Manager, Customer Experience Strategy and Management
Workplace Safety and Insurance Board.
I am a leader at the forefront of government transformation. Using a ground breaking Service Design approach, my team is reshaping the citizen experience and government service delivery. Using this human centred design approach, we are driving experiences that are simple, intuitive, engaging, and meet citizen's needs. Being part of regulated industry, a large part of my role is ensuring that core business needs and concerns are addressed while continuously being a citizen advocate – delivering products that hit the customer experience sweet spot between business need and customer need. As a Globally Certified Customer Experience Professional, I am tenacious in evolving the citizen experience - through a strategy that involves a seamless channel approach that combines a citizen's physical and virtual journey.
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