Susan Mackay

Visionary
DISC Type : Ds

Senior Project Manager at Crown Resorts

Greater Melbourne Area, Australia

Overview

Susan Mackay is a digital customer experience transformation leader and Senior Project Manager specializing in Australias financial services sector. With a background at NAB and Crown Resorts and holding a Leading SAFe® certification, she excels in complex, regulated environments. Colleagues describe her as tenacious, experienced, and dedicated.

Based on her professional activity, Susan shows a keen interest in supporting her network. She frequently shares career opportunities and related resources to help others in their job search and professional development.

She led the implementation of Crowns guest feedback system, rolling out a new dashboard that is now used by over 1, 000 managers.

Personality Overview

Goal-Oriented

Big Vision Person

Direct & Assertive

They are very professional in their approach and can weigh multiple perspectives together.  They might take some time to make their mind up but once they do, they don't change it easily. Reading between the lines and seeing beyond your words comes naturally to them.

Topics They Care About

Customer Experience (CX)
Leads enterprise-scale initiatives to improve the end-to-end customer journey, with deep experience in Voice of Customer programs and platforms like Qualtrics.
Agile Project Delivery
Utilizes agile methodologies, including SAFe®, to manage and deliver complex business and technical change projects within large-scale enterprises.
Regulated Environments
Specializes in project delivery for the financial services industry, focusing on areas where risk, customer protection, and regulatory compliance are critical.

Media Appearances

Susan has no verified media appearances

Work History

8-2024 - 6-2025
Senior Project Manager at Crown Resorts
10-2020 - 11-2023
Senior Project Manager/ Release Train Engineer at NAB
11-2017 - 9-2020
Project Manager at NAB
10-2009 - 10-2017
Implementation Project Manager at NAB
3-2008 - 9-2009
Senior Project Analyst at NAB

Education

Diploma from RMIT University
Certficate IV from University of New England (AU)

More Information

Social Presence :

Prographics :

Exp : 16 Location : Greater Melbourne Area, Australia Job Level : N/A Designation : Senior Project Manager at Crown Resorts
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Insights For Selling To Susan

During A Call Or A Meeting

DO's

  • Use phrases like 'your team deserves', 'best in class' etc.
  • You can spend time on BANT (or other qualification methodology) but keep it to the point
  • Ask them at the end if they see a strong value prop in your product; expect an honest answer

DONT's

  • Don't go over them unless you are left with no other option
  • Avoid putting conscious effort into relationship-building
  • Don't get into pricing discussions early on, steer conversation towards proven results

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Susan is

  • Strong proof of impact and their conviction will matter the most, but they wouldn't want to act unilaterally either
  • Will you ever get a clear answer from Susan

  • They will say no if they are not convinced but you will have to prompt them.

Insights For Deal Planning

    How fast (or slow) will Susan move?

  • They will want to understand things well but can move fast once they have a clear picture.
  • Can Susan take some risk or not?

  • They have good risk tolerance but are likely to think it through once or twice.

You And Susan

Personality Compatibility


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