Jun 2023 – Present · 2 yrs 11 mos · Collingwood, Victoria, Australia · Hybrid

• As a seasoned leader with over 35 years of experience, I have honed my business acumen across various domains such as sales management, training, distribution, strategy, brand development, marketing, and operations. Over the past 15 years, my focus has been towards refining my expertise in Design Thinking within professional practice and design leadership roles.
• My passion lies in translating the relevance of design methodologies and mindset into tangible business value and outcomes that contribute to a better society for all.
• Some scenarios where I will add value -
• 1. Propose, Develop, and Deliver Human-Centred Solutions to business problems
• 2. Expert Input and Presentation for Business Cases/Client Pitches
• 3. Engage Senior Stakeholders in Translating Design to Business Value
• 4. 'Clone'/'Shadow' Design Director for Strategic Idea Execution
• 5. Lead Large Design Projects with Senior Stakeholder Management
• 6. Coaching for Design Teams and Leaders
• Open to Flexible Part-Time and Short-Term Contracts.
• Jury member (2023, 2025) & Jury Lead (2024) Victorian Premier's Design Awards Service Design Category.
• "The Awards are judged by an eminent jury of national and international design, architecture and business experts. Jury members are selected based on their industry experience and specific area of expertise in the design disciplines represented in the Awards."

Dec 2022 – Present · 3 yrs 5 mos · Fitzroy, Victoria, Australia · On-site

• Supporting the creation and delivery of the 'Grouse Melbourne' experience for this fabulous new bar at 171 Smith St Fitzroy (opposite Coles). Quintessentially Melbourne, Grouse is a retro-modern bar/cafeteria with occasional entertainment and incidental joy. We welcome all grouse people.
• https://www.grousemelbourne.com.au/

Aug 2022 – Dec 2022 · 4 mos · Melbourne, Victoria, Australia · On-site

• Strategy advisor to develop the value proposition of articulating the link between HR tech implementation and employee experience design.
• Deloitte Human Capital blends technology with the human experience to inspire creativity, build connections and create meaningful work. When done right, work is the key to unlocking the incredible power of people and helping your organisation thrive.

Dec 2019 – Jul 2022 · 2 yrs 7 mos · The University of Melbourne, Victoria Australia

• Experts in the Practices of Service and UX Design and Lean SixSigma applying our expertise to improve the services experiences of students, staff, academia and the whole University of Melbourne community.
• We apply problem solving and human-centred mindsets and methods to design, improve and create service experiences that meet the needs of the whole university community (now and in the future).
• Highlights -
• Creation of a blended team of service design, UX and process improvement in a new framework of human-centred business improvement including initiating the Uni's first UX practice.
• Led the creation and implementation of the university-wide Benefits Practice for all Cap-ex and Op-ex investments
• Led significant improvements in Service Experience, Access & Management for newly created shared services delivering - significant improvements to self-serve via intranet, new frameworks for Service Providers to identify users' needs and create a service culture.
• Member of Diversity & Inclusion Executive Sub-Committee as representative for Chief Operating Officer (COO).

Sep 2019 – Dec 2019 · 3 mos · Level 21/360 Elizabeth St, Melbourne VIC 3000

• Consulting with MMSG to introduce HCD mindset and methods, design a key service as a digital product and establish the inaugural CX team.
• Key deliverables included developing CX principles aligned to brand strategy, projects to deliver a key Novated Lease Quote customer interaction from email to online, and collaborating with frontline executives on a distribution channel review.
• Consulted to enable the business to recruit a suitable ongoing permanent Head of CX.

Jun 2019 – Jun 2020 · 1 yr · Greater Melbourne Area

• Mentor to startups in Startup Boot Camp Melbourne, specialising in service design, human-centred design for Fintech

Jun 2019 – Dec 2019 · 6 mos · Melbourne, Australia

• Volunteering with STREAT co-facilitating and assisting organising a Design Relay experiment as framework for future volunteering. Output for current relay - ‘Siptember’ campaign to reduce the use of disposable cups. Working with the talented Fiona Meighan, Design & Innovation STREAT

