Rhonda Sweet

Rhonda Sweet Email and Phone Number

Senior Service Designer | Expert in Customer Research | Product, Service & Experience Design | Proven People Leader @ Vibrance
Rhonda Sweet's Location
Sunshine Coast, Queensland, Australia, Australia
Rhonda Sweet's Contact Details

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About Rhonda Sweet

PORTFOLIO: https://sites.google.com/view/rhonda-sweet/homeI love what I do.I find joy in understanding human behaviour and using those insights to craft practical, innovative design solutions. The solution might be a product, a process, a service, or an experience. Whatever it is, I’m immersed from the word ‘go’. Using the principles of behavioural science, my intention is to understand the business goals, the goals of the consumer, and fuse them together into an opportunity. Therein lies the magic.I’m a practitioner. I ‘do’. As part of the design discipline, it’s imperative I’m continuously honing my skills on the latest industry and technology developments, such as AI (my latest obsession). I thrive in multidisciplinary teams because I believe that bringing together diverse perspectives creates robust, well-rounded debates and outcomes. A collaborative approach ensures every angle is considered, including fringe and edge cases, to deliver powerful and effective solutions.Recently, I completed a project with a global supplement company, supporting their head of innovation and marketing to develop a new women’s health product. This project involved in-depth research, data analysis, workshops, designing and conducting experiments, prototyping, conceptual modelling, and managing stakeholders—these are all common activities in my day-to-day work. This case study showcases my ability to lead complex projects, integrate consumer insights, and create impactful design solutions.In my work, I combine creativity with strategic thinking, always aiming to push the boundaries of what’s possible. Whether it’s leveraging AI to enhance user experiences or conducting rigorous research to validate new concepts, I’m committed to delivering excellence in every project I undertake.I'm looking for new challenges and opportunities where I can bring my expertise, creativity, and dedication to the table.*Note: I work primarily from home and occasionally travel as necessary*

