Michelle Lucas

Customer and Product Strategy Director at Lion

Michelle is the Customer and Product Strategy Director at Lion, having held this newly formed role since 2021. Prior to this role, Michelle, was the Business Transformation Lead, Lead to Cash for on a once in a lifetime technology program, as the first company in Australia to implement SAP S/4 Hana as well as a significant SAP CX program. MicheIle led, and subsequently embedded, the shift from 500+ legacy, end of life systems to one solution, levering more than 20 years of expertise spanning business interdependencies, customer experience, leadership and stakeholder engagement. During this period, she set the technology strategy for multi-functional business units, held responsibility for a multimillion-dollar OPEX budget and provided leadership to an on-/off-shore team of almost 100.

Currently Michelle serves as a trusted business partner and change agent to leadership teams, sitting on the SAP User Group and Steering Committee for Customer Experience. She facilitates the development and execution of key sales strategic projects, that enhance the customer experience and assist in the delivery of Lion’s growth strategies. Leading teams of product managers who manage the integration of technology improvements making Lion easier to do business with. This team drives optimization of technology products, from both a systems & processes view, through strong ownership of the Continuous Improvement process.

Michelle will discuss her learnings and experiences across the delivery of Customer Experience solutions across multiple channels and solutions. She has unique insights on how COVID has impacted the delivery of the program and how CX has ben accelerated and impacted in a post COVID world.