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Nicky Glover is a seasoned professional with extensive experience in customer experience insights, analytics, and process improvement within the telecommunications sector. Currently serving as the Customer Experience Insights and Analytics Lead at Telstra since October 2009, Nicky has played a pivotal role in overseeing the deployment of business, enterprise, and government products on the National Broadband Network. Previous positions include Senior Project Specialist and Senior Consultant at Telstra, where Nicky focused on process design and business improvement for telephony projects, as well as a Lean Manufacturing Consultant at Swinburne University of Technology, aiding businesses in implementing lean strategies. Earlier career experiences include self-employment as an Independent Business Consultant and a managerial role at Deloitte, emphasizing process and strategy improvement. Nicky holds a BSc Eng in Chemical Engineering and an MSc in Industrial Engineering from the University of the Witwatersrand.