David Hughes

David Hughes

Senior Consultant

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David has extensive experience in business leadership and strategy across retail, wholesale and business-to-business; as well as hands-on operations management in service-focused businesses. He has led large-scale business transformations and mergers and acquisitions (M&As), as well as project-based digital and technology implementations that have required support at board and executive level. He has had responsibility for the Asia Pacific region in his roles, developing a strong understanding of the required cultural nuances and driving organisational dynamics. He has a strong focus on customer-centricity and staff engagement and uses this to assist businesses to drive superior customer outcomes and subsequent improvements in profitability.

Influential work

  • Managed the design and implementation of a new organisational structure – from functional to divisional – for a large Australian airline, including the supporting communication and operating style streams
  • Led business implementation of M&As, including organisational design and restructure to realise forecast benefits
  • Led significant transformation and turnarounds in businesses through alignment of strategy, capability and messaging to staff and customers
  • Aligned personalisation with marketing and digital strategy to ensure superior customer outcomes, staff engagement and business transformation while maintaining a world-best net promoter score of 96
  • Served as general manager of customer strategy at a large Australian airline, using alignment of brand and human resources strategy to drive cultural change.

Outside of Nous

Before joining Nous David was the Asia Pacific managing director of a global travel business, and he previously held senior executive roles at Qantas and Helloworld. He currently advises start-ups and is a sought-after speaker on technology and service and their impact on customer interactions and job roles in the service industries of the future. He is also a strong supporter of diversity and chairs a tourism and hospitality industry initiative, Force for Good, which works to increase senior executive opportunities for women.

In his spare time...

David still considers himself new-to-Melbourne and is enjoying exploring it with his family and experiencing major sporting and other events. He likes running and swimming and spending time outside.