Fiona Murphy is Head of Digital and Self Service Channels at Kiwibank. Fiona’s remit is to lead the development of innovative, market leading digital strategies the drive key business and customer outcomes. Key to this success is Fiona passion for putting the customer at the heart of the strategy by focusing on solving key customer problems – big or small by recognising and understanding that as customers we are all social beings in a digital world.
Today the battleground is customer experience, Fiona is passionate about forging strong collaborative relationship by challenging existing functional hierarchies and is focused on building a digital ecosystem across the bank to continually improve the customer experience.
Previous to Kiwibank Fiona has over 15 years’ experience working in a broad variety of senior roles across banking, recruitment and publishing industries including National Bank, ANZ, Thomson Brookers, Haines Recruitment (NZ) and Financial News, London. This includes product and digital development, strategy and planning, product management and customer experience.