Jul 2020 – Jul 2022 · 2 yrs

Nov 2019 – Jul 2022 · 2 yrs 8 mos

• Leadership of Communication and Experience Design within the Strategic Development Group.

Mar 2018 – Jul 2022 · 4 yrs 4 mos

Jan 2010 – Oct 2016 · 6 yrs 9 mos

• This role involves managing Design and Research teams within Telstra’s Design Practice. The practice operates as a corporate shared service and helps initiative owners to better strategise, design, deliver and test the experiences they create. As design and test outcomes are sometimes at odds with commercial desires, this requires sophistication in dealing with stakeholders and executive while delivering outcomes in a complex environment. I also lead the delivery of the Design Practice’s strategic road map.
• During previous years my role has been to lead teams, establish new functions (usability testing and associated governance, new design services, and new product / platform focuses), and improve operational performance and integration with product processes. Significantly, I was also responsible for a change program with IT to increase the focus of that group on user experience, usability and advocacy. I have also led the alignment of the team to customer experience imperatives, such as the Net Promoter Score and operational metrics.

Feb 2008 – Jan 2010 · 1 yr 11 mos

• As a User Experience lead, I was responsible for leading virtual teams in the planning and execution of design activities for projects. My focus was the support of business and enterprise projects, with a particular focus on Cloud services.
• Key outcomes
• Provision of User Experience services
• Research and conceptual design of the online environment for cloud services
• Establishment of key vendor relationship for cloud services portal (experience & front end)
• Requirements gathering and analysis of customer needs for the Cloud strategy
• Creation of a vision for online service in the SMB to Large Business segment, including all distributed portal capabilities

Jan 2007 – Nov 2007 · 10 mos

• This role was responsible for leading a team of researchers and designers in the implementation of various customer strategies, materials, information and tools for the new Super Simplification program being run by the ATO, primarily focused on Self Managed Super Funds.
• The role required the ability to strategise and project-manage the work undertaken by my team and liaise with senior executives about corporate priorities. The environment of service delivery within the ATO was a dynamic one, and the types of project undertaken by the design group were only the highest priority or risk projects within the organisation. This meant that we were required to deliver a range of services in high stress environments, within tight deadlines, and act as a cohesive force in dealing with project leads and build teams.

Nov 2003 – Jan 2007 · 3 yrs 2 mos

• The provision of user-centred design services in an internal consulting model. This role included occasional management of the Simulation Centre (purpose built usability laboratory).
• Acitivites included design activities for several enterprise systems including: CRM, case management, work management, information management and accounting systems. Other ad hoc included research and design activities on business processes, paper products, webs.
• Part of my role was to mentor junior staff, create training materials and develop processes and methodologies.

Oct 2002 – Nov 2004 · 2 yrs 1 mo

• Conducted user needs analysis, project management, conceptual design and requirements for a CD based health intervention program (Healthy Steps). Program focused on type II diabetes, podiatry and physical activity.