Sydney, New South Wales, Australia
I'm a CX strategist and customer insights specialist with 10+ years' experience helping organisations turn feedback into action, and complexity into clarity. My work sits at the intersection of research, strategy, and experience design. I’ve built and scaled VoC programs, redesigned end-to-end journeys, and helped leadership teams use customer insight to make better decisions. Whether it's reframing an underperforming NPS program or mapping a service experience from scratch, I focus on outcomes: less churn, better engagement, smarter strategy. I thrive in fast-moving, purpose-led environments where the customer experience is seen as a driver of business performance, not just a buzzword. I bring a systems-thinking mindset, strong stakeholder engagement skills, and a love for getting things done. What I do best: • VoC program strategy & design • Customer & user journey mapping • Insight-to-strategy translation • Service blueprinting & CX frameworks • Executive storytelling & influence • NPS, CSAT, churn & retention strategies • SaaS, B2B & complex service environments I’m always looking to connect with others solving meaningful problems in the CX, design, and insights space. Reach out if you want to collaborate or need someone to help you make sense of the noise.
Freelancer specialising in CX/CI/VoC strategy, design and delivery