Shane Riddle
TECHNOLOGY actually 52 different types of customer served by the National Heart Foundation – and it was important to understand all of these , from various internal perspectives . Initially , he recalls , “ We had a very short view of what we call a customer typically using only a financial lens – the lifetime of a donor averaged about seven years . That ’ s great from a point of view of understanding donor patterns , but donors are only one of those 52 definitions ,” he explains .
“ I wanted to create a platform where we engaged with our customer at every point in their lifetime in order to deliver something at the appropriate time with the appropriate message , material , product or service – whatever that may be .” Riddle ’ s development of this vital platform took five stages , the first of which was a discover stage . This involved creating a “ roadmap ” of how information and data was obtained , why it was collected , as well as how it moved across the organisation and used .
The second phase involved understanding who the customer was . “ Why do they choose to engage with the Heart Foundation ? What is our point of
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EXECUTIVE PROFILE
Shane Riddle
Shane Riddle became CIO of the National Heart Foundation of Australia in February 2017 , having come onboard the previous year as National ICT Manager . Prior to joining NHF , Riddle held roles at IBM , The Warranty Group and BIG4 Holiday Parks of Australia . Riddle holds a Master ’ s in Business Administration and Management as well as qualifications in Human Resource Management . He specializes in IT Management , Business Transformation and Program Management , and was named among Australia ’ s CIO50 in 2017 . asia . businesschief . com