Ian Harrison
About Ian Harrison
Ian Harrison is the Director of Customer Experience Optimisation at Verint, where he has worked since 2019. With extensive experience in customer service management across various industries, he focuses on mentoring and guiding teams through technology-driven changes.
Current Role at Verint
Ian Harrison serves as the Director of Customer Experience Optimisation at Verint, a position he has held since 2019. In this role, he focuses on enhancing customer service delivery through technology-driven change and innovation. His responsibilities include mentoring and guiding teams to optimize customer-centric practices and improve operational efficiency.
Previous Experience in Customer Service Management
Ian Harrison has extensive experience in customer service management, having held several key positions prior to his current role. He worked as Call Centre Manager at TTEC from 1994 to 1997, then served as General Manager of Customer Service at Vodafone from 1997 to 2003. He further advanced his career at Commonwealth Bank as General Manager of Production Management from 2003 to 2016 and later as Director of Customer Care at TNT Australia from 2016 to 2017.
Background in Social Work
Ian Harrison began his career in social work, serving as a Social Worker at Shellharbour Hospital for one year in 1986. He then worked at Westmead Hospital from 1987 to 1994, where he held multiple roles including Deputy Director of Social Work and Student Educator. His background in social work has contributed to his approach in customer experience management.
Education and Expertise
Ian Harrison studied at the University of New South Wales (UNSW), where he earned a Bachelor of Social Work with a focus on Marriage and Family Therapy/Counseling from 1981 to 1985. He also completed his secondary education at St Ives High School. His educational background supports his expertise in consulting and business advisory services, particularly in leveraging technology to enhance customer experience.
Focus on Mentoring and Leadership Development
Ian Harrison is passionate about developing team members and leaders through training, mentoring, and leadership coaching. He emphasizes the importance of guiding customer service delivery functions and optimizing technology to foster a culture of continuous improvement within operational teams.