Speakers

Yvette Mihelic is a renowned Customer Experience, Stakeholder, Communications and Operations senior executive whose career spans multiple sectors, including transport, infrastructure, utilities, government, technology, and professional services. Recognised for her strategic vision and ability to turn complex challenges into meaningful organisational progress, Yvette has built a reputation for leading high-performing, highly inclusive teams that deliver measurable impact for customers, stakeholders, and communities.

Across more than two decades, Yvette has held senior leadership roles driving transformation in operational environments, large-scale service organisations, and customer-centric programs. Her leadership philosophy is grounded in the belief that diversity and inclusion are not only ethical imperatives but key drivers of innovation, resilience, and long-term organisational success. She is known for creating team cultures where people feel valued, heard, and empowered to do their best work—an approach that has consistently delivered improvements in service quality, customer satisfaction, staff engagement, and organisational performance.

Yvette’s breadth of experience positions her uniquely across the built environment, public services, and commercial sectors. She has successfully led multidisciplinary teams across operations, service delivery, customer experience, technology, safety, and strategic transformation. Her work has included end-to-end leadership of complex service portfolios, embedding human-centred design practices, implementing innovative digital solutions, and shaping customer-driven policy and strategy.

A long-standing advocate for professional excellence, Yvette is also a Certified Customer Experience Professional (CCXP). She is widely regarded for her ability to bridge the gap between strategy and execution, and for her talent in bringing together diverse perspectives to co-create sustainable, people-centred outcomes.