May 2018 – Apr 2019 · 11 mos · Greater Melbourne Area

• I led Today's Service Design Practice, nurturing, supporting and guiding Service Designers to deliver great projects that brought about meaningful change. Today is a strategic design agency and one of Australia's first B-Corps, taking the United Nations Sustainable Development Goals as it's compass.
• Today is committed to solving complex problems, creating a positive impact for an inclusive society and environment. They integrate design and technology, using human-centred design mindset, tools and methods to imagine and build better futures. They specialise in deeply understanding society's most vulnerable and under-served, so that we can design for all.
• Key achievements -
• Mentored and coached Service Design Team to regain stability after absent leadership, lifting performance of individuals and the team overall
• expert level of people leadership, lifting the agency overall
• introduced a service design role matrix to guide coaching and development
• instigated rigour in resource planning, allocation and management
• drove collaboration across disciplines across agency, cross-mentoring individuals
• excellent client management, including client mentoring
• directed or worked on and delivered 30 large and small service design projects at Today to successful client outcomes including delivery of a CX Vision, Principles and Strategy, insight assets, strategic roadmaps.
• member of 'Brains Trust' panel alongside Today's two founders to guide and mentor projects across the company
• invited by Australian EOHR Commissioner to participate in a small reference group on Human Rights in Technology

Dec 2017 – Apr 2018 · 4 mos

• A period of reflection, discovery and refocus. Discovery, research and design for determining what unmet needs were in the market that my skills/values/potential could meet.

Jul 2016 – May 2017 · 10 mos

• Chair of Pride@NAB committee, which is focussed on celebrating the diversity and inclusion of the LBGTIQ employee community at NAB. Major activities of Pride include sponsorship of Midsumma Festival and year long events. During my time as Chair I led the committee to refresh the strategy and onboard new, more diverse, committee members.

Apr 2015 – Dec 2017 · 2 yrs 8 mos

• I created the NAB human-centred design practice, engaging people who want to have a profound impact and leave a legacy through the work that they do. Taking innovation and design seriously, with CEO support and human-centred design driving our business decisions, design methods have become core to NAB's largest transformation programs.
• Achievements -
• Merged the central design practice and cadence within agile Innovation NAB Labs, and Customer Journey Transformation initiative, attracting talent and growing team to 60+, and then managing the combined design team of 100+
• NAB Labs Leadership Team member, driving the future of banking using ethnographic research methods, rapid prototyping and insight-led experimentation. delivering 30 experiments annually
• development of designer supply strategies to meet growing demand in enterprise
• Inspiring, leading and bringing a vision for human-centred design mindset and methods to life across the enterprise.
• Thought leader in brand strategy and culture forums, bringing the customer to all that we do, including membership of NAB Enterprise Culture working group to develop the enterprise values.
• Developed and maintained customer experience design standards across all of NAB's products, places & services
• Designed and delivered design capability masterclasses, workshops and immersion sessions across the enterprise, including sessions of up to 200 senior leadership managers
• Working in our innovation area, NAB Labs, as well as throughout the business, our team was all about inspiring, leading, and bringing a vision for customer-centred design. We worked with customers and the business, to find answers to tricky questions about people and their relationship to their money, and the financial consequences of the things that happen in their lives.

Jan 2011 – Mar 2015 · 4 yrs 2 mos

• Led the business in a customer-centred approach that helped solve business challenges and deliver better (sustainable) business outcomes. Focussed on customer-centred design of products (in the broadest sense) and service design.
• Achievements -
• Created a framework for building consistent customer experiences (across all products, channels and segments) anchored in the enterprise architecture through business services. This Target Customer Experience design tool was used for the technology platform replacement program (NextGen), product development and change management, journey mapping across the enterprise.
• Design and delivery of design capability masterclasses, workshops and immersion sessions predominantly for product managers.
• Designed and delivered a prototype of the referral program to help NAB employees in non-customer facing roles manage complaints, compliments and ‘how do I’ questions from friends, family and strangers
• Developed and managed the program to give non-customer facing employees the opportunity to work at front line of business (branches, Call centre) to create insight, empathy, and understanding of their individual impact on delivering our promise to customers
• Applying design and usability principles to innovate in retail store/branch design, testing a prototype design with customers and in live environments.
• Initiated dedicated design effort to supporting Accessibility Action Plan, coaching graduates placed in the team on key goals to create inclusively designed products using design methods.
• Awarded ‘Blue Behaviour Gate’ for exceptional behaviour

Jan 2008 – Jan 2011 · 3 yrs

• Purpose of role was to lead the vision of creating a customer centric organisation. I started the inaugural human-centred design team.
• Working across the enterprise and driving accountability for customer in product, project and change management, innovation in retail store design, usability and accessibility expertise, and using tools such as customer journey mapping.
• Achievements
• introduced human-centred design methods to NAB’s customer experience & created the first design practice at NAB
• implemented a Customer-centric Communications Strategy - project targeted at improving the written communications for customers – created a catalogue of customer letters which had not previously existed, created guidelines for writing ‘on-brand’ letters and emails, created the ability for customers to view their letters through Internet Banking.
• Creating a customer impact assessment process applied to major projects in Personal Bank as part of funding submission requirements. Embedded in project management and change methodologies.
• Created customer experience design principles to guide design and decision making for personal and business customers, aligned to customer value propositions.

