Fiona Hayes-St Clair is a Sydney-based Partner with Strategy& and a member of the firm’s Operations practice. Her areas of expertise include customer centric strategy and operational delivery for financial services and social service delivery organizations.
Ms. St Clair leads Strategy&’s customer experience and service operations capability in the region and has 10 years of consulting experience with Strategy&, working primarily for insurance, banking, wealth management and civil government clients in Australia, South East Asia, Europe and Africa.
She has a broad range of experience designing customer-led sales and service models; customer-centered product and value proposition design; delivering distribution and channel optimization strategies; and aligning operating models to deliver customer – and organizational – value.
Ms. St Clair’s thought leadership in customer-centric product, service, and channel strategies is also recognized on the speaking circuit—she is regularly asked to speak at client meetings and leadership conferences on this topic. She is the co-author of “Making Customer Centricity Pay in Good Times and Bad: Lessons from Ten Leading Companies.”
Ms. St Clair joined Strategy& as a consultant in 2000 after graduating from the University of Sydney, Australia, with a double degree in Chemical Engineering and Commerce. She earned her MBA from the Said Business School at Oxford University and subsequently spent three years in the London office before rejoining the Sydney office in late 2007.