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Work Background
ThoughtworksPrincipal Advisor – Strategy, CX & Digital Operating Models
Sep. 2021 - Oct. 2025I advised executives across APAC on strategy, CX and digital operating models that unlocked customer value, accelerated growth, and harnessed data and AI to drive transformation at scale.
Specialisations:
• Transformation and operating model design for digital product and platform organisations
• CX and Digital strategy frameworks that enabled organisational alignment and accelerated growth
• Leadership enablement across product, CX, technology and delivery functions
• Strategy-to-execution pathways that turned enterprise ambitions into measurable outcomes
• Capability-led prioritisation anchored by customer-centricity, data, and lean decision-making mental models
Select Achievements:
• Designed and orchestrated a CX-led operating model transformation, enabling growth and improved experiences
• Directed discovery and product strategy to accelerate digital growth
• Shaped go-to-market strategies, including data and AI-enabled offerings
• Built value propositions and business cases for platform modernisation and enterprise transformation
• Guided shifts from project to product, embedding customer-centricity and composable architecture
• Delivered executive advisory on value-driven delivery frameworks that enhanced organisational maturity and accelerated measurable outcomes
Stakeholder Partnerships:
CPO, CCO, CTO, CTrO, MD, GM Digital, Product & Technology Directors, Heads of UX & Design, Principal Product Managers, Solution Architects
IAGSenior Manager — Platform Modernisation & Transformation
Mar. 2020 - Sep. 2021Sydney, New South Wales, AustraliaAs a senior leader within IAG’s Technology & Operations group, I was accountable for the strategic leadership and delivery of platform modernisation efforts as part of a multi-million dollar and multi-year transformation program. I led the transition from legacy mainframe systems to a cloud-based Guidewire PolicyCenter platform — a critical enabler of operational transformation and customer-centric service delivery. Key Responsibilities & Achievements: • Led platform modernisation and product ownership for Guidewire PolicyCenter, shaping the platform vision and driving phased delivery across a five-year transformation roadmap
• Developed and socialised a 2–3 year strategic outlook, aligning technology and operational delivery with customer value, enterprise goals, and governance best practices
• Built and led a cross-functional team of 80+, including Product Owners, Practice Leads, Delivery Managers, Engineers, BAs and QA specialists — fostering a high-performance culture with a growth mindset
• Drove agile delivery excellence, embedding continuous improvement, delivery flow, and strong team engagement practices
• Established strategic partnerships with key consulting firms to uplift Guidewire capability and ensure high-quality solution design aligned to business outcomes
• Championed conscious leadership, supporting team wellbeing, removing delivery barriers, and fostering alignment to purpose and outcomes This role deepened my capability in leading large-scale platform transformation, embedding agile ways of working at scale, and orchestrating change across complex enterprise environments.
UBankHead of Strategic Planning & Change
Apr. 2019 - Mar. 2020North Sydney, New South Wales, AustraliaAs Head of Strategic Planning & Change, I was a member of the senior leadership team at UBank, reporting to the C-suite and driving the end-to-end strategy, governance, and delivery frameworks that enabled our digital transformation vision. I led cross-functional capabilities including Program Management, Change Management, PMO, and Agile practices — with a focus on enabling empowered teams, delivering customer and business value, and embedding high performance across the organisation. Key Responsibilities & Achievements: • Created and drove UBank’s digital strategy roadmap, aligning cross-functional delivery with strategic priorities and preparing board-level communications for the NAB Executive Leadership Team
• Led and uplifted enterprise delivery practices across program and change management, with full accountability for delivery transparency and decision-making governance
• Headed the PMO function, overseeing business case development, procurement, investment planning, and enterprise-wide prioritisation
• Enabled and coached high-performing Scrum and specialist teams to deliver exceptional customer experiences and contribute to UBank’s growth ambitions
• Optimised the operating rhythm of the Digital team, empowering teams to own risk, quality, and delivery outcomes
• Embedded “Winning @ UBank” – the organisation’s strategic performance framework – and championed a culture of continuous improvement and purpose-driven leadership This role reinforced my passion for leading adaptive change, cultivating team autonomy, and aligning strategy execution with high-value customer and business outcomes.