Apr 2007 – Aug 2008 · 1 yr 4 mos

• Purpose of role was to participate in development of strategic direction and performance of Retail operations. Exploration and identification of business opportunities and growth initiatives in consultation with business unit representatives, particularly GM Retail Bank. Contribution to continuous improvement for key business issues for Retail Bank.
• Achievements
• Strategic review of Sales Culture which has formed basis of roadmap for Retail Financial Services Sales Development business planning 2007/08. Instigation of work to define the Retail Customer Experience as it informs Retail’s stated strategic desire to differentiate in the market on customer experience.
• Creation of cultural change/training program – Customer Experience Immersion Program – designed to immerse employees in the experience of being a customer at NAB. Rolled out from Executive level down, personally facilitating over 35 programs with over 350 participants in 12 months before establishing a formal curriculum Australia-wide in the organisation’s training function (The Academy).
• Creation of the first Customer Experience Council in May 2008.
• Awarded ‘Blue Behaviour Gate’ for exceptional behaviour.
• Australian Region Organising Committee Chairperson for NAB International Women’s Day 2008. Involved coordinating events in the major cities, guest speakers and Executive engagement and involvement. The Australian region achieved over 300 volunteer days and raised more than $35k for a number of organisations including Unifem.

Feb 2005 – Aug 2006 · 1 yr 6 mos · Greater Melbourne Area

• Purpose of role was to manage the development of the value proposition to Retail Bank customers across all products and channels. To be the central point of contact for all personal CVP matters especially the ‘voice of the customer’ for the Retail business. Translate the brand values into the Retail branded customer experience.
• Achievements -
• ‘Customer’ workstream Lead for Retail Horizons (Retail Truly Competitive strategy)
• Design of branded Retail Customer Experience as delivered through the prototype i-store and the first full concept store (Victoria Point Qld) which was the first open plan branch in Australia.
• Responsible for consistently bringing all Concept Store stakeholders back to core customer principles in a challenging operating environment.
• Development of the ‘What is it you want’ brochure set to replace Life Event Guides – used to assist
• frontline staff to have meaningful conversations driven by customer insight and needs.
• Ran major workshop process for enterprise marketing stakeholders to develop an insight led
• approach to the calendar planning process.
• Night of Nights award for “unwavering commitment” to a customer-centric approach, business conduct and professionalism

Jan 2004 – Feb 2005 · 1 yr 1 mo · Greater Melbourne Area

• Purpose of role was to develop and implement segment based strategic and operational value propositions for adults aged 30-45 years old (the ‘thirtysomething’ segment). Co-ordinate, develop and deliver the proposition end to end - from strategy to annual marketing plan, campaign management and supporting initiatives.
• Achievements included -
• Delivering the largest annual marketing spend for the Retail business – the Spring Home Loan campaign. Titled the ‘What if' campaign, it used key customer insights for the target market to deliver to a clear customer home loan need (for flexibility). Collateral reflected customers’ spoken and unspoken concerns about buying a home. Campaign outcome was over target (1.3 times system growth, drawdowns $2,711m against target of $426m) and under budget ($2.75m against budget of $3m). The campaign design instigated the creation of the ‘home loan holiday’ product feature and set the precedent for employee communication strategy including campaign page templates on the intranet.
• Initiated Home Loan segment dedicated content page on nab.com.au (First Home Buyers, Renovators/Upgraders, Investors).

Jan 2003 – Jan 2004 · 1 yr · Greater Melbourne Area

• Purpose of role was to develop the strategic direction for key Personal Financial Services channels, ensuring we leverage them for optimal performance and customer experience.
• Key Achievements included tactical review of the Relationship Banker model. The 3 key recommendations informed creation of the pilot of Personal Direct (online personal bankers) and portfolio sub-segmentation based on profit/income.