Rhonda Sweet Email & Phone Number

Sunshine Coast, Qld, Au

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.

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.

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.

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.

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.

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.

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.

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.

Toronto, Canada Area

Masters, Cognitive Psychology | Human Computer Interaction (Hci)

Activities and Societies: Think tank groupOngoing Also looking at doing my PhD ... I actually have my subject!!!

Usability Week: User Experience Course

Usability Week offers courses about a broad range of web and application design topics. Courses count toward UX certification.

Html, Javascript, Css, Computer Programming/Programmer, General, Certification

Ecommerce, E-Commerce

Activities and Societies: Pro bono advisory - IT/Children's Hospital Westmead

Bachelor Or Communication & Design, Design And Visual Communications, General

Activities and Societies: Rowing Club - Single skull

High School Diploma, General

Activities and Societies: Ski Team, Single Skull Team