UBankSenior Manager — Experience Design & Product Delivery
Dec. 2017 - Apr. 2019North Sydney, New South Wales, AustraliaAs a senior leader within UBank’s Digital & Innovation team, I was responsible for building and coaching high-performing teams focused on delivering intuitive, customer-led digital experiences. Reporting directly to the CIO, I played a pivotal role in uplifting product delivery, human-centred design practices, and agile maturity across the organisation. Key Responsibilities & Achievements: • Managed a portfolio of strategic initiatives in collaboration with executives, product and technology leads, change managers, and subject matter experts
• Led the creation of a high-performing Human-Centred Design (HCD) and product delivery capability — embedding CX/UX best practice across teams
• Developed lean business cases and delivery frameworks that aligned with agile practices, customer needs, and financial oversight
• Established and led a dedicated Change Management function focused on adoption, enablement, and benefits realisation
• Supported team wellbeing and performance through conscious leadership — removing blockers, providing clarity, and championing purpose
• Partnered with technology and delivery leaders to uplift agile capability and evolve DevOps practices
• Led cross-functional teams of 50+ specialists focused on the end-to-end service blueprint and delivery of customer-first products This role sharpened my ability to balance delivery leadership with design thinking, agile coaching, and organisational enablement — all in service of creating meaningful customer outcomes.
Yahoo7Head of Product & Technology Delivery
May. 2015 - Dec. 2017The Rocks, New South Wales, AustraliaReporting to the CTO and CPO, I led agile product delivery across Yahoo7’s product and engineering functions — accountable for building delivery capability, embedding agile practices, and enabling high-performing cross-functional teams. Key Responsibilities & Achievements: • Led and managed a team of Scrum Masters and a PMO Coordinator, championing agile adoption across product and technology teams
• Designed and implemented a scalable PMO and delivery framework — including executive alignment, governance, tooling, and performance reporting
• Uplifted agile delivery maturity by coaching teams on Scrum and other agile techniques to foster collaboration and accelerate value delivery
• Oversaw project portfolio management including business case development, executive reporting, and end-to-end delivery accountability
• Led cross-functional delivery teams comprising Product Owners, Designers, Engineers, Testers, and Scrum Masters through successful feature launches and continuous delivery
• Directed workforce planning and resource allocation across product and technology teams to optimise delivery flow, reduce bottlenecks, and improve support for production systems This role cemented my passion for delivery excellence, lean governance, and building the conditions for empowered teams to thrive in dynamic, customer-driven environments.
MCI SolutionsStrategic Delivery Consultant (Contract)
Dec. 2014 - May. 2015Sydney, New South Wales, AustraliaContracting via my own consultancy, I partnered with MCI Solutions to shape their eLearning product strategy and establish scalable delivery frameworks. Reporting to the Chief Digital Design Officer, I played a dual role across program design and instructional content development — focused on aligning executive vision, enabling operational delivery, and improving the learner experience. Key Responsibilities & Achievements: • Developed a business case and visual strategy narrative to secure executive sponsorship for a refreshed eLearning product roadmap
• Designed a delivery governance framework and program plan outlining delivery phases, timings, and costing to guide product managers and instructional designers
• Standardised content development processes and documentation to support scalable, high-quality learning product delivery
• Designed government-compliant learning experiences for project management students — aligning content to learner needs, competency frameworks, and education standards
• Applied human-centred design principles to improve course engagement and learning outcomes This engagement enabled me to integrate strategy, delivery design, and learner experience into a cohesive solution — helping MCI scale product capability and deliver more effective, value-driven education offerings.
