Resume

Senior Service Designer and Experience Strategist
I am a senior service designer with experience leading complex, human-centred transformation work across government and large organisations.
My work connects research, strategy and delivery to improve employee, customer and citizen experiences. I specialise in understanding complex service ecosystems, defining future-state experiences and helping organisations translate insight into practical change.
My experience includes employee and workplace transformation, government services, transport, weather and environmental information, higher education and telecommunications.
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Professional experience
Senior Service Designer
Department of Government Services, Victorian Government
(September 2024 – current)
I currently contribute to government-wide employee experience, workplace and shared-service initiatives.
My work includes leading research and service design for VicGov Services, a single digital front door connecting employee information, self-service, support and case management. I also developed the Connected Employee Experience vision and framework, which provides a strategic direction for improving end-to-end employee experiences across digital services, physical workplaces, systems and organisational processes.
My contribution has included:
•Research, synthesis and delivery support
•Connected employee experience vision and framework 
•Service design and service blueprinting
•AI-enabled self-service coupled with knowledge and content governance
•Stakeholder engagement
•Executive communication and storytelling
Senior Experience Designer and Team Lead
Department of Transport and Planning, Victorian Government
(February 2022 – August 2024)
I led customer experience strategy and user experience work across transport and road-information services.
My major project was the redevelopment of VicTraffic, Victoria’s official source for current road closure and disruption information. The work connected research with the public, emergency services, councils and transport stakeholders to the design of the website, Progressive Web App and the Roads Incident Database behind the service.
My contribution included:
•Customer, stakeholder and emergency management research and engagement
•Mindset personas, journey mapping and service design
•Benchmark study design
•Council onboarding and training
•UX lead and people manager
•UX coach and junior designer mentor
•Research ops and studio set-up
Senior Experience Designer and Experience Design Lead
Bureau of Meteorology
(February 2016 – January 2022)
I worked across public weather services, water information, climate services, emergency management and specialist tools used by forecasters and operational teams.
My projects included the Murray–Darling Basin Water Information Portal, BOM Weather app, Public Weather Discovery, Public Safety research, the Tropical Cyclone 7-Day Outlook and national situational-awareness initiatives.
My contribution included:
•National customer research
•Research leadership and mentoring
•Archetypes and design principles
•Journey and service mapping
•Concept development and usability testing
•Stakeholder engagement
•Cross-functional delivery
Earlier experience
NAB
(December 2015  to January 2016)
I completed a short-term engagement supporting the redesign of a digital home-loan application. My contribution focused on improving the structure, clarity and usability of the application experience.
Telstra
(September 2015 to November 2015)
I contributed to visual identity and communication design for the Telstra Design Practice.
This work strengthened my experience in communicating design methods, activities and capability within a large organisation.
Open Universities Australia
(August 2012 to August 2015)
I worked across UX, interface design and digital communication supporting prospective and current students as they explored courses, compared study options and made decisions about education.
This experience gave me a strong understanding of student journeys, digital decision-making and the higher education environment.
Core capabilities
•Service design
•Employee and workplace experience
•Customer and citizen experience
•Human-centred research
•Research synthesis
•Journey mapping
•Service blueprinting
•Behavioural archetypes
•Experience principles
•Future-state vision
•Service strategy
•Information architecture
•Workshop facilitation
•Stakeholder engagement
•Executive communication
•Visual storytelling
•AI-enabled service design
•Content and knowledge governance
•Continuous improvement
•Design capability building
Education and professional development 
Professional development 
Marketing Insights and Analytics
RMIT Online, 2024 
A short course in online marketing campaigns and data analytics, Search Engine Marketing (SEM) and Search Engine Optimisation (SEO)
Life Coaching (Level 1+2)
The Coaching Institute, 2017 – 2019
Activities and societies: Foundations of Coaching
Foundations of MetaDynamics
Advanced Skills in Coaching
UX Research Course
Tractor Design School, 2016 
Working on one main project over six weeks, gaining insight into different research and data analysis techniques and applying these to journey mapping and persona development.

Selected UX Courses
General Assembly, 2014-2015
•Wireframe & Axure
•Personas
•Lean UX

Formal education 
Graduate Diploma in Graphic Design with Distinction, Graphic Design
RMIT University, 2006 – 2008
Graduated with High Distinction in Graphic Design. Created a pop-up portfolio.

Certificate in Desktop Publishing, Desktop Publishing College
WIFI Graz, 1996 – 1997
Desktop Publishing Course with focus on Graphic Design and Layout

Karl Franzens University
Graz, Austria, 1993 – 1996
English and German studies
Download my resume
The downloadable resume provides my full employment history, qualifications and detailed project experience.
[Download PDF resume]
Let’s connect
I am interested in senior service design, employee experience, experience strategy and transformation roles where I can influence direction and help organisations improve complex services.
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