Jason Lee

My Journey

My career began on the frontline in a contact centre, supporting customers across multiple channels: phone, live chat, messaging, email, and social media platforms. I handled everything from general enquiries to technical troubleshooting and complex complaints. Those early years gave me a firsthand understanding of customer pain points and taught me the value of empathy, communication, and efficient processes.

From there, I transitioned into Knowledge Management, spending many years designing and developing SOPs, work instructions, and knowledge content for both internal teams and external customers. This role sharpened my ability to create clarity, consistency, and scalability, laying the foundation for my passion in process improvement.

I then stepped into a Business Enablement Lead role within the contact centre, where I analysed and generated data and reporting at the individual, team, and group level to uncover drivers of performance, customer complaints, and call volumes. By using these insights, I partnered with leaders to reduce repeat contacts, resolve issues faster, and improve the overall customer experience. This was a pivotal stepping stone that deepened my skills in problem-solving and prepared me for the world of continuous improvement.

Over 18 years with the same organisation, I progressed through multiple promotions into Continuous Improvement and Business Process Management roles, where I led enterprise-wide initiatives to:

• Design and deploy scalable process frameworks.
• Standardise operations and embed governance.
• Reduce costs and accelerate cycle times.
• Improve compliance and regulatory readiness.

Since then, I’ve broadened my career through consulting and contract roles across different industries, including energy and research. These experiences have strengthened my ability to adapt, bring structure to complex environments, and partner with diverse teams to deliver results.

What Drives Me

At the heart of everything I do is a simple belief: processes should be simple and efficient to make things easier, not harder. When done well, they empower people, remove bottlenecks, and create better experiences for customers.

I take a collaborative and practical approach, ensuring people are brought on the journey of change, not pushed into it. By combining real-world frontline experience with continuous learning, I design improvements that last.

Beyond Work

I’m based in Melbourne, one of the world’s most livable cities. Outside of work, I’m a proud father of two, an avid traveller, and a passionate foodie. Many of my best adventures come from discovering new flavours and experiences with my family, whether it’s exploring local hidden gems or venturing further abroad.

I bring the same curiosity I have for discovering new places and flavours into my professional life: always exploring, always learning, and always looking for better ways to connect people, processes, and ideas.