I'm a product and service designer with 15 years of experience working upstream of the obvious solution, in the space between what an organisation thinks the problem is and what the customer experience actually reveals.

My work spans enterprise and scale-up contexts: Qantas, Commonwealth Bank, Shippit. Across all of it, the approach is the same: test the assumptions in the brief, map the full system, and design for outcomes you can actually measure.

Experience

2024–
Qantas, Senior Product Designer
  • Led service design across contact centre and operational systems, applying journey mapping to surface where processes broke down for customers and frontline staff, and facilitating workshops with cross-functional stakeholders to translate findings into prioritised operational improvements.
  • Identified an opportunity to eliminate 13% of total transfers (7,410 calls/month) through research synthesis and operational data analysis, reframing the problem from call guide usability to call routing and reducing a key friction point for customers.
  • Designed controlled experiments to validate opportunities and inform product direction, including a channel-shift experiment producing a 20% deflection result that revealed an unresolved self-serve completion gap.
  • Self-initiated a prototype connecting customer feedback to journey stages via AI-assisted inference, giving teams a consistent view of where experience breaks down and which stages to prioritise.
2023-24
UPowr, Senior Product Designer
  • Mapped end-to-end customer journeys across a complex multi-partner ecosystem (spanning government schemes, finance, third-party installers, compliance, and customer support), identifying where friction and duplication created barriers for diverse user groups.
  • Translated findings into practical service improvements, working directly alongside development teams to define and implement how customers experienced the service at each stage.
2021-23
Shippit, Senior UX Researcher
  • Delivered high-impact studies combining contextual inquiry and interviews, including a customer churn study that reframed a 50% first-90-day churn problem from “delivery quality” to “carrier fit,” produced an opportunity framework across four touchpoints, and informed a subsequent onboarding redesign.
  • Built an evidence-based response to a proposal that would have transferred support burden to external carriers, designing and running a controlled experiment that proved proactive intervention reduced support contacts by 33.6% in delivery delay scenarios.
  • Established a field visits program giving multi-disciplinary teams direct exposure to merchant and carrier experiences, turning a one-time onboarding activity into a recurring all-hands segment that embedded customer knowledge into the organisation’s day-to-day operations.
2020-21
We Discover, Senior Product Designer
  • Led research engagements across clients including TAFE NSW (Platinum Medal, Learning Impact Awards), Zip Money, and Isentia.
  • Led business development activities including RFP responses and client engagement.
  • Guest presenter: ‘User Research 101’ — Global Goals Jam 2020.
2017-20
Oppo Studio, Director of User Experience
  • Led user research and design engagements for clients including UNICEF, RedBalloon, and Rent a Space.
  • Built and managed a small team of product designers, including recruitment, performance management, and professional development.
2015-17

Velvet Onion, Director of User Experience

2015

Commonwealth Bank of Australia, Senior UX Designer