Tony Gilbert

Thanks for dropping by. Seeing you took all the trouble of searching for me, I’d like to welcome you to my personal website and tell you a little about myself. I’m based in Brisbane, Queensland, Australia, where I currently lead a customer insights team providing online business intelligence to inform development of a major business facing government information portal. Our goal is to build a world-class website that can be measured in terms of the economic benefit businesses obtain from their online experience with government. My team’s role is to represent the customer in the project team by:

• building a strategic performance management framework for the website by defining and linking key government outcomes to channel business goals, key performance indicators, KPI targets and analytics segments
• baselining and regularly measuring customer satisfaction, task completion, sentiment and perceived value through offline and online customer surveys
• providing insights into customer needs and behaviours (through customer research, web analytics, social media buzz monitoring and user experience testing)
• reporting on website performance (through cross-matching data between multiple sources including web analytics, live data feeds and reports from counter and phone channels)
• building high reliability performance dashboards, so other teams can quickly assess key aspects of the site’s performance and use
• influencing the information architecture of the website, by providing strong analytical and business intelligence data to support key decision makers
• managing and monitoring the search profile of the website through advanced ‘white hat’ search engine optimisation techniques and advanced SEO management tools

If you would like to know more about what I do in this field, please feel free to contact me at tony@tonygilbert.info. I will also be blogging about my experiences over time. My current role builds on the experience gained through a long career based around my core skills as a corporate communicator, writer and editor, and my 15+ years of experience in building successful websites. These roles include:

• Web Manager for two large government departments
• Owner and senior consultant for an online marketing services company
• Communications and marketing director for an enterprise software company
• Editor and senior writer for a metro newspaper’s magazines division
• Editor and media advisor for a key employer organisation

As time permits, I’ll be sharing some of my experiences in these roles through this website. I also provide highly targeted User insight services to a select range of private clients.

Like to become one?

Tony Gilbert