As a consultant for businesses and start-ups, my primary focus is on advocating a human-centred design approach. My responsibilities include building end-to-end customer journeys, conducting customer interviews, managing stakeholders, co-designing, wireframing, and prototyping. I also work on developing a customer experience strategy and identifying commercial opportunities that drive business value and customer engagement.

 UX | CX Consultant

Service design in the digital transformation space for NSW regulators, The Complaints, Compliance and Enforcement (CCE) Program and Licence NSW program. My role also included being a member of the ResearchOps team that guides the broader team processes.• Facilitated co-design workshops (stakeholders and customers)• Managed, synthesised and represented usability testing findings• Created Customer Journey Maps / Service blueprints

Lead Service Designer

I was engaged as a consultant to contribute to the development of a new Fintech product for one of the Big Four Banks, focusing on delivering a comprehensive multichannel user experience. • Facilitated client interviews, stakeholder workshops, and co-designs (remote and in-person)• Crafting customer experience strategies• Creating wireframes and interactive prototypes• Managing usability testing• Setting up customer experience strategy frameworks and processes

UX | CX Consultant

Leading customer experience strategies and user experience initiatives for a number of brands, including Netflix, LEGO, Venture Crowd and Jaycar.• Facilitated client interviews, stakeholder workshops, and co-designs (remote and in-person)• Crafting customer experience strategies• Creating interactive prototypes• Managing usability testing• Setting up customer experience strategy frameworks and processes

 User Experience Consultant

Led the customer experience activities for Tourism Tasmania during the discovery phase, collaborating with the wider team of cohorts and stakeholders.• Facilitated co-design workshops (stakeholders and customers)• Managed, synthesised and represented usability testing findings• Created Customer Journey Maps / Service blueprints• Reviewed all digital touch-points and campaign strategy,• identifying and addressing pain points (both from customers and at the partnership level),• Analysing data, client presentations and recommendations for an improved and forward-thinking omnichannel experience.

Customer Experience Consultant

I am based client-side at Qantas’ Mascot HQ, working across a range of Qantas products and services. My role included:• Facilitated client interviews, stakeholder workshops, and co-designs (remote and in-person)• Crafting customer experience strategies• Creating wireframes and interactive prototypes• Managing usability testing• Upskilling agile principles • Instilling human-centred design processes, which resulted in better design decisions and services.

Customer Experience Lead

I led the experience strategist on the self-service advertising platform for small and medium-sized enterprises and consumers. I led a multidisciplinary team and collaborated with two tech teams (one team working remotely) and a client team. • Developed the ResearchOps framework within the business unit, focussing on customer insights and evidence-based outcomes.• Facilitated client interviews, stakeholder workshops, and co-designs (remote and in-person)• Crafting customer experience strategies• Creating wireframes and interactive prototypes• Managing usability testing

UX Lead

Led the user experience strategy on large-scale eCommerce tracks of work for personalisation and CRM.  Early user experience research work and recommendations were instrumental in the Kayo Sports  streaming platform.• UX strategy, interaction design &amp; digital strategy • Define and create wireframes &amp; interactive prototypes • Customer/user research, requirements gathering &amp; business analysis • Facilitated client interviews, stakeholder workshops, and co-designs • Created customer journey maps • Introduction of Fox Sports DLS (Design Language System)

Senior UX Manager

I worked client-side with Frog Design Consulting on the digital transformation at Optus. I led the UX on large-scale eCommerce tracks of work, including successfully leading the personalisation strategy and effectively partnering with the client team. • Facilitated client interviews, stakeholder workshops, and co-designs• Managed, synthesised and represented usability testing findings• Created Customer Journey Maps• Customer/user research, requirements gathering &amp; business analysis• Created wireframes and interactive prototypes

User Experience Lead

Led user experience strategy of the very first iOS version of the Bureau of Meteorology app. • Implemented human-centred methods, advocating experimentation and ensuring ideas were explored and validated. • Facilitated client interviews, stakeholder workshops, and co-designs• Product development, explored concepts to monetise relevant extra in-app features.• Crafted customer experience strategies• Created wireframes and interactive prototypes

Mobile Apps User Experience Lead 

The primary client was Toyota. I brought in a Human-Centered Design approach. I was responsible for the customer experience strategy and stakeholder management, working collaboratively with other client partners and dealerships and identifying commercial opportunities within the digital and physical Toyota ecosystem.• Facilitated client interviews, stakeholder workshops, and co-designs• Crafted customer experience strategies• Created wireframes and interactive prototypes• Managing usability testing• Created Customer Journey Maps

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Thomas S.

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