… or Eri for short. My work creates a shared understanding of customer needs and problems to help teams collaborate and develop better products and services. I have managed programs, led teams, and been hands-on in service design, product development, UX, digital design, customer research, and design thinking projects across industries including telecommunications, finance, and not-for-profit.
Thanks for spending some time here.
Dec 2020 – Present
THE ICONIC is an online fashion, kidswear, beauty, and sports retailer.
Uniting NSW & ACT
Head of Customer Experience
Jun 2018 – Jun 2020
Uniting is the not-for-profit services arm of Uniting Church delivering 550 services to ~48k people across aged-care, retirement living, disability and community services.
Design manager and lead across research, innovation, and product development projects
Jan 2014 – Jun 2018
Projects highlights included the development of the hybrid modem, NBN+ Digital Transformation, and field research for network usage, and safety and security
Senior Customer Experience Consultant
Mar 2012 – Dec 2013
Clients included Expedia, Toyota, ING Direct, NBN Co, Bauer Media, and Commonwealth Bank.
Experience Architect (Customer experience research and strategy)
Nov 2009 – Feb 2012
Clients included Foxtel, Network 10, Westpac Group, St George, and Rabo Bank.
Daemon Internet Consultants
Producer (UX design and production)
Aug 2006 – Oct 2009
Clients included BlueScope Steel, The Australian Olympic Committee, The Tax Institute of Australia, Australian Museum, UNSW, Salvage Sale (USA), Mayo Clinic (USA).
Graphic and web designer
Oct 2003 – Aug 2006
Clients included Labor Council of New South Wales and Recollections Homewares.
Any views expressed here are mine and in no way, unless specified reflect the views or opinions of my employer.
All content and original images on this blog are available under a Creative Commons attribution licence. If anything here inspires you enough for you to use it please kindly reference the source with a link back, and let me know in the comments or on Twitter.