I’m insatiably curious and always thinking about the customer when designing and creating solutions. I love complex problems quite simply because they present a wide range of perspectives that can be creatively resolved when rooted in deep user research.

With 28 years of experience as a service designer and ethnographic researcher, I have carved a niche in shaping client strategies and driving user research, empathy, and insights to deliver products, services, and new businesses. As a Design Director and Global CX Community Leader at McKinsey, I operated across multiple verticals with a focus on the Energy, Financial, and Retail sectors.

In my role as Digital Talent Leadership at McKinsey AUS/NZ, I was responsible for strengthening a service-oriented inclusive culture, attracting and retaining the best talent, developing future workforce skillsets, and recognising and rewarding people.

As the Head of SME Online at Westpac, I focused on the digital service, strategy, and insights for small, medium, and commercial business customers. My mandate was to deliver brand promises and create a methodology for executing consistent, coherent customer experiences across the entire digital landscape faster and with less effort.

At Optus, as the Head of Digital CX, I provided the necessary Customer Experience thought leadership, influencing and nurturing to enable greater levels of customer-centricity across teams. I implemented the necessary capability uplift to ensure customer perspectives were integrated into Run and Change decision-making processes, delivering differentiated experiences that retain customers, lower customer churn, and achieve higher levels of customer advocacy.

I also held significant roles as Head of Operations at George Patterson and Young Rubicam, and Lead Ethnographic Researcher at Bain & Company.

My specialisation lies in leveraging ethnographic techniques to learn new cultural systems and deliver key interpretations through observation, interviewing, and participation. I am a cross-functional ‘connector’ adept at operationalising and optimising successful customer experience initiatives. I excel in identifying, analysing, and solving ambiguous problems, making business decisions using relevant data and insights, and thinking laterally.

In addition to my professional accomplishments, I founded Terra Tag, a company dedicated to creating all-in-one sustainable name badges and lanyards from recycled and seed-infused paper. As a master papermaker and artist with a degree in Fine Art, my passion for sustainability and creativity drives the innovative solutions we offer at Terra Tag.

I hold a Fine Arts degree and a Masters in Cognitive Psychology and Human-Computer Interaction.