Dr Rachna Gandhi
Rachna is the Executive Director Customer Service Delivery at SNSW. She leads the Contact Centre, Service Centre and Digital Channels.
Rachna is a recognised expert in Customer Strategy and Service Design. She has successfully led many transformation programs to embed a customer centric culture and improve service delivery and performance. Rachna firmly believes that to achieve sustainable long term success organisations must involve customers in the stages of the service delivery path, in the identification of customers’ needs, design of services, service delivery and performance evaluation. She is passionate about building a strong service culture and providing excellent customer service to benefit the people of NSW.
Over the last year Rachna has worked with the Customer Service Commissioner on a whole-of government program aimed at building a service culture that is responsive to customer needs. Prior to joining the public sector, Rachna has had an extensive career in banking and wealth management. She has held senior leadership roles at Westpac and AMP, in these roles she led the way for major customer-focused change and innovation.
Rachna holds a PhD in Consumer Behaviour; and post graduate qualifications in Customer-Led Strategic Change from Stanford University (USA).