Amy Dromgoole Email & Phone Number

Ireland

Melbourne, Victoria, Australia

Driving client-centric innovation in legal services.

Melbourne, Victoria, Australia

Leads multidisciplinary teams to design and deliver innovative, human-centred solutions that drive business transformation. With expertise in Customer Experience (CX), Service Design, and Digital Transformation, I help clients navigate complex challenges by crafting strategies that bridge the gap between business and customer needs.My role involves guiding organisations through end-to-end journeys, from insight-driven discovery to ideation, prototyping, and implementation. I work closely with clients to rethink their business models, unlock growth opportunities, and deliver seamless, impactful experiences through a balance of creativity and strategy.Key areas of focus:- Leading CX, Service Design, and Innovation programs that drive measurable business impact.- Collaborating across diverse industries to create forward-thinking solutions and roadmaps.- Combining design thinking, agile methodologies, and data-driven insights to deliver scalable outcomes.- Facilitating workshops and cross-functional collaboration for transformative change.- Supporting strategic CX/Innovation visions with a focus on test-and-learn experimentation, digital enablement, and AI integration.- Building capabilities and leading transformation projects in client experience and employee experience optimisation - Responsible for internal capability development, career coaching and leading business developmentIndustries: Financial Services, Healthcare, Insurance, Professional Services.

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Drive innovation and create industry leading customer experiences by applying HCD and Design Thinking methodologies. Validate and prioritise ideas for new services or optimise existing services and processes using Agile and Lean Startup techniques to efficiently test & learn. Project manage MVPs and pilots to test the desirability, feasibility, and viability of initiatives in the roadmap.Client portfolio: Ford, Major Transport Infrastructure Authority, Australian Unity and Monash University

Ireland

Role: Lead Business AnalystProject: Digital Transformation | Custom Software DesignResponsibilities:- Client management- Design workshops- Requirements gathering - Functional and integration design- Lead local BA & quality assurance teams- Manage cross functional offshore delivery teams- User Acceptance Testing- Support change management activities

Ireland

Role: Business AnalystProject: Process Improvement | Custom Software DesignResponsibilities: - Engage with stakeholders across all levels in the organisation to gather requirements, and map out as-is & to-be processes for a bespoke system that replaced a number of legacy, silo systems. - Re-design functional workflows which increased efficiency and transparency throughout the organisation.- Conducted design thinking workshops to redesign the application UI/UX to enhance the user experience and modernise the interface.- Responsible for test execution and results reporting.Role: ICT Service Desk ManagerManaged 12 resources on a 24/7 IT service desk who supported >12,000 customers. Responsible for setting & reported on KPI / SLA and developing professional / service continuous improvement plans.

Ireland

Bs. In Enterprise Computing, Information Technology

First Class Honours

Education record