Aaron Leung

Head of Process Improvement and Enablement CoE Telstra

Aaron is passionate about embedding data and AI into business transformation and scaling emerging technologies. He focuses on augmenting traditional structured problem-solving methods with AI-enabled advanced analytics, Lean Six Sigma (LSS) and Human-Centered Design (HCD) to enhance speed to value, ensuring that our solutions are both customer-focused and impactful.

Currently, he lead the Process Improvement and Enablement COE at Telstra. Our COE enables structured problem-solving capabilities through a team of over 200 business improvement specialists, impacting cross-company projects focused on customer experience, compliance, process design, and digitisation solutions. They research best practices, collaborate with industry leaders, and adopt emerging technologies to stay ahead of trends, meet evolving customer needs, and drive sustainable growth.

By utilising data, AI, and process intelligence, we uncover insights that benefit our customers and drive better financial outcomes. They lead a company-wide framework and strategy to advance operational excellence maturity, building a connected process architecture to enable better decisions and foster partnerships across CX, technology, risk, and compliance. They also manage the process intelligence capabilities and critical process data pipeline in Telstra to accelerate value delivery and AI solutions.

Passionate about building diverse and inclusive teams, Aaron has a proven track record in workforce strategy, creating innovative workforce and enablement solutions that develop robust and enduring resources and capabilities.He takes great joy in coaching, mentoring, and driving performance improvements.