Kelly Walters (née Pedler) is a business improvement wiz. Her passion for technology and developing future leaders has resulted in her being awarded the Women in Technology (WiT) ICT Rising Star Award.
Walters is currently a manager with the Department of Transport and Main Roads (TMR), Digital Capability Unit. With more than 12 years of experience in the public sector. She has worked in operational service delivery along with strategic environments across customer services. Recently, she moved into the information technology space. She has always had an interest in technology and the value it adds. Her first exposure involved designing information for digital consumption and designing and implementing ICT systems.
Walters has also led the state-wide Continuous Improvement Program for the Customer Services Branch (CSB) in TMR. She aimed to empower teams to identify and implement improvement opportunities. In all her roles, Walters has been exposed to emerging technologies that support business improvement and customer experience. Walters work includes identification of opportunities, gather high-level requirements and partner with stakeholders and industry. She also enjoys working with business areas to gather detailed requirements, design, develop and test the technology and evaluate the proof of concept.
Through facilitating Lean, Design Thinking and Customer Journey mapping sessions and workshops, Walters works with “business areas to scope and design the workshop, identifying and using appropriate digital capabilities, facilitating the workshop itself and reporting on the outcomes identified in the workshop to executive sponsors to secure buy-in to implement solutions”. Walter’s works towards generating actionable insights, and empowering informed decisions. Her goal is to help fulfill TMR’s vision of becoming an insights-driven organisation.
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