Michelle Hay

Customer Experience Director


Michelle has worked for Optus for 10 years and in her current role she is responsible for defining and implementing strategies that drive great experiences for Optus customers. This involves understanding customers’ needs and ensuring these are met in the new products and services that Optus takes to market and designing and delivering a portfolio of initiatives, using Agile ways of working, to drive step change improvements in the experience Optus customers have. She also has a passion for equipping all Optus people with the tools and techniques they need to improve the customer experiences they deliver through the Optus CX Academy which forms a key part of her portfolio.

Prior to this, Michelle worked as a Management Consultant for over 5 years, where she was responsible for leading and delivering operational improvements for service and manufacturing sector clients across a diverse range of industries within the Asia Pacific region.

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