Business Lead Capability and Transformation Customer Experience
Bupa Australia & New Zealand is a healthcare organisation which located in Sydney, NSW.
A ‘jack of all trades, master of some’ or perhaps a ‘chameleon’, my past roles have been extremely diverse, which I used to view as my kryptonite… but I feel like as time has progressed and the business world has changed, it has become by biggest asset. We have spent most of our careers expected to have all the answers, all the solutions. “don’t come to me with a problem, come to me with a solution”. I have worked hard (on myself, and others) to unlearn this. We, as leaders do not have all of the answers, nor should we. Our people, our customers, and our teams, will have far better answers, we just need to ask the right questions, and be clear on the outcome. Using the basis of Human Centred Design to drive my leadership and my work, I facilitate the process of getting the best possible solutions for our business, our customers and our people, then testing and iterating them until we deliver on the mission we set. When I’m not involved in large scale projects to review, fix, simplify or overhaul something in the business, I lead diverse teams of people in Experience Design who use customer led design and innovation methods (e.g. HCD) to research, design, and test solutions with customers, through to a technical team of developers creating a new centralised engine for all of our product information, and rules. I need to be always fixing, solving, reviewing and iterating forward… stillness is not my thing, hence why I got a tattoo on my forearm to remind me to ‘be still’. Having such a range of roles has allowed me to understand, the impact of change on a business, its people, customers and commercials. In media, marketing and health industries, from go-to-market, product development, sales and marketing, strategy, and operations, I have experience in leading teams to achieve (often tough!) timelines and results. In all cases, it came down to having a clear mission we could all get behind, trust, and clear communication with sponsors and stakeholders. I’m attracted to good design and aesthetic, so in my down time I’m often incessantly guilt scrolling through Pinterest at pretty pictures of interior design or incredible art like advertisements, or amazing UX. Otherwise, I might be listening to podcasts, or reading about some new capability or theory I want to know more about, or planning and researching my next start up venture to see how I can test and iterate the idea.