Chris is a customer strategy and insights professional with a focused career working in, and consulting to the financial services industry.
After completing a Commerce & Law degree, followed by Post Graduate Law, Chris began his career at Macquarie Bank where he navigated financial markets, client management and completed Post Graduate study in Applied Finance & Investment.
Chris was subsequently attracted by the world of consulting and moved first into research and then management consulting after completing his MBA. Throughout this time his clients were banks, superannuation funds, wealth management firms, and government departments related to financial services.
While at Ernst & Young, Chris re-connected with AustralianSuper, after having previously completed projects for them and also a merged fund, AGEST. This led to joining AustralianSuper in 2016 where he began as the Senior Manager of Insights & Experiments, before being appointed the Head of Department for Analytics, Insights & Measurement.
Chris currently leads this centralised department to develop and embed insight driven customer strategy across Member, Financial Advisor and Business markets. This includes Customer Analytics, Customer & Campaign Performance, CX Measurement, and Customer Research.
Living in Melbourne, Chris enjoys spending time outdoors with his wife and children and the challenges of getting through swimming, tennis and taekwondo lessons with them. As an experienced Committee and Board Member, he has contributed to foundations, institutes and sporting clubs, and as an advocate for industry he currently sits on the Advisory Board of
the annual Customer Insights Symposium.
PANELIST- PANEL DISCUSSION: FACING 2030: A CLIENT PERSPECTIVE ON GETTING MATCH FIT
Insights in Australia and globally now exists in a new competitive context, a new world of data, with dynamics such as the growing convergence of qual and quant making us need to rethink who we are, what we do, and how we fit in.
- How do we ensure we evolve to meet the changing needs of our clients?
- How do we ensure we move further up (rather than down) the value chain?
- What are the challenges in doing so, and the capabilities we need?
- If we seize this opportunity to consider these questions, we can thrive. If we ignore these dynamics, we may slowly decline as an industry. Now is the time for a future focus, by thinking and talking about our collective challenges and opportunities, from both a client and agency perspective.
- In 2020 our conference is about looking forward to 2030 to consider how we want and need to show up as an industry.
- How are we going to ensure we are the indispensable custodians of the consumer truth?
Matthew Ferguson , Elyssia Clark, Chris Cramond and Melissa Pellegrini.