GOOD GOVERNANCE
CUSTOMER RELEVANCE
HIGH-PERFORMING Culture

Board service for a progressive, growing NFP. Chair Community Advisory Committee. CEO Recruitment Commitee. Winner AFR Best Places to Work 2024.

Strategy and execution of a sector-first AI-driven personalised learning experience, new digital team and agile operating practices

Growth and localisation strategy design for professional Enterprise services across J/APAC. My framework, OODA, Emergent Strategy.

Enaged by APAC Agility team to co-design customer-demand to supply-side operating models for transitionary capital-project business.

Research and strategy related to the politically-sensitive Transparency.gov.au site providing real-time financial information to the public.

Pro bono work in the design of new white-label or brand collaboration products for revenue diversification.

Large digital business transformation across14 units. I brought groups together to identify strategic and tactical insights coupled with narrative work.

Cooperative innovation design with Enterprise customers. These lead to improved relationships, tech benefit realistion and new investment.

Leading the Membership team in research and prototyping capability uplift to increase conversion and address competitive threats from Facebook and Google.

The Data Integration Partnership for Australia was a three-year $130.8 million investment. I provided strategy and tech insights into digital services.

Digital transformation program at NAB where I introduced service design, innovation and agile practices. Cost out, automation & CX outcomes.

I led co-design of digital strategies across all of AHPRA’s national directorates. We prioritised, pitched and commited to inter-dependence.

Engaged by H.O. Strategy, now CIO, to lead new agile op model design across 150 people in tech. Improved CX engagement channels, automation, product portfolios and governance.

Research and strategy design to help UMG connect emerging artists with the next generation of fans.

Hired by CMO to lead digital and service innovation program. Improved website experience and client engagement 18 months ahead of competitors. Shortlisted for AMI award.

Introduced journey mapping and service design to map capital investments against customer journey to better align spend to strategy to benefit and reduce PII risks.

Challenged the status quo of digital content and design resulting in 27 fewer steps for international students to enrol and increased acquisition.

Transformation of mental health triage service, the Agile Psychological Medicine Clinics: evidence of treatement efficacy, Premier’s award for innovation.

Google Design Sprint program prototyping new digital service (akin to AI) allowing lawyers to access case history and become ‘Telstra-ready’ six months sooner.

Innovation design tour visiting top enterprise clients in Australia using journey mapping to understand needs and design the new service portfolio.

A review of their innovation program, The Garage, to provide insights on why ideas were not getting through to production.

I’ve designed and delivered many training sessions in strategy, design, innovation and other modern practices from small academies to RMIT.