I help organisations perform better by shaping how employees work and how customers experience the business.
Human-Centred Business Improvement & Transformation
My work sits at the intersection of human-centred design, business improvement and organisational behaviour. I specialise in simplifying complexity, uncovering root causes of performance issues, and translating insight into practical, measurable change — shaping how employees work and how customers experience the business.
Over 20+ years, I’ve partnered with organisations across government, telecommunications, financial services, superannuation, SaaS, healthcare, retail and e-commerce to solve problems that sit across people, processes, and systems. My strength is bridging strategy and execution — from mapping system-wide ecosystems to guiding multidisciplinary teams through discovery, research, and delivery.
What I do best is make work work better — for customers, employees and leaders.
Typical focus areas include:
– diagnosing friction, duplication and misalignment
– shaping ways of working and service operations
– aligning teams around shared understanding and decision clarity
– improving customer and employee experience using behavioural insight
– designing processes that reduce effort and improve outcomes
– helping organisations focus on high-impact improvements, not cosmetic change
My approach blends evidence, empathy and systems thinking. I bring together methods from human-centred design, business analysis, behavioural insight and organisational change to create a holistic view of what’s really happening inside a business and how to improve it.
I’ve applied this approach across national digital identity programs (myGov, Verifiable Credentials, Trust Exchange), procurement transformation (Singtel/Optus), lifecycle experience uplift (Aware Super), and complex operating model and service-design environments. Across all contexts, the goal is the same: clarity, alignment and meaningful, human-centred performance improvement.
I am particularly passionate about building capability, strengthening decision-making, and designing environments where people can do their best work. I believe customer experience is the clearest window into a business — it reveals operational gaps, behavioural patterns and opportunities for improvement. And better customer experience always begins with better internal experience.
Get in touch — For consulting, collaboration or speaking, connect on LinkedIn.