I am a versatile digital customer experience and product design leader with a unique combination of design, product, and engineering expertise. Specialising in operations and delivery enablement, I act as a cross-disciplinary force multiplier bridging design, product, engineering, and marketing teams. With a commercial mindset and a customer-first approach, I leverage qualitative and quantitative data to uncover actionable insights, optimise customer journeys, and drive measurable business outcomes in fast-paced enterprise environments..

SiteMinder

2022 - Present, Sydney

SiteMinder is an ASX-listed hotel commerce SaaS platform powering tens of thousands of accommodation providers globally. Directed digital experience operations, tooling governance, and capability frameworks, managing a distributed team of 14–22 specialists across Australia, the Philippines, and Estonia.

• Product-Led Growth & Redesign: Spearheaded the rapid redesign of the platform homepage to streamline daily workflows and accelerate product adoption (+17.4% relative increase across key metrics in phase 1).

• Customer Onboarding Transformation: Co-led a cross-functional CX overhaul of customer onboarding, introducing touchless self-service, automation, and AI workflows to accelerate time-to-value and lift conversion.

• Operating Model & Delivery: Member of the Product Leadership Team; partnered with PM and Engineering leads to align cross-portfolio delivery standards and continuous improvement cadences.

• OpEx & Vendor Governance: Administered $100k+ AUD tooling and research budget, slashing platform costs by 79% (research stack migration to Lyssna) and 33% (Figma enterprise restructuring).

• Applied AI & Tooling: Built custom data connectors, internal operational tools, and AI prototyping environments, doubling self-reported prototyping velocity while embedding strict AI governance.

Designit

2019 - 2022, Sydney

Designit is a global strategic innovation firm owned by Wipro.

As a Director in the Sydney office, I managed complex digital transformation challenges and product innovation strategies for top-tier enterprise clients, driving B2B and B2C product development lifecycles.

Enterprise Strategic Advisory: Partnered with executive stakeholders at premier global accounts—including Qantas, ANZ, Woodside, and the Victorian Department of Health—to design high-impact B2B/B2C digital products and value propositions.

Multi-Site Operations: Directed design strategy and studio operations, expanding and leading a high-performance cross-office team of 13+ multidisciplinary design practitioners across Sydney and Melbourne.

Commonwealth Bank

2013 - 2018, Sydney

Commonwealth Bank of Australia (CBA) is Australia’s largest bank, with a formidable reputation for excellence in digital customer experience.

As an Executive Manager (Digital Experience) I led digital experience strategy and execution across Wealth (B2C) and Business (B2B) digital portfolios with a combined annual delivery budget of ~$24M AUD.

Cross-Functional Delivery Scale: Coordinated 17 embedded delivery specialists across 12 concurrent Agile scrum teams, contributing to the successful release of 25+ major digital products and platform features.

Market-Leading Impact: Oversaw insight-led contribution to development of market-defining enterprise assets, including Australia's #1 mobile banking application (CommBank App) and #1 consumer online banking portal (NetBank).

Leadership Progression: Advanced through progressively senior management roles (Lead practitioner, Senior Manager), driving scalable operational strategies and cross-team execution across a complex, highly regulated digital portfolio.

Previous employers

1996 - 2013, Sydney & London

I began my career as a software engineer, focusing on early web development as the industry emerged. Over several years, my technical path shifted toward Information Architecture and digital product strategy, which paved the way for the director-level leadership and operations roles I hold today. This foundational background ensures my approach to delivery remains practical and technically grounded. More details are available on request.