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Wednesday, 29 August 2018
New CEO for YMCA NSW

After a thorough executive search, YMCA NSW has appointed a new CEO to lead the organisation into its next exciting chapter.

Susannah Le Bron brings with her more than 18 years of senior leadership experience including strategy development, operations and customer service delivery and innovation.

Currently with Transport NSW as Executive Director Customer Service, she is responsible for the leadership and accountability of 2,431 frontline customer service representatives across 178 stations and the experiences of more than one million travellers each day.

Susannah firmly believes the customer should always be placed at the centre. Through research and benchmarking techniques, she developed a customer experience model that increased the customer satisfaction of Sydney Trains from 78 per cent to 90 per cent. For her outstanding achievements, including a stint as Sydney Trains CEO, Susannah last month received the prestigious Top 50 Most Influencing Women in the Public Sector award.

Prior to joining Sydney Trains, Susannah was at the helm of large teams in the airline industry including at Etihad Airways, where she was based in Abu Dhabi, United Arab Emirates, as Senior Manager Ground Support.

For almost 15 years Susannah held senior managerial roles at QANTAS including introducing innovations in customer service, relationship management and program transformation.

Susannah is well placed to drive YMCA’s belief in the power of inspired young people. She is passionate about young people and recently developed a business model she is trialling with educational specialists to help prepare students for post-school life.

Susannah commences as CEO on 3 September. In the meantime, Lisa Giacomelli will continue to successfully steer the ship and provide support to Susannah during her transition into the role.