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From pre-acquisition readiness to AI-enabled strategy, my work spans sectors and scales - bringing structure to ambiguity, aligning teams, and delivering outcomes that are human-centred, technically sound and commercially meaningful.
After a $2B venture capital deal, two professional learning platforms were merged across web and mobile. As Product Design and Experience Research Director for the acquired platform, I partnered with leaders across the integration program to align teams and deliver a seamless customer experience.
I lead high‑stakes platform integrations with clarity, alignment and customer‑centred decision‑making.
A global organisation needed a scalable AI learning offer to meet growing demand across government, financial services, telecommunications, and private sector. As Director, I stood up an internal offer and curriculum team supported by Data & AI, engineering, change, and global leadership.
I turn ambiguous, emerging concepts into globally aligned, commercially relevant offers - combining strategic design, curriculum development and multi-region leadership to build scalable, future-ready AI capability.
Gartner identified a gap in our SaaS platform experience and ecosystem: limited cohort-based learning support. As Product Design and Experience Research Director, I led research and co-directed the teams, to validate the opportunity and shape a new product line built on existing group and B2B/B2C learning expertise.
I identify new revenue opportunities, validate them rigorously, and influence executive decision-making - turning research into commercial momentum.
Major retailers needed to modernise digital CX and unify fragmented customer journeys. In my role as Experience Strategy and Design Director, I led strategy, design and cross‑functional delivery to improve customer experience and commercial performance.
I understand retail ecosystems and know how to deliver customer‑centred, commercially impactful digital experiences that both improve customer experiences and those of employees.
Universities across Australia - including the University of Melbourne, Central Queensland University and offshoot businesses such as RMIT Online as part of RMIT University - faced fragmented service delivery, inconsistent student experiences, and operational inefficiencies limiting scalability.
To resolve these issues, my objective was to understand systemic issues, align academic and operational stakeholders and design future-state service models that would improve student experience, reduce systemic and process failures, and strengthen organisational alignment.
I make complex education ecosystems visible by aligning stakeholders and designing scalable service models that improve experience, operational efficiency, and organisational maturity, leaving institutions with enduring frameworks and uplifted capability.
A department's HR branches faced fragmented service delivery, inconsistent processes, and a ServiceNow instance no longer fit for purpose. As delivery and service design lead, I led a whole-of-branch strategic discovery to diagnose the HR service ecosystem and design a future-state ServiceNow strategy aligned to the Victorian Government's digital strategy.
I bring structure and clarity to complex, multi-unit service ecosystems - diagnosing the system deeply, aligning stakeholders, and designing scalable digital and operational solutions that improve both employee experience and organisational performance.
With competitors accelerating AI offerings and enterprise customers demanding practical AI learning, our hands-on platform needed integrated generative AI experiences.
With my peers, I oversaw the end-to-end learner experience for a suite of AI sandboxes - including the Prompt Sandbox, AI Cloud Sandboxes, and SageMaker Notebook - enabling learners to experiment with LLMs, cloud AI services, and ML tooling in a safe, simulated environment.
I direct cross-functional teams through complexity and high-stakes delivery to integrate emerging AI capabilities into practical, ethical, and scalable learner experiences - combining strategic product discovery that was tactical and prototyping first, AI-enabled product innovation and a clear focus on real-world workforce needs.
A government department managing a complex, high-stakes program faced fragmented service delivery, inconsistent systems, and systemic inequities affecting rural and First Nations providers.
I led strategic discovery and human-centred design across divisions to diagnose systemic issues, uplift capability, and design future-state service and policy models that improved equity, operational maturity, and digital readiness.
I bring clarity to fragmented, multi-agency systems - elevating underrepresented voices and designing equitable, scalable service and policy models grounded in lived experience.