Professional Experience

During this sabbatical, my wife and I traveled the world and relocated to Canada. I deepened my expertise in customer journey management, exploring how companies navigate complex journeys. I also designed and built tools to support businesses in improving their customer journey practices.

Working as a Customer Experience Design Consultant at TAFE NSW, the largest education provider in the Southern Hemisphere, my role was to lead cross-functional CX Design projects. I created the organisation's first end-to-end Experience Blueprint, researched their first map of customer needs and embedded the use of customer needs in assessing existing solutions and the future impact of initiatives on the customer experience.

• Uncovered the organisation's first list of customer needs conducting a wide variety of primary research, utilising both quantitative and qualitative research methods
• Led a cross-functional team to create the first Customer Experience Blueprint consulting across a large (100+) stakeholder group
• Contributed to the creation of the first end to end Customer Journey Map
• Consulted on the creation of a Customer Journey Management function
• Consulted on the future CX strategy for the organisation
• Grew the CX teams and the organisations customer experience maturity

Working as a Customer Experience Design Manager at News Corp Australia, my role was to lead the design aspects of a new digital business. I created the platform's first Service Design Blueprint, launched their customer testing program and advocated for the customer through the development of the new platform.

• Contributed to the development of a new business, including designing the first customer experience
• Created, facilitated and contributed to a number of collaborative workshops to create the first Service Design Blueprint for our target experience
• Established a customer testing program to ensure the continuous improvement of the experience
• Led the establishment and maintenance of a shared understanding glossary to ensure the use of effective customer-centric language across the organisation

Working as an Innovation Manager at TAL, Australia's leading life insurer, my role was to lead cross-functional teams to accelerate ideas to market using innovation methodologies and the application of human-centered design. I created high performance, cross-functional teams and led them through innovation methodologies to develop new customer engagement and experience initiatives with a specific focus on delivering outcomes for Group Insurance partners operating in both a B2B model and the complex B2B2C model.

Key Achievements:

• Developed a new digital experience uplift, transforming digital offerings from portal to platforms, with a multi-horizon implementation
• Created a new claims digital experience enabling self-service model benefits and improved customer outcomes
• Launched a new digital proposition allowing customers to engage with default insurance cover
• Implemented a health services digital initiative for preventative health incentives
• Designed a reimagined version of Total & Permanent Disability Insurance

Additional Contributions:

• Benchmarked relevant competitors and monitored industry disruption risks
• Monitored in-industry and out-of-industry activities for new opportunities
• Promoted innovation culture through thought leadership and ideation practices

• Advised and facilitated innovation programs across corporate and government clients
• Contracted to TAL Life to develop a new mental illness prevention initiative, now an award-winning program
• Facilitated a multi-school initiative for the NSW Department of Education driving innovation programmes across Regional schools

• Developed and advised corporate and startup clients on new innovative initiatives and enterprises
• Launched a social enterprise for a non-government organisation:
• Designed the business and successfully raised required funding
• Executed initial business plan stages including setup and founding team recruitment
• Provided ad-hoc advice to multiple ventures on finding Product/Market Fit