Consulting into Vodafone NZ to design their service experience for mobile squad. Working with internal CX team to map the current state end to end journey experience validating with customer research and analysis to help inform future planning and programs of work.

Reporting into the CPO and leading the CX design and user research team to architect and drive ongoing improvements to an end-to-end journey for Thryv Australia customers to accelerate customer success through product activation, product engagement and attached services through all touch points across awareness, sales, onboarding, fulfilment, product experience & billing.

Reporting into the Head of Product and Operations to redesign the customer experience and product and service offerings in market for SMB segment customers.

Drove transformation by designing and implementing a customer centric approach to program deployment, product development and product lifecycle management strategies, working collaboratively with other corridors of the business to action Insights and implement feedback loops.

Responsible for CX function in Tiger Team to redesign the service and delivery experience for 1700 mid-market business customers.

Successfully implemented a new program of work across five industry verticals with the completion of 23 Insights engagements supporting the dedicated sales teams to engage and plan more efficiently and effectively with their customers.

Led the integration of business to Telstra, supporting the marketing and customer communications and engagements activities.