Lisa Pogonoski

Lisa is the General Manager of Customer Solutions, within Customer Services & Technology, responsible for supporting customers in times of need – spanning a range of critical services across Customer and Business Assist (collections and hardship), Complaints, Deceased Estates, Remediation, and vulnerable customers. From being appointed to the role in 2018, over a 4-year period Lisa transformed the Group’s approach to Complaints management, launching an enterprise framework and standard and driving a culture where complaints are seen as a positive opportunity to recover the customer experience. During this time, she was responsible for key strategic initiatives including establishing AFCA operating model, launching the Group-wide Complaints Management system for ~19,000 staff and establishing Westpac’s vulnerable customer capability. Previously Lisa worked in BT Financial Group for 25 years. As the Chief Customer Officer of BT Financial Group she was role responsible for working with senior leaders to drive customer focus. In 2016 Lisa was also running the BT Marketing function. Lisa has held various roles including running the BT contact centre, managing customer service change programs and running key support teams such as training, process improvement, change management and customer experience functions. Lisa spent 3 years building Scalable Advice business in BT, a team of 90 people focused on helping customers with their insurance & superannuation needs over the phone.