Rhonda Sweet's Current Company Details
Vibrance

Vibrance

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Senior Service Designer | Expert in Customer Research | Product, Service & Experience Design | Proven People Leader
Rhonda Sweet Work Experience Details
  • Vibrance
    Design Strategist
    Vibrance Jul 2021 - Present
    Queensland, Australia
    Lead strategic service design initiatives to improve customer experience and operational efficiency, using user-centered design, CX research, and customer journey mapping to address complex challenges across various sectors.Officeworks | Recruitment Transformation: Led research, personas and service blueprinting to develop a scalable Talent War Room, reducing time-to-hire by 32% and increasing candidate satisfaction.Swisse | Women’s Health Product Design Sprint: Conducted a 12-week design sprint, validating a new product concept through prototyping, consumer research, and design sprints, enhancing potential market fit.Ravensdown | Customer Segmentation and Loyalty: Developed targeted customer personas and journey maps, increasing customer retention by 15% and strengthening Ravensdown’s customer loyalty strategy.
  • Terra Tag
    Family Business Owner
    Terra Tag Mar 2023 - Present
    Sunshine Coast, Queensland, Australia
    Established a family-run business specialising in sustainable event materials, demonstrating a commitment to corporate responsibility and innovative product design.https://www.terratag.com.au/*Co-Creation & Market Innovation: Collaborated closely with clients and stakeholders to identify and capitalise on a market gap, introducing Terra Tag as a pioneering eco-friendly event product.*Strategic Leadership & Product Development: Led the product development lifecycle, integrating customer feedback and rigorous market testing to ensure a resonant product-market fit.*Brand Development & Digital Presence: Crafted the brand's visual identity and digital presence, engaging a community of sustainability advocates and enhancing brand visibility through a strategic content approach.*Operational Excellence & Partnership Building: Streamlined sustainable operational processes and forged strategic alliances, promoting an eco-friendly ecosystem and driving business growth.
  • Mckinsey & Company
    Senior Experience Design Director - Digital People Leader Apac
    Mckinsey & Company Sep 2015 - Jul 2021
    Sydney, Australia
    Senior Service Design DirectorLed service design and customer experience transformations for finance, retail, and insurance clients, focusing on user research, persona development, and cross-functional collaboration to drive client-centric solutions.Australian Bank – Broker Experience Redesign: Established a single-point contact model, using lean design principles to reduce processing times by 20% and enhance broker satisfaction through journey mapping and UX improvements.Retailer – CX Transformation and Market Positioning: Redesigned in-store and digital experiences, increasing engagement by 25% and aligning with brand values through customer journey mapping and CX strategy.Insurer – Claims Processing Transformation: Created personas, journey maps, service blueprint and app prototype for faster claims processing, improving CX and reducing submission times by 35% through prototyping and CX research.Head of Digital Professional DevelopmentPromoted from Service Design Director to Head of Professional Development, leading strategic initiatives across APAC to elevate talent development, organisational design, and cross-office collaboration for Digital McKinsey.Global Design Guilds & Leadership Development Model (LDM): Spearheaded the APAC rollout of the Leadership Development Model and Global Design Guilds, standardising growth frameworks and empowering employees with clear career progression paths.Enhanced Staff Development & Retention: Improved organisational design and assessment systems, raising employee satisfaction by 9% and increasing retention rates through a focus on continuous learning and structured mentoring.Cross-Office Collaboration: Optimised staffing processes to enhance project efficiency, balancing team and client needs across offices, and fostering knowledge exchange for best practice adoption.
  • Sweet Consulting
    Independent Service Design Consultant
    Sweet Consulting Sep 2010 - Jul 2015
    Sydney, Australia
    Provided service design consulting across telecommunications and advertising, delivering customer-centred transformations and innovative digital solutions that enhanced operational efficiency and customer experience.Vodafone eCommerce Platform Development: Directed the end-to-end design and development of Vodafone Australia’s website platform with IBM, conducting empathy mapping, user research, and iterative wireframing to deliver a customer-centric online experience.CX Transformation at Optus: Directed digital transformation initiatives to enhance customer retention, developing product roadmaps, leading agile sprints, and using design thinking methodologies to reduce churn.Digital Operations Strategy at George Patterson Y&R: Oversaw digital strategy execution, implementing process reengineering and agile workflows that reduced time-to-market and fostered operational excellence.
  • Westpac Group
    Senior Manager Business Online Service
    Westpac Group Jan 2009 - Jul 2010
    Sydney, Australia
    Strategically hired to introduce customer-centric practices into the head office and influence the strategic direction of SME's online presence. Aside from managing the P&L, online platform and contributing to the transformation program, my job focused heavily on education, driving change, and demonstrating CX/UX approaches to designing customer experiences.Achievements:*Mobile App Development: Authored a business plan, secured funding, and led design and dev teams to launch Westpac's first Consumer & Business mobile app for iPhone & Android, setting new standards in digital banking.*UX Innovation & NPS Integration: Revolutionised online team dynamics by introducing a UX toolkit and integrating Net Promoter Score, fostering a culture of customer-centricity and data-driven decision-making.*Strategic Transformation: Played a pivotal role in the Transformation Program, employing an insights-led approach to online strategy and design, ensuring a seamless and engaging user experience. Recognised as a Sydney Design Award finalist for outstanding contributions.
  • Ibm
    Ecommerce Consultant At Ibm/Vodafone
    Ibm Mar 2008 - Dec 2008
    Chatswood
    Led the design and development of Vodafone Australia's website platform, collaborating closely with IBM engineers. Specialised in full-cycle, hands-on project delivery, encompassing empathising, defining, ideating, prototyping, and testing phases. Drove significant enhancements in customer experience and operational efficiency through a user-centred design approach.Achievements*Tasked with the comprehensive design and development of a new website platform, focusing on elevating customer experience and operational efficiency.*Navigated challenges in harmonising diverse team perspectives and integrating complex technical solutions within a demanding project timeline.*Successfully managed the full-cycle design process, ensuring a user-centric approach from empathising with users to prototyping and testing.*Fostered effective collaboration with IBM engineers and stakeholders, delivering cohesive, user-focused solutions.*Achieved strategic improvements in platform performance and customer engagement, aligning technical solutions with user needs and business objectives.
  • Optus
    Customer Experience Leader
    Optus Apr 2007 - Jan 2008
    Sydney, Australia
    Championed customer-centric digital transformations, deeply integrating customer perspectives into solutions and enhancing user experiences. My role was instrumental in fostering a culture of customer advocacy and operational excellence. I led the introduction and execution of design thinking methodologies, actively engaging in wireframing, conducting workshops, and collaborating with cross-functional teams to build robust internal capabilities for strategic, user-focused digital service design and delivery.Achievements*Directed the strategic vision for digital customer experience, ensuring user needs and perspectives were central to digital service design and delivery.*Engaged in hands-on design thinking activities, including producing wireframes, conducting ideation workshops, and collaborating with cross-functional teams to create impactful digital prototypes.*Developed comprehensive product and service roadmaps, aligning with long-term digital strategies and immediate customer needs.*Established and led agile sprints, fostering a culture of continuous improvement, testing, and learning throughout the solution development lifecycle.*Drove significant enhancements in customer experience, leading to increased retention, reduced churn, and elevated customer advocacy.*Operationalised and optimised customer experience initiatives, ensuring digital services delivered differentiated experiences and aligned with business objectives.
  • George Patterson Y&R
    Director Of Operations
    George Patterson Y&R 2004 - 2005
    Sydney, Australia
    Instrumental in steering the operational strategy and execution, ensuring the delivery of exceptional creative products and services. My role involved optimising processes, managing resources efficiently, and fostering a culture of reliability and innovation, contributing significantly to the agency's competitive edge and profitability.
  • Bain & Company
    Consulting Specialist
    Bain & Company Aug 1992 - Apr 2000
    Toronto, Canada Area

