Current — Service Designer
@ Department of Agriculture, Fisheries & Forestry

Responsible for leading the implementation of a program wide experience map as a way to align work priorities and demonstrate the value behind connected journeys. Supported strategic program deliverables, as well as service design led guidance and support to other product teams.

2023 — Service Design Lead
@ TPG Telecom

Responsible for establishing and leading a team of service designers focused on:

• improving multi-channel and multi-brand customer experiences.

• embedding service design into strategic programs of work

In addition, establishing service design as a valued function across the business, embedding design ops and improved ways of working within the design team.

2022 — Service Designer
@ Department of Agriculture, Fisheries & Forestry

Responsible for the discovery, design and delivery of API related problem spaces, enabling a digital ecosystem within the export market. Creating a Digital Partnership Framework to onboard and nurture partners, alongside Alpha and Beta releases of multiple API products.

2020 — Principal Service Designer
@ Service NSW

Responsible for leading the service design of multiple strategic initiatives, including:

• NSW Digital Identity program, to design and implement a safe and secure customer centric solution

• Single view of the customer, enabling an omni-channel experience for all government transactions

• Modernisation of the NSW Seniors Card, shifting a legacy transaction to a digital experience

In addition, championing the benefits fo service design, enabling product teams to understand the value of end to end experiences. Establishing and leading a service design chapter, as well as creating a repeatable framework for service blueprints to aid strategic transformation.

2020 — Senior Strategic Designer
@LINK Group

Responsible for customer research and problem validation prior to exploring new and innovative customer propositions. Crafting the customer story, outlining actionable insights and creating a compeling reason for the business to explore new areas of opportunity.

2019 — Head of Experience & Service Design
@ Academy Xi

Responsible for leading and enhancing the end to end student and instructor experience both online and on campus, crafting memorable moments for all involved. Strategically focused on ensuring the Xi product offering aligns to market needs whilst meeting customer expectations, as well as leading the facilitation and mentoring of multiple cohorts of service design students.

Additionally, responsible for managing design-led consulting projects, transforming organisations and embedding capability uplift. Delivered many research backed human centred design programs embedding new customer centric ways of working across organisations.

2018 — Senior Service Designer
@ Transport for NSW

Responsible for leading co-design teams at the Future Transport Digital Accelerator within the Sydney Startup Hub. Utilising Human Centred Design methodology to better understand the current experience and where market opportunity lies. Supporting the startup community to help solve some of Transport for NSW’s biggest problems.

Validated the urgency to improve small freight movements within the Sydney CBD, identifying the behaviours that are causing inefficiencies in the experience and the increasing consumer demand on small freight services.

2017 — Service Design & Strategy Consultant
@ Datacom

Responsible for developing and leading the service design consulting practice for Datacom Connect. Identifying and supporting pre-sales opportunities whilst demonstrating the value add of customer experience design, facilitating workshops and delivering various customer experience artefacts.

Developed and facilitated a one week Sprint with Dell to test a new self-service functionality within their US sales team to drive down their cost to serve.

2014 — Innovation Manager
@ TAL

Responsible for the end to end innovation process with a focus on creating and executing customer led experiences that aligned to the company’s long term strategic goals.

Managed progression of the project from insight through to ideation, development, prototyping and delivery.