Dr Rachna Gandhi

Executive General Manager Customer Strategy, Design and Innovation / Suncorp Group

Rachna is a recognised expert in strategy, customer centric design and digital innovation with a wealth of experience delivering transformation.

Prior to Suncorp, Rachna was CEO of Service NSW. In this role, Rachna led business growth from 15 million interactions a year to over 32 million, from 850 transactions across 24 agencies to 970 across 45 agencies; with a customer satisfaction score of 97% and a staff engagement score of 76% (11.3% higher than the sector average) with 94% staff believing Service NSW is customer focused and 93% believing it provides high quality services).

Prior to Service NSW, Rachna has had an extensive career in the private sector across banking, wealth management and hospitality both domestically and internationally. Her previous positions include Director Customer Strategy at AMP and various leadership positions across strategy, customer experience design and marketing at Westpac.

Rachna recently featured in ‘The World We See’ publication; compilation of personal letters from Australia's leading CEO's on their vision and desire for the next generation of female leaders.

Rachna holds a PhD in Consumer Behaviour; and post graduate qualifications in Customer-Led Strategic Transformations from Stanford University (USA).