around the business into a robust / web based Oracle backed platform.

AXA Australia - Senior Business Analyst

AXA Australia - Senior Business Analyst

As a senior member of the Enterprise Reporting and Information Management Team, Lyndon was responsible for design and production of information solutions for projects as well as operational and BAU reporting.

  • Worked with other Business Analysts and Project Managers to establish detailed business requirements of the reporting suites and dashboards as part of the project delivery.
  • Advised projects on best practice and ability to achieve implementation of requirements
  • Performed detailed analysis to estimate and quote on the design, development and delivery of reporting requirements.
  • Followed Agile development methodology developing a prototype followed by a number of review and re-work iterations to meet the final business requirements.
  • Provided subject-matter-expertise to projects and business units on data availability and usability.
  • Analysed, reconciled and consolidated existing reporting frameworks to ensure business fit-for-purpose.
  • Provided process improvement consultation to AXA's Marketing Information, CRM and Customer Retention Teams.

Notable outcomes

  • Developed a single client view application for the Customer Solutions Call Centre using the AXA data warehouse client matching technology. This tool enables Call Centre Consultants to search by a customer policy number and locate additional policies that customer holds.
  • Drove the development of the first BI based applications using the Hyperion reporting suite. This was a significant step forward in the depth of services and improvements that the Business Information Team could provide to the business and changed the BI value proposition in an extreme way.

AXA Australia - Marketing & Campaign Management

AXA Australia - Marketing & Campaign Management

As the Campaign Delivery Analyst, Lyndon was responsible for the development and execution of all of AXA’s Customer and Financial Planning direct mail, email and SMS campaigns. This role also demanded a large aspect of solution design to create end-to-end and closed loop marketing sequences linking many contact channels together to drive new sales, cross-sell, up-sell and customer retention initiatives

  • Track sales, click through, registration and other campaign related activity to measure campaign effectiveness and accuracy
  • Developed and monitored complex multi-step, multi-channel campaigns that involved automated life cycles of up to six months using the Affinium Campaign and Affinium E-message application connected to AXA's data warehouse.
  • Developed and maintained trigger based campaigns which would send reactive notification to call centres, BDM's, financial planners etc. based on the activities of customer’s policy record.

Notable outcomes

  • Single handed execution of over 100 campaigns in a single year that contributed to a CRM benefit of $57m
  • Designed and developed a trigger based campaign that detected customer withdrawal activity across different product segments. This single campaign increased customer retention results on written requests to withdraw by over 20% which resulted in a CRM benefit of $18m for the first year.
  • Devised an on premise event check-in process that based on the information fed in via a website delivered targeted emails based on product preferences to clients and advisers