Sydney, New South Wales, Australia
I am a senior Design Operations leader at Atlassian, focused on helping design teams work with more clarity, consistency and impact at scale. My work sits at the intersection of AI transformation, design workflows, capability development and operational systems. I lead programs that shape how designers adopt AI, evolve their workflows, work closer to code, and build the skills needed for modern product development. In my current role, I have led the rollout and enablement of AI prototyping tools across a global Design organisation of 600+ people and a Product Management organisation of 500+ people. This work has included tool evaluation, rollout strategy, enablement, adoption planning, governance, stakeholder engagement and cross-functional partnership across Design, Product, Engineering, Legal, Security and Procurement. I also own and scale core design capability systems, including designer Growth Profiles, the Design Hub, AI enablement resources and global programs that support designer growth, shared ways of working and capability uplift. Earlier in my career, I led customer experience strategy, customer-led growth, Voice of Customer programs, service transformation and human-centred experience design. That foundation still shapes how I lead today: through customer insight, systems thinking, practical execution and strong cross-functional alignment. I am at my best when turning ambiguity into structure, building programs that scale, and enabling teams to do better work through clear frameworks, thoughtful tools and meaningful change.
Leading AI transformation, design workflows and operational programs across a global design organisation. My role focuses on scaling how designers work with AI, emerging prototyping tools, design systems, code-adjacent workflows and shared ways of working. Key areas of focus include: * Leading AI transformation across Design, including AI prototyping, workflow change and enablement. * Rolling out AI prototyping tools across 600+ designers and 500+ product managers. * Shaping the design toolchain and operating model for AI-enabled design work. * Scaling global programs that support designer growth, craft capability and consistent ways of working. * Owning designer Growth Profiles, the Design Hub, AI enablement resources and design capability systems. * Partnering across Design, Product, Engineering, Legal, Security and Procurement to move emerging tools from pilot to scaled adoption.
• Lead a high-performing cross-geo team of ops practitioners at Atlassian, driving best practice programs for the Design Org. • Identified and prioritised strategic opportunities within DesignOps programs, evangelising the function within the org. • Managed design workflow, talent management, and budget excellence, contributing to the growth and development of the team.
• Led multi-disciplinary teams to shape and execute engagement, CX and digital initiatives, and GTM strategies for BT Life, achieving significant improvements in customer satisfaction, advocacy and engagement in digital assets. • Spearheaded website and digital communications strategy, elevating b2c and b2b experiences through structured customer listening programs and digital experiences. • Developed a cross-functional experience model to drive a 50% increase in successful project closures.
• Developed and led the Advice and Insurance division's CX program framework, strategic vision, and design initiatives. • Delivered innovative human-to-digital operating models to enhance customer experience and expand our customer reach. • Led the A&I Voice of Customer (VoC) program, translating customer needs and behaviours into insights to drive action for the Executive Leadership Team and an ongoing experience roadmap.
• Led the strategy and design of a channel and product-agnostic Target Operating Model (TOM), driving a digital transformation strategy and enhanced omni-channel experience. • Developed a journey management operating and performance structure for the whole of the company, transitioning from traditional product silos to drive operational efficiency and customer satisfaction.
• Led the development of new processes and focus points to enhance customer experiences through service design and process re-engineering. • Managed ongoing review and reporting on customer experience and staff performance, delivering desired outcomes. • Optimised customer journeys, staff processes, and business growth strategies.
• Led the development of a CRM strategy focusing on growth, lead generation, and business workflows. • Implemented business growth processes with reporting and accountability measurements across multiple channels. • Streamlined CRM processes, resulting in improved adoption, usage, and reporting functionality.
• Managed multiple sites within the Northern Territory (NT), overseeing service standards and customer relationships to enhance customer satisfaction. • Developed and implemented a robust training plan for staff, focusing on performance optimisation and relationship management skills. • Established a cohesive team environment by addressing cultural and behavioural issues, leading to improved focus on customer experience. • Increased skill capacity within the region through org design initiatives.