Telstra Purple launched in 2019 as the largest Australian-owned team of technology services professionals – 1500 experts across four countries specialising in network, cloud, security, collaboration, mobility, software, data and analytics, design and innovation. 

Technological developments have a purpose: serving people. That’s what Telstra Purple is all about. 

We believe it’s people who give purpose to technology, and it’s the power of purposeful technology that inspires people. We’ll help you transform your business.

As a lead consultant, I delivered specialist consulting to mid-market, government and large enterprise customers, helping them to shape, design and deliver human-led innovation.

Key capabilities:

• Strategy, innovation and design consulting

• Human-led digital transformation strategy development and execution 

• Employee, customer and stakeholder experience including design research, value proposition creation, service design, UX/UI governance, capability building in design thinking, VoC and VoE program design and evaluation.

• Leading and collaborating with internal and external design/innovation/technology consultants to deliver desirable, feasible and viable outcomes for clients, to the highest quality.

• Mentoring and guiding junior consultants and client team members in best practice design thinking methodology and methods

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In my role as National Customer Experience Manager at EML I was responsible for : 

• Driving measurable change for our customers through the establishment of EML’s customer strategy

• Leading the CX team in building the Human Centred Design capability for the organisation 

• Working collaboratively on co-designing solutions for our customers with external stakeholders and our people

• Leading the Voice of the Customer strategy, and supporting the Voice of Employee strategy in partnership with People leaders

• Establishing a Customer Innovation Centre to ensure we are constantly listening to our customers and designing solutions to improve their experience. 

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In this maternity leave contract role with BUPA I led the Experience Design team, part of the wider Customer Insights Analytics and NPS team, providing compelling, timely, actionable insights to support agile decision making and the delivery of an exceptional Bupa customer & employee experience to drive profitable, sustainable growth for the Australian & NZ Market Unit. 

Key deliverables:

• Lead the design, development and implementation of the Bupa Value Proposition – a strategic pillar of the Bupa 2020 operational plan - by working in a collaborative and agile way with Executive sponsors, project working groups, stream leads, consumers and Bupa people to deliver key signature experiences that will drive love for Bupa.

• Support the health insurance, health services and aged care business units in developing robust and best practice customer experience initiatives and programs.

• Act as a “centre of excellence” for frontline teams and operational CX practitioners throughout Bupa by best practice methodology, case studies and training materials and consistent design tools such as empathy mapping and persona development templates.

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Silver Chain Group promotes a wellness and independence approach through all areas of our organisation. Fundamental to this is the belief that everyone should be supported to be the very best that they can be. The extensive range of services delivered by the Group include domiciliary nursing, wound care clinics, home support services, palliative care, home hospital and remote health services

In this role I led a team dedicated to ensuring that the voice of the consumer actively informs decision making in key areas of the business. My main focus was to champion internally on behalf of consumers to ensure their needs and values are understood and that systems are in place to support consumer partnership through the following activities:

• Provide recommendations and expert advice on consumer partnership to ensure all levels of the organisation understand the value of consumer engagement and the consumer experience.

• Manage, lead, advise and support consumer engagement activities to ensure the consumer voice informs organisational culture, strategies, training, services, processes and policies.

• Lead, plan, develop and co-ordinate designated consumer engagement activities and make recommendations to ensure organisational projects are informed by the consumer experience.

• Act as the designated Privacy Officer for the organisation.

• Monitor best practice consumer partnership and make recommendations to ensure the organisation remains informed and relevant.

• Identify and co ordinate organisational responses to emerging trends, and assist the organisation to maintain a customer focus.

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