Charles is currently the Head of Customer Experience and the CX Innovation Lab for Optus’ 9m customers. Previously, Charles was the Executive Director of UBank and the Group’s General Manager of Mortgage Experience at National Australia Bank.
Prior to joining NAB, Charles was the CEO of RAMS Home Loans Corporation, leading that business to become Australia’s leading non-bank lender and amongst its most trusted and recognised brands.
Charles is currently an Ambassador for Opportunity International, a world-leader in mirco-finance and was previously a member of the Australian Chamber Orchestra’s Chairman’s Committee.
Charles began his career in Europe with British Airways where he held numerous senior executive roles, amongst them as Managing Director of Global Financial Services; Group Executive, Loyalty; and the Head of Customer Relations, the latter becoming a Harvard Business School Case Study in leading customer experience transformation.
Charles holds degrees from Bucknell University in the U.S., The London School of Economics and an MBA from The University of Lancaster, Lancaster Business School. Charles lives in Sydney, is married with three children and has never achieved a golf handicap below 8.