Jun 2022 – Dec 2022 · 6 mos

• Achievements:
• Selected from hundreds of company-wide applicants for a cohort of five
• Coached directly by Scott Cook, Intuit founder, and Sara Katz, Director of Innovation
• Delivered strategic analysis on >$1B opportunity areas in 6 months
• One of five designers selected globally for Intuit's New Business Discovery team — a rotation focused on finding the company's next significant growth opportunity.
• Working at that scale taught me something that shapes how I lead design today: differentiated competitive advantage is elusive, and the only way to find it is to spend more time testing hypotheses and understanding behaviour than designing solutions. Most teams get that ratio backwards.

Oct 2021 – Sep 2024 · 2 yrs 11 mos

• Achievements:
• FY24 42% new user growth for Year End Review in QuickBooks Online
• Delivered customer-backed 3yr design vision and prioritised product roadmap
• Established a continuous discovery and benchmarking usability program
• > Upskilling designers to lead their own research
• Pioneered an Intuit-first global experimentation training program, avg NPS 80
• Wizard of Oz'd a voice-activated invoicing tool for small business owners at a company hackathon
• > testing behaviour change before writing a line of code
• Led Gen AI feature discovery to proof of concept stage
• At Intuit I saw up close what happens when strong design work loses its narrative. When the connection between design decisions, behaviour change, and business outcomes isn't made explicit, the work becomes invisible — regardless of its quality. The room moves on without you.
• That sharpened how I think about design leadership. It's not enough to do good work. You have to make the impact legible, in the language of the people who fund and evaluate it.
• Everything I built at Intuit was oriented around closing that gap. A continuous testing program so decisions were grounded in real behaviour. A benchmarking program so impact was measurable over time. A training program that didn't just teach designers the theory of outcome-led design but made them practice it until it became instinct.

May 2019 – Oct 2021 · 2 yrs 5 mos

• Achievements:
• Led discovery that redirected e-invoicing from an immediate Australian launch to a staged global approach — recommending prioritisation of markets with established e-invoicing infrastructure before entering AU
• Delivered a service design blueprint for the AU market improving both user and employee experience
• Built out discovery capacity by bringing on a researcher as demand scaled, moving from senior IC to player-coach
• This role is where I learned what research is actually for. Not findings decks. Not insight repositories. Not empathy maps on a wall. Research that changes what a business decides to do next — that's the standard I've worked to ever since.
• The e-invoicing project is the clearest example. Discovery work revealed that the Australian market wasn't ready, and that a staged approach — learning from markets where e-invoicing was already established — would reduce risk and improve the eventual AU launch. The recommendation wasn't "here's what users want." It was "here's where to place the bet and why, and here's the sequence that gives us the best chance of getting it right."
• I started this role as a senior IC with strategic reach across product, marketing, and strategy teams. As the work scaled I brought on a researcher and shifted into a player-coach model — still doing the work, but building the capability around me at the same time.

Oct 2017 – Apr 2019 · 1 yr 6 mos · On-site

• Achievements:
• Led a 6-person UX research team serving 20 squads across the CommBank digital division
• Delivered generative research that shaped the award-winning Benefits Finder feature
• > 1.1m users, 230,000 claims
• Researched user acceptance of voice-led experiences using prototype testing with Google Home devices — one of the earliest explorations of conversational UI behaviour at the bank
• Established a best-in-class accessibility testing program
• Introduced implicit association testing to measure brand-experience alignment in the CommBank App - a methodology new to the bank that gave digital designers evidence to close the gap between brand perception and in-app experience
• Panelist, AMSRS National Conference 2019 — "The pros and cons of stakeholders doing their own research"
• The title says Senior UX Researcher. The reality was closer to building and running a research function from the ground up.
• Six researchers. Twenty squads. A mandate to make sure design decisions across CBA's digital division were grounded in real customer behaviour rather than assumption.
• The work that sticks with me most is the implicit association study. CBA's brand and digital teams sat in completely separate business units — a structural reality that quietly eroded cohesion for customers. The app felt slightly disconnected from the brand they knew everywhere else. We used implicit testing to make that gap measurable, giving the design team the evidence they needed to close it deliberately rather than hope it resolved itself.
• That's the problem with silos. The customer experiences the whole thing. The organisation only sees its part.

May 2017 – Oct 2017 · 5 mos · Greater Sydney Area · On-site

• Achievement:
• Delivered a 4-month strategic branding project to BankWest C-suite
• Led a team of 8 qualitative researchers to deliver actionable insights to clients across financial services, retail, and technology. The BankWest engagement involved strategic brand research presented directly to executive leadership, an early lesson in what it takes to make research land at the top of an organisation.

Nov 2010 – Mar 2017 · 6 yrs 4 mos · Sydney

• Achievements:
• 12-month embedded Insights & Research Consultant engagement with AMP
• 3-month Consumer Insights Planner engagement with Pernod Ricard
• Delivered research and strategy independently for blue-chip clients across financial services, FMCG, fashion and beverages
• Before moving into enterprise design leadership, I ran my own research and strategy consultancy for six years — independently scoping, delivering and presenting qual and quant research projects to marketing, product and leadership teams across some of Australia's most recognised brands.
• This is where I learned to work without a safety net. No team to delegate to, no institution to borrow credibility from. Just the quality of the thinking and whether it changed what clients decided to do next.
• I'm rebuilding this now — coaching and consulting alongside my role at CommBank, helping senior designers develop the strategic influence and decision quality that makes their work impossible to ignore.

Sep 2006 – Nov 2010 · 4 yrs 2 mos · Sydney, New South Wales, Australia · On-site

• Achievements:
• Promoted 3x in 4yrs to Consultant
• Rookie of the Year nomination at parent company awards
• Delivered research and consultancy for a new product launch in China
• Developed a specialism in brand strategy and positioning research which took me to China, to launch a new contraceptive pill; Japan, to develop new canned coffee flavours using a customer co-creation methodology; and the Philippines to research allergy medication.