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Resume

Work
Experience

May 2023 - Present

Service Design Lead (Optus)

Led end-to-end service design across Consumer and Enterprise businesses at Optus, working within cross-functional Agile teams to design and deliver future-state employee and customer experiences. Highlights include leading research and design for a multi-phase enterprise technology transformation program, translating 50+ stakeholder interviews into business requirements that reduced service provisioning costs from $1,025 to $40, and leading customer journey design for an enterprise portal CX uplift, taking the work from research through to production.

Sep 2022 - May 2023

Service Design Lead (Westpac)

Led and managed a team of six at Westpac, scoping and overseeing delivery of customer improvement initiatives across the Consumer division. Built team processes and coached designers on research, facilitation and stakeholder management, while partnering with senior and executive stakeholders to align priorities with business goals and foster a collaborative, customer-centred culture.

Sep 2015 - 
Sep 2022

Service Design Manager (CEC)

As a consultant at The Customer Experience Company, led end-to-end service design engagements from discovery through implementation across financial services, government, healthcare and not-for-profit sectors. Highlights include leading a capability assessment and culture change program for the Australian Digital Health Agency across 15-20 teams in three cities, and leading the design and delivery of an online onboarding solution for small business owners that reduced setup time from up to 18 months to 90 days. Sold over $600,000 in projects, partnering directly with senior client stakeholders to scope and structure engagements.

Education

2019

Agile Project Management Certification | PM Partners 

2015

User Experience Design Immersive | General Assembly 

2011

Bachelor of Applied Finance | Macquarie University

2009

Bachelor of Business Administration | Macquarie University

Skills
& Expertise

Research & discovery 

  • Problem definition

  • Journey mapping

  • Ethnographic & quantitative research 

  • Blueprinting

  • Concept & usability testing

  • Personas & archetypes

Leadership & delivery     

  • Stakeholder engagement

  • Workshop planning & facilitation

  • Agile Project Management (certified)

  • Pipeline & initiative scoping

  • Team mentorship & coaching

Tools            

  • Figma & Figjam

  • Miro

  • Adobe suite

  • Dovetail

  • Optimal Workshop

  • AI assisted research and synthesis 
     

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