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Alexandra Egan

Current Occupation:

Strategic Review & Improvement Consultant | Strategy, Structure, Transformation & Operational Improvement | Creator of R.E.S.E.T. Your Thinking® | PhD Focus: Decision-making in complex systems

Detailed CV:

PROFESSIONAL PROFILE

Senior public sector leader with over 30 years' experience designing, reforming and leading community-facing service systems across Commonwealth, state and local government environments. Currently embedded at Mornington Peninsula Shire as Service Improvement and ReDesign Lead, with direct knowledge of the organisation's service landscape, community expectations, strategic priorities and operational challenges.

Brings a strategic, community-centred approach to customer experience  with a track record of redesigning services for clarity, accountability and measurable improvement. Known for strong people leadership, executive-level advisory capability, and the ability to influence and navigate complex stakeholder environments, including politically sensitive contexts. Combines broad system-level thinking with the operational discipline to translate strategy into outcomes that communities feel.

CORE CAPABILITIES

Customer Experience Strategy & Design

Service Redesign & Continuous Improvement

People Leadership & High-Performing Teams

Stakeholder Engagement & Political Navigation

Executive Advice & Council Reporting

Governance, Accountability & Compliance

Complex Program Delivery & Reform

Community-Centred Service Systems

Innovation & Cultural Change Leadership

PROFESSIONAL EXPERIENCE

Mornington Peninsula Shire Council  |  Service Improvement & ReDesign Lead  |  2025 – Present

• Lead service redesign and improvement initiatives across community-facing functions, with direct focus on how services are experienced by residents  examining touchpoints, pain points, accountability gaps and delivery consistency.
• Partner with service leaders to diagnose root causes of service failure, clarify customer-facing accountabilities, and design practical improvements that deliver measurable outcomes.
• Develop governance structures, success measures and monitoring frameworks to support consistent, defensible service delivery aligned to community and regulatory expectations.
• Prepare executive-quality analysis, advice and documentation to support informed decision-making by senior leaders and the broader Leadership Team.
• Work across multiple business units to strengthen service quality, documentation and continuous improvement culture  driving alignment between community need and operational delivery.
• Build trusted relationships across the organisation, influencing at all levels to embed a customer-centred mindset and accountability-focused service culture.

Impact: Improved service clarity, accountability structures and customer-facing consistency across multiple community service areas within the Shire.

The Domino Effect Consulting  |  Decision Partner & Business Capability Strategist  |  Aug 2017 – 2026

• Provided strategic advisory services to government, education, health and community service organisations focused on service delivery reform, customer experience improvement and organisational accountability.
• Designed and implemented service models, operating frameworks and performance structures that improved the consistency and quality of customer-facing delivery.
• Led capability-building programs for leaders and managers focused on service effectiveness, customer outcomes, decision quality and team performance.
• Advised executives on complex service and organisational challenges  providing structured analysis, clear recommendations and implementation support.
• Worked within politically sensitive and community-facing environments requiring careful stakeholder management, discretion and nuanced communication.

Impact: Improved service delivery consistency, customer outcomes and leadership capability across diverse regulated environments.

Pentana Solutions  |  Manager, Project Management Office (Global Portfolio)  |  2022 – 2024

• Led a high-performing team of 15 project professionals across international markets, with full accountability for team performance, development and delivery outcomes.
• Established clear performance expectations, conducted structured performance conversations, provided timely feedback and created development pathways for team members.
• Held executive accountability for governance, risk and reporting across 270+ concurrent client-facing projects  maintaining quality, accountability and customer confidence at scale.
• Developed consolidated reporting and dashboards to provide senior leadership with clear, actionable insights into portfolio performance and client outcomes.

Impact: Strengthened team capability, improved delivery discipline and maintained high levels of client satisfaction across a complex global portfolio.

Department of Education & Training (DET)  |  Senior Program Officer  Higher Education & Skills  |  2021 – 2022

• Led governance and delivery of a $13 million workforce program in a high-scrutiny, community-facing environment with significant accountability to government and the public.
• Prepared high-quality briefings, analysis and reports for executive and ministerial audiences — demonstrating the ability to distil complex information for senior decision-makers.
• Managed relationships with education providers, industry bodies and government stakeholders across competing priorities and high-stakes delivery expectations.

Impact: Strengthened accountability, transparency and stakeholder confidence in a major public-facing workforce investment.

Kangan Institute  |  Project Manager  Youth Justice Education & Workforce Pathways  |  May 2022 – Oct 2022

• Led service delivery within a complex, regulated custodial environment ensuring community-facing obligations, compliance requirements and learner outcomes were met.
• Built productive partnerships with Corrections Victoria, Apprenticeships Victoria, prison operators and community organisations to support integrated service delivery.
• Maintained governance, audit readiness and quality assurance across a multi-stakeholder, high-risk service environment.

Impact: Improved delivery discipline and supported clearer community and individual outcomes in a high-complexity service context.

Department of Jobs, Precincts & Regions (DJPR)  |  Senior Policy Officer  Seasonal Workforce Program  |  Contract 2021

• Supported whole-of-government program delivery in a fast-paced, high-scrutiny environment contributing to planning, governance and stakeholder coordination.
• Managed relationships across agencies and regional stakeholders to support timely, community-aligned program delivery.

Services Australia (Centrelink)  |  Operational Leader / Program Coordinator including Prison Liaison Officer  |  2000 – 2017

• Led progressively responsible community-facing service delivery roles across 17 years in a large, complex, regulated federal government environment.
• Delivered specialist community services within justice and corrections settings  managing sensitive, high-risk interactions with individuals experiencing significant disadvantage.
• Chaired a multi-agency Community Services Committee, coordinating across Corrections Victoria, health providers, community organisations and local MPs to improve service outcomes.
• Managed high-volume service operations with a consistent focus on customer experience quality, compliance and accountability.

Impact: Delivered consistent, community-centred services at scale in one of Australia's most complex public service environments.

GOVERNANCE & ADVISORY ROLES

• Former Board Director:  Small Business Mentoring Service (SBMS)
• SBMS Business Mentor & Business Awards Judge (current)
• Invited Keynote Speaker : International Institute of Business Analysis (IIBA®)

EDUCATION & PROFESSIONAL MEMBERSHIPS

Graduate Certificate in Business Administration   Swinburne University of Technology (2025)

Member  International Institute of Business Analysis (IIBA®)

Member  Project Management Institute (PMI)

Certified Xero Advisor

SYSTEMS & ENVIRONMENTS

Microsoft 365 (Word, Excel, PowerPoint, SharePoint, Power BI)  |  ServiceNow, Workday, Oracle, Salesforce, MAX

Experienced in structured governance, compliance and records-managed environments across local, state and Commonwealth government.

Qualifications:

• Diploma of Professional Coaching
• Certificate IV Training & Assessor
• Certified Extended Disc Consultant
• Certificate IV Business - Communication and Self Management
• Double Diploma Project Management and Leadership Management
• Project Management
• Certified International Facilitator
• Negotiation and Crisis Intervention
• Conflict Resolution
• Graduate Certificate business Administration
• XERO Certified