Rhonda Sweet Skills

Strategy User Experience Analytics E Commerce Management Competitive Analysis User Interface Design Customer Experience Business Strategy Content Strategy Consulting Digital Strategy Stakeholder Management Social Media Marketing Web Project Management Strategic Planning Change Management Analysis Online Advertising Marketing Online Marketing Digital Marketing Seo Project Planning Project Management Problem Solving Team Leadership Web Analytics Team Management Process Improvement Google Analytics Social Media Qualitative Research Customer Insight Business Intelligence Banking Requirements Analysis Quantitative Analytics Net Promoter Score Email Marketing Usability Social Networking Mobile Marketing Strategy Conversion Optimization Customer Experience Consulting Multi Channel Marketing Creative Direction Crm E Business

Rhonda Sweet Education Details

  • University Of Sydney
    Cognitive Psychology | Human Computer Interaction (Hci)
  • Nielsen Norman Group
    Nielsen Norman Group
    Usability Week: User Experience Course
  • Interim Technology
    Interim Technology
    Certification
  • Interim Technology
    Interim Technology
    E-Commerce
  • Ontario College Of Art
    Ontario College Of Art
    Design And Visual Communications, General
  • Etobicoke Collegiate Institute
    Etobicoke Collegiate Institute
    General

Frequently Asked Questions about Rhonda Sweet

What company does Rhonda Sweet work for?

Rhonda Sweet works for Vibrance

What is Rhonda Sweet's role at the current company?

Rhonda Sweet's current role is Senior Service Designer | Expert in Customer Research | Product, Service & Experience Design | Proven People Leader.

What is Rhonda Sweet's email address?

Rhonda Sweet's email address is rh****@****ail.com

What is Rhonda Sweet's direct phone number?

Rhonda Sweet's direct phone number is +1 212-446*****

What schools did Rhonda Sweet attend?

Rhonda Sweet attended University Of Sydney, Nielsen Norman Group, Interim Technology, Interim Technology, Ontario College Of Art, Etobicoke Collegiate Institute.

What are some of Rhonda Sweet's interests?

Rhonda Sweet has interest in Social Services, Children, Learning, Then Sharing And Giving Something Back, Disaster And Humanitarian Relief, Animal Welfare, Health.

What skills is Rhonda Sweet known for?

Rhonda Sweet has skills like Strategy, User Experience, Analytics, E Commerce, Management, Competitive Analysis, User Interface Design, Customer Experience, Business Strategy, Content Strategy, Consulting, Digital Strategy.

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