Kapiti Boutique Cattery provides luxurious and spacious individual cat accommodation. As the owner Natalie manages all the day to day management and running of the cattery.

Senior Service Designer on the New Zealand Traveller Declaration programme for Customs. This role was responsible for undertaking cross agency research on the current state of the Maritime Border to identify current and future state operating processes and procedures. This involved facilitating a series of large co-design workshops with multiple Government agencies and maritime industry groups throughout the development lifecycle. Designing and documenting maritime service blue prints, creating customer experience journey and process maps of the future state staff and traveller experience through the maritime border.

Competency and people lead of the TEC Product Design team. This was a multi-discipline team of 10 Designers and User Experience Researchers who supported the organisation in understanding end-user, community and business needs. The team was responsible for designing diverse tertiary education focused products to deliver better skills and education outcomes for Aotearoa. This role involved growing and embedding the Design and UX Research competencies, recruiting and building a cross-functional skilled team and co-ordinating day-to-day team activities.

Natalie heads a team of highly skilled qualitative researchers, to support the research needs for BNZ Digital and Technology teams. Her strategy was to create an effective research team that works autonomously, but with a high degree of collaboration with the teams to achieve the best customer outcomes. Key Responsibilities:• Manages and supports all day to day of the BNZ User Experience team• Sets the strategic direction for the UX research team• Ensures the team development by providing people leadership for individual UX researchers• Ensures all qualatative research undertaken by the team is high quality, replicable and valid

Natalie lead a team of highly skilled UX design researchers supporting the needs of BNZ Digital and Technology. This role involved creating a new UX focused qualitative research capability within BNZ to integrate with the UI design and UX content capabilities. This involved setting the strategic direction for the UX research team, identifying and prioritising all work requests for the team, managing the recruitment and staff development of the UX research team and co-ordinating and performing UX research tasks for BNZ digital projects using a variety of UX techniques including interviews, surveys, card sorting, focus groups, prototyping and contextual observations.

Natalie was responsible for handling all research activities for BNZ Digital for 5 years. Her role was to work with all the teams to ensure they had a customer focus for all the work they did, based on real customer data and insights. In 2015 Natalie's role moved from research practitioner to creating and managing the day to day activities for a UX Research team. This resulted in a title change of title to User Experience Research Director. Key Responsibilities: • Recruited and created UX research teams for BNZ Digital and BNZ Technology departments. • Co-ordinated and performed UX research tasks for BNZ digital projects using a variety of UX techniques including interviews, surveys, card sorting, focus groups, prototyping and contextual observations. • Co-ordinated and performed UX testing required including usability, concept testing, accessibility testing, expert reviews, and user walkthroughs. • Provided ongoing training in user experience techniques to 350+ BNZ Digital staff. • Facilitated Lean and Agile sessions including lean canvas, assumption, persona and co-design sessions. • Developed research-based assumption and segment based personas for project teams. • Represented BNZ UX team by presenting at conferences and industry events.