ipSCAPEHead of Delivery & Professional Services
Aug. 2012 - Nov. 2014North Sydney, New South Wales, AustraliaAs Head of Delivery & Professional Services, I was responsible for leading solution delivery, client onboarding, and professional services across ipSCAPE’s SaaS contact centre platform. Reporting to the COO, I built and led the PMO function, uplifted governance practices, and directed a cross-functional team delivering value to enterprise clients across Australia and international markets. Key Responsibilities & Achievements: • Established and led a PMO framework focused on governance, delivery assurance, and scalable processes — improving quality, consistency, and transparency across the project portfolio
• Owned financial management for the professional services function, including departmental P&L, forecasting, capacity planning, and portfolio ROI
• Led a high-performing team of 7 (project managers, solution architects, and a trainer), with a focus on capability development, coaching, and team engagement
• Oversaw delivery of a diverse portfolio of customer implementations — from standard onboarding to complex, multi-region solutions — ensuring alignment to time, cost, and scope commitments
• Partnered with Product, R&D and Operations leaders as part of the Product Committee, contributing to roadmap planning, sprint reviews, and customer-centric product evolution
• Initially joined as a Senior Project Manager, successfully delivering multiple concurrent client projects across global regions and establishing credibility through on-time, on-budget outcomes This role deepened my expertise in enterprise SaaS delivery, PMO leadership, and cross-functional collaboration — laying the foundation for my work in operating model uplift and transformation leadership in future roles.
Wotif.comHead of Product — Flights, Activities & Packages
Apr. 2011 - Jun. 2012Sydney, New South Wales, AustraliaAs Head of Product for the Flights and Activities portfolio across Wotif Group (including Wotif.com, Lastminute.com.au, Travel.com.au, and GoDo.com.au), I led the product strategy, program delivery, and cross-functional team execution. Reporting to the CIO, I was accountable for the end-to-end performance of key digital products and platforms — balancing commercial outcomes with customer needs and agile delivery excellence. Key Responsibilities & Achievements: • Defined and executed the product strategy for the Flights, Activities & Packages business unit — aligning customer insight, platform capability, and commercial growth
• Led a multidisciplinary team of 12 across product, delivery, UX, and engineering — fostering a high-performing, collaborative culture
• Owned the end-to-end agile delivery process, including backlog management, sprint planning, stakeholder engagement, and team coaching
• Ensured product development met customer needs while maintaining quality, speed-to-market, and return on investment
• Drove continuous improvement across delivery tools, team practices, and stakeholder communication
• Championed a balanced approach to business requirements, customer experience, and technical feasibility This role strengthened my leadership in digital product strategy and agile delivery — and further cemented my belief in empowered teams, customer-centric product development, and value-led transformation.
Fairfax MediaHead of Product — Classifieds eCommerce Channels
Jan. 2008 - Dec. 2010Sydney, New South Wales, AustraliaAs Head of Product within Fairfax Media’s Classifieds division, I was responsible for leading product strategy, channel optimisation, and customer experience across key eCommerce platforms — including Domain, Drive, MyCareer, The Sydney Morning Herald and The Age. I began as a Senior Product Manager and was promoted to Head of Product, reporting to the Director of Product and leading a team focused on digital growth and self-service innovation. Key Responsibilities & Achievements: • Owned the product strategy and performance of Fairfax’s online classifieds channels — with a focus on revenue generation, self-service optimisation, and user experience
• Led a team of 3 across product development and delivery, overseeing day-to-day execution, longer-term strategic planning, and performance tracking
• Delivered enhancements across key platforms that improved conversion, customer satisfaction, and operational efficiency
• Acted as a key liaison across editorial, commercial, and technology stakeholders to align product initiatives with business and audience goals
• Prioritised a user-first approach — championing quality UX design and customer-driven enhancements
• Managed the roadmap and performance of multi-site digital products in a fast-paced, competitive environment Innovation Highlight: • Selected as a finalist in the 2010 Fairfax Digital Incubator Program, one of four chosen from over 20 teams
• Developed and pitched a full business case — including elevator pitch, product strategy, go-to-market plan, financials, and risk mitigation — to Fairfax’s CEO, CFO, COO and Corporate Development leaders
• Recognised for entrepreneurial thinking, innovation leadership, and strategic acumen in digital product development This role cemented the foundations of my product leadership journey — giving me the opportunity to shape digital strategies, grow high-performing teams, and deliver innovative, customer-led experiences in a highly competitive media landscape.
