I have over fifteen years experience in the field of Customer Experience, Digital and Data, and Innovation. I have consulted to organisations in this capacity as a Partner at Deloitte (ten years) and then at Microsoft. I have consulted at Executive level across Corporate, Public Sector and NFP. I have worked with organisations in Insurance, Health, Education, Transport and Finance to re-imagine the life experience for vulnerable participants.
The nature of my work includes:
What makes Jenny unique
I thrive in ambiguity - I started my consulting career in the dotcom era, where business models were being turned on their heads (still are), and there was no playbook to inform the way forward. Helping organisations see through the ambiguity to seize new opportunities is my heritage.
I advocate for what I call active strategy. Involving the customer and the organisation in the conversation, defining concepts, testing prototypes - all geared toward a more market ready and market aligned strategy.
I work with the head and the heart. As a leader myself, I have learnt that change is more emotion than logical. So I take Leaders out of the Steering Committee and into the Design Room to align their hearts on Purpose and Vision, and to gain their collective commitment to the leadership journey.
Empowering Independence in those with a Disability – Insurance
Designing a future experience to revolutionise the way those with a disability accessed products, received carer support, and managed self-care in the home. From VR technology for visualising home fit-outs, to simplified product packaging for online ordering, to digi-data insights for empowering carers. All with the goal of improving quality of life, levels of independence and connectedness to society.
Lifting the Quality of Life for Diabetic Patients – Health
Redesigning the end to-end health experience of Diabetic Patients - from the design of the device, to the integration of health services, to the digital support networks for education and collaboration. All based on a blend of ethnographic research, social analytics and health network data analytics. Then, helping the Company to apply a new set of operating principles to support the implementation of this customer centric approach.
Instilling pride back in the lives of New to Country Citizens - Banking
Assessing the current experience, identifying pain points, and recommending improvements to product and credit policies, physical and digital services, communications and community networking processes for new to country citizens. Applying ethnographic research and data analytics to identify improvements and deepen banking relationships.
Providing children with a safe way to ask for help - Startup
Facilitated a 12- hour hackathon incorporating Customer Experience designers, Digital Developers, Finance Analysts, Marketers, and Scrum Masters to take an idea from concept to low fidelity prototype and initial business case. All with the goal of getting kids support, sooner. Our work helped the Entrepreneur with the Pitch to raise initial funds for investment.
Revitalising the Spirit of Donations to help those in need - Charities
Redesigning the digital experience for Donor Giving for a Charity helping disadvantaged kids; defining donor personas, articulating their distinct needs, and shaping a relationship model to support sustainable giving.
Using analytics to profile donor behaviours for a Charity serving Jewish Holocaust Survivors. Using the insights to improve the engagement model - tailoring communications, connecting like-hearted donors, redesigning events. As a result creating a network effect of sustained giving.
Aligning Leadership to a brave new vision for Aged Care Services
Facilitating a two-day Leadership Alignment workshop to restate the purpose and vision for this organisation. One that would seek to embrace a “whole of life” approach to the experience for aged care citizens and the carers caring for them. Shaping the core shifts that would need to take place operationally, culturally and as a Leadership Team to enable this.