Creative problem-solver, strategic thinker and human-centred designer, working at the intersection of people, business and technology. I design strategies, experiences and systems that improve the status quo.
Core skills
I’m a bit of a Swiss Army knife, but here are the things people often say I’m good at.
Strategy
I balance customer needs, business goals, and real-world constraints to guide decision-making, navigate tradeoffs and risks, and focus resources where they’ll drive the greatest and most sustainable impact.
Customer experience
I craft cohesive experiences that connect digital and physical elements by designing intuitive, seamless interactions across touchpoints, to build trust, foster brand loyalty, and drive customer engagement.
Service design
I organise and optimise service ecosystems by understanding how people, processes, and technologies interact, crafting efficient and meaningful experiences that meet both customer needs and business goals.
Research and insights
I use diverse research methods to uncover meaningful insights into human behaviour, needs, and emerging market trends, grounded in cultural and technological context, to inform evidence-based decisions.
Collaboration
I build outcome-focused, cross-functional environments that foster trust, inclusivity, and collective learning, creating the right conditions for success and enabling teams to collaborate toward a shared vision.
Transformation
I lead complex transformation projects, guiding teams through ambiguity, discomfort, and transition while reshaping behaviours, mindsets, and values to bridge the gap between the current state and the desired future state.
Select projects
*All work displayed is intentionally illegible to protect confidential information and is to be viewed as an indication of skill set and working style.
Government Ministry, 2024 - 2025
Co-creation of future-state service blueprints articulating ‘what needs to be true’ across the organisation to deliver desirable staff, client and partner experiences based on organisation wide experience patterns.
Bank, 2024
Design of the customer advice process using out-of-the-box functionality, embedded consistency in approach across the business, and assured compliance by design as part of an extensive digital transformation programme.
Steel and Flow Supplier, 2023
Customer and business discovery to develop a digital ambition and roadmap, enabling the business to shift from paper-based systems to digital operations.
Tertiary Education, 2023
Large-scale qualitative research, analysis and distillation of user perspectives and market trends into insights and a framework to guide institutional decision-making.
Government Agency, 2024
Design of a strategic partnership model between key players in the sector, resulting in a core narrative to engage stakeholders, translate complexity and align efforts for systemic outcomes.
