Hello

user experience. customer experience. service design. strategy. human-centred design. passionate. meticulous. curious. confident. energetic.
problem solver. focused.

A bit about me

I have in-depth knowledge of customer experience research methods, a proven track record leading high-performing multi-disciplinary teams, and bring a commercially focused approach. I have successfully led customer experience teams in London and Sydney.

I am passionate about tackling complex systems and problem-solving, seeking to approach these in innovative and meaningful ways utilising customer behaviour research, insights, business acumen and data.

I advocate human-centred design principles and believe in placing the customer at the centre of the design process, committing to exploring and validating ideas, and ensuring decisions are evidence-based and that drive revenue.

I bring vast experience successfully leading in-house and remote teams. This experience includes a strong track record establishing successful multi-disciplinary, high-performing teams, bringing energy, passion, and craft values, setting clear visions and goals and maximising focus on the 'why' that leads to world-beating products and services... and teams. 

I have a duty of care for the people I lead. I look to thought leaders such as Ian Spalter, Aaron Walters, and Simon Sinek, who always clearly understand what a true leader should be. Mentoring is crucial to me as I love seeing people progress in their careers.

I have expertise in immersive research techniques that combine comprehensive knowledge of customer experience methods and tools that genuinely identify and unlock critical customer problems that deliver deep insights. I also have in-depth experience with experimental approaches that enable success from mobilisation to launch and beyond.

Two significant customer experience leadership roles include the digital transformation space for two of Australia's iconic brands, Optus and Qantas. 

Commercial successes include:

• Launched News Digital's self-service advertising platform, NewsAdds, an Australian first.

• Early customer experience strategy and research work being instrumental in FoxSports streaming platform service Kayo Sports.

• Toyota.com.au achieved the highest global usability score by Forrester Research.

I seek to stay curious and challenge myself to get better at what I do as I have a growth mindset and currently studying Generative Artificial Intelligence to maintain a leading edge in my field.

Away from the Mac, pen and paper, I am a bit of a sneakerhead and enjoy documentaries, comedy, football (that's soccer to you Aussies), single malt whisky and hitting the gym to blow off some steam.