I led the research stream for a whole of bank initiative aimed at changing customer behaviours. My role included planning, budgeting and prioritising research activities, engaging research partners, conducting research, presenting research findings and high level design concepts, as well as coaching others in HCD methods and thinking. This was a wonderfully challenging and rewarding engagement, with an incredible team of professionals.

Contracted via Aleph-Labs, I was an Experience Designer in the Banker Experience (BX) Tribe. My primary focus was the Open Banking initiative, in particular understanding how bankers in ANZ's contact centre would need support customers with Open Banking inquiries. In addition to preparing and validating wireframes to support the addition of this information to a key banker system, I liaised with multiple stakeholders across tribes to ensure cross-channel consistency between self-service… Show more Contracted via Aleph-Labs, I was an Experience Designer in the Banker Experience (BX) Tribe. My primary focus was the Open Banking initiative, in particular understanding how bankers in ANZ's contact centre would need support customers with Open Banking inquiries. In addition to preparing and validating wireframes to support the addition of this information to a key banker system, I liaised with multiple stakeholders across tribes to ensure cross-channel consistency between self-service and supported channels.I also undertook a number of coaching and mentoring activities for other BX team members. Show less

Provided User Experience services for various projects at Victoria University.

The NAB Digital Front Door (DFD) helps prioritise and optimise digital delivery at NAB. As the CX/UX representative in this team my primary responsibilities were to:- assess the maturity of UX on projects coming through the digital pipeline- recommend appropriate actions and budget to ensure projects aligned with NAB's Customer Experience goals. Other key aspects of my role included:- Making continuous improvements to the underlying DFD process- Improving the level of… Show more The NAB Digital Front Door (DFD) helps prioritise and optimise digital delivery at NAB. As the CX/UX representative in this team my primary responsibilities were to:- assess the maturity of UX on projects coming through the digital pipeline- recommend appropriate actions and budget to ensure projects aligned with NAB's Customer Experience goals. Other key aspects of my role included:- Making continuous improvements to the underlying DFD process- Improving the level of UX knowledge within the team- Clarifying and communicating the role of various UX/CX teams within NAB Show less

Undertook a number of projects with the Digital Design and UX team. Key UX activities during this time included primary research, wireframing, prototyping, UX testing and collaborating with a multidisciplinary team to deliver website updates to support a major digital marketing campaign.

Within the Web Services & Communications portfolio I managed our team of content and digital producers as well as our specialist analysts in User Experience and Web Metrics. Together we aim to ensure the Victoria University website and associated digital systems work well for the many user groups we support.

I undertook a number of projects for HeathWallace including a secondment to Sunsuper where I assisted the UX team move forward with a number of initiatives include the re-design of their website and member portal.

I completed 77 projects for a broad range of clients and industries. Projects ranged from whole of site/app design through to specific activities such as:* User research and needs analysis* UX evaluations, including cross-channel studies and benchmarking* Design of specific features for large scale systems* Accessibility reviews* Strategy and planning* Providing HCD training and guidance