Application · Digital Enablement Lead · Pulse Energy

Hi Pulse — I'm Rahul.
Ready to help power what's next.

10+ years building self-service, automation, and AI-enabled customer experiences at IAG, Global Dairy Trade and beyond. This page is my case for the Digital Enablement Lead role — mapped, measured, and made to match.

Read the case →Let's talk
10+ yrs
Digital CX & product
−75%
Handling time, automated claims
100% NZ
Auckland-based, ready to start

The brief × the match

Your role, line by line. My evidence, side by side.

Requirements matched1/8
Evidence #1

At IAG, led the digital claims platform across AU & NZ — owning self-service lodgement, automation workflows, and the move from voice to digital channels.

15%
of all claims shifted voice → digital

By the numbers

Shipped outcomes — not slideware.

Measurable wins from the last few years across digital enablement, automation and AI — each tied back to a Pulse Energy job-spec line. Hover any chart for the detail.

−75%
Handling time

On automatable claim events after RTDE went live.

+15%
Voice → digital

Share of total claims shifted to self-service channels.

+7%
Online submissions

Lift from the optimisation value stream on the claim form.

+3%
SME revenue

Uplift attributable to the internal SME leads platform.

Real Time Decision Engine

Handling time on automatable claim events, before vs after launch (IAG).

Automation

Automation coverage over time

Share of in-scope claim events resolved by automation vs manual handling.

AI · workflow

Voice → digital channel mix

Share of claims via digital self-service after lodgement work (IAG).

Self-service

Contact deflection funnel

Where customer contacts land after KB, automation and routing.

KB · self-service

Online submissions, optimised

+7% lift across the optimisation value stream on the claim form.

Optimisation

SME cross-sell uplift

Revenue uplift attributable to the internal SME leads platform.

Business case

Customer journey

How I'd reduce effort, improve resolution, and drive adoption.

Click any stage of the journey. Each one shows the customer's pain, the intervention I'd lead, the tactics, and the outcome — grounded in work I've actually shipped.

01 · Discover

Customer realises they need help

"I just want a quick answer — I don't want to call, log in, or wait."
— the customer
Where it breaks

Vague entry points, generic search, and a contact-us page that funnels to phone.

What I'd do

Front-door the help experience: intent-led search, clear top tasks, and a smart self-service prompt before any form.

Tactics
Intent-led KB taxonomyTop-task surfacingConversational triageChannel suggestion (chat / form / call)
Outcomes
Reduce effort
Fewer clicks to first useful answer
Improve resolution
More queries resolved without a human
Drive adoption
Self-service becomes the obvious first step
Proof I've done this

KB ownership at IAG — taxonomy + analytics built for deflection.

1 / 5

Career pulse

Each role, a beat on the same line.

  • Aug 2023 – Present
    Product Development Manager
    Global Dairy Trade
    • Leading a modular platform for one of the world's largest commodity trading ecosystems
    • Embedding evidence-based discovery into delivery across a complex multi-sided marketplace
  • May 2022 – Jul 2023
    Digital Product Manager
    Agency / Consulting
    • Facilitated discovery sprints to ship new digital products for clients
    • Best practice for product discovery & development across teams
  • Oct 2020 – May 2022
    Digital Product Manager
    IAG Group Tech & Ops
    • Owned digital claims vision & roadmap for direct brands AU & NZ
    • Shipped the Real Time Decision Engine — 75% reduction in handling time
  • Oct 2017 – Oct 2020
    Digital Product Manager
    IAG NZ
    • Integrated digital claim lodgement; +7% submissions via optimisation
    • Co-authored IAG's 3–5yr digital transformation with McKinsey
    • Ran IAG's first Digital Hack-Week
  • Aug 2013 – Sep 2015
    Digital Asset Manager
    IAG
    • Owned customer-facing assets: websites, KB, web chat, Oracle Service Cloud
    • Critical role in moving renewals & payments to digital

Toolbelt

Your stack, honestly mapped.

Green dots are platforms or capabilities I've shipped on directly. Amber dots are adjacent — same problem space, transferable on day one.

Conversational AI
POC + production work on automated decision flows
IVR & voice → digital
Led shift from voice channels to self-service at IAG
Workflow automation
Real Time Decision Engine, KB workflows
Oracle Service Cloud
Master administrator at IAG
Web chat / live support
Shipped web chat on IAG retail brands
Knowledge base ops
Owned KB taxonomy + self-service optimisation
UX & journey design
Worked daily with CX designers + researchers
Analytics-led optimisation
Optimisation value stream, CSAT/adoption reporting
Zendesk
Adjacent — same problem space as Oracle Service Cloud
Salesforce Experience Cloud
Worked alongside Salesforce-based CX teams
Genesys Cloud
Adjacent contact-centre platform experience
Freshdesk / Intercom
Familiar — same SaaS support pattern
Direct experience Adjacent / transferable

Skills × requirements

Every requirement, mapped to the skills behind it.

Pick a requirement from the Pulse brief. The matrix shows the specific skills I've used to deliver it — green dots for direct experience, amber for adjacent.

Pulse requirement

Own and optimise self-service platforms, automation & IVR

Owned the digital claims platform end-to-end at IAG — moving customers from voice/IVR to self-service across AU & NZ.

Skills applied
Self-service platformsIVR → digital migrationWorkflow automationOracle Service CloudGenesys Cloud
15% of all claims shifted voice → digital
Direct experience Adjacent / transferable

Why Pulse

Community-owned, NZ-rooted, and on a mission I actually care about.

I've spent the last decade making the unglamorous bits of customer experience — claim forms, knowledge bases, IVR menus, self-service flows — feel less like friction and more like help arriving on time. That's exactly the brief on this role.

Pulse being 100% community-owned, backing the Highlanders, running Pay it Forward and the community grants — that's the kind of company I want to do my best work for. "Simple, empowering energy experiences" reads like a product principle, not marketing copy, and that's rare.

I'm Auckland-based, comfortable with hands-on delivery, and equally happy in a workshop, a backlog grooming, or a stakeholder steering committee.

If half-price weekends are the front of house, I want to help build the back of house: the self-service, automation and AI-enabled experiences that make those promises easy to keep.

Let's talk

Does this resonate?

Would love to talk through this further with you guys.

Email RahulLinkedIn →

Built as a one-off, by hand, for Pulse Energy.