Senior Service Designer and Experience Strategist
I design services and experiences for complex organisations.
My work brings together research, strategy and delivery to improve how people experience services, workplaces and organisations. I focus on the connections between people, systems, processes, environments and decisions, and turn that understanding into clear direction for change.
I have worked across government, transport, telecommunications, higher education and national weather services, leading and contributing to service design, employee experience, customer experience and organisational transformation.
View my work
What I do
Understand the whole experience
I research how people experience a service across different channels, systems, environments and stages. This helps reveal where the real problems sit, including issues that may not be visible within a single team or function.
Set a clear direction
I turn research into practical strategies, experience principles, future-state visions, journeys and service blueprints. These create a shared view of what needs to change and why.
Connect strategy with delivery
I work with teams across design, policy, technology, operations and corporate services to move from insight to action. My focus is on creating direction that is useful, realistic and connected to delivery.
Build understanding and alignment
I facilitate workshops, guide decision-making and communicate complex ideas in a way that is clear and useful for senior stakeholders, delivery teams and subject matter experts.
Selected work
VicGov Services
Creating a digital front door for employees to access government services
VicGov Services gives employees one place to find information, access People and Culture services, submit requests and track support.
The service connects self-service content, manual forms, Salesforce case management, a Support
Centre and an AI-powered virtual assistant within one coordinated employee experience.
My work includes research and synthesis, service and experience design, information architecture, stakeholder engagement, knowledge and content governance, AI-enabled self-service, delivery collaboration and product support and continuous improvement
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Connected Employee Experience
Creating a shared vision for the employee experience across government
A government-wide service design initiative exploring how employees move through connected digital, physical and organisational environments.
My work includes research, workplace behaviour patterns, experience principles, future-state journeys, service blueprints and executive storytelling.
VicTraffic
Redesigning Victoria’s trusted road information service for emergencies
Research and service design to improve how people access, understand and act on road and traffic information.
The work brought together user needs, service performance, digital channels and organisational priorities to help shape a clearer future direction.
Bureau of Meteorology
Designing trusted weather services at national scale
Research and experience design across digital weather and climate services used by a broad and diverse audience.
My work included understanding user needs, testing digital experiences and translating research into clearer services and product direction.
Experience across complex organisations
My experience spans government and public services, employee experience, transport, weather services, higher education, telecommunications and digital transformation.
I have worked with organisations including the Victorian Government, Bureau of Meteorology, Open Universities Australia and Telstra.
How I work
I am most effective in work that requires both strategic thinking and practical delivery.
I bring a human-centred perspective, but I do not look at people in isolation. I consider the systems, structures, policies, environments and relationships that shape an experience.
My role is often to help organisations see the full picture, make sense of complexity and agree on a way forward.
Let’s connect
I am interested in senior service design, experience strategy, employee experience and transformation roles where design is treated as a strategic capability.