Casey D. Email & Phone Number

Perth, Wa, Au

Perth, Western Australia, Australia

I currently lead a cross-functional squad of Business and Functional Analysts, Developers, Content Consultants, Designers, Marketing SMEs, Functional Testers. I am adept at Agile delivery, with a robust understanding of the software development lifecycle, along with being a Certified Scrum Product Owner via Scrum Alliance. My purpose in this ‘Head of’ role is to shape, influence and drive prioritisation of future member experiences, not just in how HBF engage with members, but working… Show more I currently lead a cross-functional squad of Business and Functional Analysts, Developers, Content Consultants, Designers, Marketing SMEs, Functional Testers. I am adept at Agile delivery, with a robust understanding of the software development lifecycle, along with being a Certified Scrum Product Owner via Scrum Alliance. My purpose in this ‘Head of’ role is to shape, influence and drive prioritisation of future member experiences, not just in how HBF engage with members, but working closely with other divisional leaders to leverage the rest of HBF’s assets including the App, Portal, Website, CRM and Core Insurance Platform. My goal is to deliver integrated outcomes, ensuring experiences are considered end-to-end so HBF can demonstrate and improve perceptions of value for our members and remain a sustainable, trusted, and competitive brand.In parallel with delivering new technology capability, I am also accountable for member engagement and direct marketing communications more broadly for HBF. I am responsible for the strategy, planning and execution of direct member & marketing communications. This aspect of my role sees me working less with technology stakeholders and more with colleagues in Health, Marketing & Brand division to ensure the campaigns and communications complement broader strategic initiatives to drive KPIs primarily focused on acquisition and retention, minimising cancellations. Show less

Perth, Western Australia, Australia

My promotion to Head of Experience Design was the opportunity to bring Service Design capability closer to digital design and delivery within HBF’s Transformation Programme. I was accountable for the planning, managing and implementation of human-centred design activities across HBF, focusing on holistic, end-to-end service delivery and digital innovation.Key achievements:• Developed and led a multidisciplinary team of 16+ specialists, including service designers, UX researchers, UX… Show more My promotion to Head of Experience Design was the opportunity to bring Service Design capability closer to digital design and delivery within HBF’s Transformation Programme. I was accountable for the planning, managing and implementation of human-centred design activities across HBF, focusing on holistic, end-to-end service delivery and digital innovation.Key achievements:• Developed and led a multidisciplinary team of 16+ specialists, including service designers, UX researchers, UX and UI designers, and content consultants• Delivered strategic digital transformation initiatives to improve service design, operational efficiency, and customer experience, including Service Blueprints, Customer Journey Maps, Heuristic Reviews.• Managed divisional budgets, resource allocation, and stakeholder engagement strategies to meet organisational goals.• Drove innovation through the integration of new digital tools and processes across multiple business units.• Championed internal capability building, reducing reliance on external vendors and improving efficiency, minimising costs.• Achieved top-tier employee engagement scores during organisational changes, reflecting a strong and inclusive leadership approach. Show less

Perth, Western Australia, Australia

I joined HBF’s Transformation Programme with the remit to accelerate and leverage the significant investment in new technology assets to unlock customer and business value. Established the practice of Service Design at HBF, and as Service Design Lead, I was responsible for discovering and advocating for the needs, problems, and behaviours of HBF members and frontline colleagues, to better identify the how and why of the opportunity space for business. This saw my focus centred around driving… Show more I joined HBF’s Transformation Programme with the remit to accelerate and leverage the significant investment in new technology assets to unlock customer and business value. Established the practice of Service Design at HBF, and as Service Design Lead, I was responsible for discovering and advocating for the needs, problems, and behaviours of HBF members and frontline colleagues, to better identify the how and why of the opportunity space for business. This saw my focus centred around driving outcomes towards sustainable growth, customer value, operational efficiency, productivity, process improvements, mitigating risk.Key achievements:• Led the discovery and co-design of service innovation projects to address member and business challenges.• Delivered end-to-end research and design solutions for healthcare journeys, leveraging data analytics and stakeholder insights.• Designed a member-centric digital roadmap for helping members who are experiencing a significant health event, endorsed by executive sponsors and currently in rollout. Show less

Sydney, Australia

Established the practice of service design and research at fintech Volt Bank with responsibility for end-to-end planning, facilitation, synthesis, and delivery of experience design artefacts and insights. I worked within a design team of ~12 people to provide actionable recommendations that would support product designers to create and build more effective digital products for Volt customers. The overarching vision at Volt was to help people “be better off” and a large focus of this was about… Show more Established the practice of service design and research at fintech Volt Bank with responsibility for end-to-end planning, facilitation, synthesis, and delivery of experience design artefacts and insights. I worked within a design team of ~12 people to provide actionable recommendations that would support product designers to create and build more effective digital products for Volt customers. The overarching vision at Volt was to help people “be better off” and a large focus of this was about understanding behavioural insights of our target market and empowering them with the right tools to support them on their journey to financial wellbeing.A significant aspect of my role was qualitative research across discovery, generative and evaluative methods. I conducted in-person interviews, group workshops, co-design sessions, concept testing, usability testing sessions. I also executed multiple quantitative studies including customer surveys, Kano methodology for prioritisation, remote card sorts, ‘Top Tasks’ method for information architecture. A key responsibility of my role included the delivery of experience design artefacts including service blueprints, personas, customer journey maps, design packs, research reports and presentations.The strategic, or service design, aspect of my role saw me working across multiple business value propositions including Savings, Transaction, Lending and an experimentation and co-design app, Volt Labs. I also planned and facilitated internal workshops with key stakeholders across the business, with the goal of alignment, transparency, collaboration. Show less

Sydney, Australia

Expiriti UX is a user research and strategy consultancy based in Sydney. My role at Expiriti focused primarily on user research, usability testing, information architecture reviews, high-level content audits, competitor analysis, customer journey mapping, along with creating wireframes and high-fidelity prototypes. I had the pleasure of working across multiple sectors including finance, banking, media, publishing, and travel.

Bondi Junction

I worked closely with Lumi’s Founder and CEO to launch this fintech startup. My focus was content, experience design, research & insights. My role at Lumi was a pivotal moment in my career and inspired me to explore strategic design as a profession and to embark on my Master of Interaction Design at the University of Technology, Sydney.Key highlight of this role was being nominated to represent NSW in attending the 2016 inaugural ‘Landing Pad Intensive Startup Accelerator’ in Tel Aviv… Show more I worked closely with Lumi’s Founder and CEO to launch this fintech startup. My focus was content, experience design, research & insights. My role at Lumi was a pivotal moment in my career and inspired me to explore strategic design as a profession and to embark on my Master of Interaction Design at the University of Technology, Sydney.Key highlight of this role was being nominated to represent NSW in attending the 2016 inaugural ‘Landing Pad Intensive Startup Accelerator’ in Tel Aviv, Israel. Sponsored by the NSW Government and Austrade, Lumi was chosen to participate in the Landing Pad programme, giving us access to a global startup network along with facilitating access to leading VCs, investors, mentors, and strategic partnerships. A truly amazing experience. Show less

Surry Hills, Sydney

I spent 2+ years tackling content design, copywriting and UX writing for small businesses, household brands and creative agencies. Tasks varied depending on project scope, with the main focuses being delivery of content for mobile apps, websites, email campaigns, press releases, SEO, and social.

Master'S Degree, Interaction Design, Gpa 6.92, Wam 88.67

This course is committed to producing graduates who have a deep understanding of human-centred approaches to designing digital.

Bachelor Of Commerce (B.Com.), Management & Marketing