Fairfax MediaProduct Manager — Online Real Estate (Domain)
Apr. 2005 - Dec. 2007Sydney, New South Wales, AustraliaAs Product Manager within Fairfax Digital’s Online Real Estate Classifieds division, I managed a portfolio of digital products including Domain’s Self-Service Channel, Business Listings, and Commercial Real Estate. My core responsibility was to design and deliver best-in-class, market-leading experiences for property seekers and advertisers — with a strong focus on usability, innovation, and commercial growth. Key Responsibilities & Achievements: • Led the end-to-end product lifecycle across multiple digital property platforms, from strategy and roadmap development to go-to-market and continuous improvement
• Collaborated with cross-functional teams across sales, technology, design and editorial to ensure product initiatives aligned with user needs and business objectives
• Conducted competitive research, customer analysis, and stakeholder engagement to drive product innovation and differentiation
• Delivered the successful implementation of a new Salesforce CRM system and integrated business processes — enabling better management of customer data, automated CSAT tracking, and cross-team visibility into the sales pipeline, acquisition insights, and customer satisfaction
• Provided executive stakeholders with improved reporting and analytics to support decision-making and performance measurement This role was instrumental in shaping my product leadership mindset — where innovation, customer insight, and collaboration come together to drive impactful, data-informed digital solutions.
TelstraProduct Marketing Manager (Contract)
Aug. 2003 - Feb. 2004Sydney, New South Wales, AustraliaContracting within Telstra’s Product & Marketing division, I reported to the SME Marketing Director and was responsible for managing and optimising direct marketing campaigns across a suite of telecommunications products for small to medium business customers. Key Responsibilities & Achievements: • Planned, executed and analysed direct marketing initiatives aimed at improving product uptake and customer engagement
• Collaborated with product managers and sales teams to tailor offers, messaging, and campaign timing to targeted customer segments
• Provided performance reporting and optimisation recommendations to improve campaign ROI and market penetration This role gave me early exposure to customer segmentation, campaign effectiveness, and performance-based product marketing — laying the foundations for my later work in customer value creation and growth strategy.
Fairfax DigitalProduct Manager — Membership & Email Products
May. 2001 - Jul. 2003Sydney, New South Wales, AustraliaAs part of the centralised Marketing team at Fairfax Digital, I was responsible for developing and executing product and marketing initiatives focused on audience engagement, membership growth, and revenue enablement. Reporting to the Marketing Director, my remit included both product development and campaign delivery across digital communication channels. Key Responsibilities & Achievements: • Led the development and optimisation of membership and email-based products across Fairfax Digital platforms
• Created marketing strategies aimed at increasing customer loyalty, retention, and subscription-based revenue
• Worked cross-functionally with editorial, product, and commercial teams to align campaign messaging with audience behaviours and business goals
• Delivered data-led campaign improvements and enhancements to customer segmentation and targeting
• Contributed to early experimentation with digital engagement models in a pre-social media landscape This role grounded my understanding of audience-led product development and digital engagement — sparking my long-term focus on customer-centric value creation through product and platform innovation.
Fairfax DigitalBusiness Analyst — Technology Division
Feb. 2000 - Apr. 2001Sydney, New South Wales, AustraliaMy journey into the world of product, digital, and technology began here — working as a Business Analyst in the Technology division of Fairfax Digital, reporting to the CTO. In this role, I worked cross-functionally with Product, Marketing, IT, and Program teams to bridge the gap between business needs and technology outcomes. My focus was on improving the accuracy and efficiency of customer-related business processes and ensuring technology initiatives aligned with strategic objectives and delivered tangible business value. Key Responsibilities & Achievements: • Partnered with cross-functional stakeholders to analyse business processes and translate requirements into technical solutions
• Contributed to early digital initiatives, enhancing customer journeys and operational effectiveness
• Supported solution scoping and business case development across a range of digital transformation efforts
• Built strong working relationships across product, marketing, and technology — a theme that has remained central throughout my career This was the role that sparked my passion for solving complex problems at the intersection of business, customer, and technology — and laid the foundation for a career spent driving transformation and meaningful impact.
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