Director, Customer Experience
Madeleine Robertson
Bachelor of Design in Visual Communication
Madeleine joined NSW Trustee and Guardian in March 2021 and is passionate about making a positive impact in people’s lives.
As Director, Customer Experience, Madeleine leads our agency’s Marketing, Brand, Communications, Media, Customer Experience Design, Customer Contact Centre and Customer Advocacy .
Focused on delivering services that understand the needs and preferences of our diverse customers, Madeleine strives to create a customer-centred culture that is adaptive and responsive to our changing customer environment.
Madeleine is committed to building the capability of NSW Trustee and Guardian’s people and providing the right tools and support to deliver positive outcomes tailored to the specific needs of our customers.
"Every division of our organisation plays a vital role in our customers’ lives and we are uniquely placed to enhance this role across NSW Trustee and Guardian. Being customer-centred is core to Our Strategy and essential to us delivering Our Purpose."
Madeleine and her team work across the organisation to enhance outcomes for our customers and people by championing our Customer Excellence Principles. Her team drives customer experience improvements at every level of our organisation, for both new and existing customers, internally and externally.
Madeleine is a highly experienced dedicated leader recognised for her commitment to excellence in branding and marketing. She has over 30 years of marketing and communications experience across a wide range of commercial and not-for-profit organisations in Australia, the UK and the USA.
As of 20 February 2023, Madeleine is on a 12-month secondment within the NSW public sector.