Driving AI-native product design across tax and accounting experiences — translating ambiguous financial workflows into 0→1 product concepts, validated design solutions, and measurable revenue and customer outcomes.

• Launched a new AI-powered QuickBooks tax feature by leading concept, validation, design execution & release, doubling upsell CTR and helping customers identify more than $1,500 in average additional tax deductions.↗
• Raised the bar for design craft and product quality for a new AI tax estimate QuickBooks feature by simplifying design and resolving calculation errors.↗
• Aligned cross-functional teams on the vision for AI-powered tax by leading ideation, AI-powered prototyping & securing stakeholder buy-in.
• Shaped a $1B+ AI venture concept during a 6-month secondment by translating ambiguity into testable product concepts, prototyping high-value workflows, and securing executive investment consideration.↗
• Unlocked $2M in Y1 tax-filing upsell revenue by designing & shipping an AI-powered workflow for pass-through tax entities.
• Raised design craft org-wide by creating a design-for-delight workshop series, earning NPS scores above 88.
• Co-authored a patent application with engineering partners, advancing AI accuracy for product innovation.

Directed product design strategy, team leadership, and scalable design practices across payments, monetization, onboarding, and cross-platform mobile and web experiences.

• Launched two monetization features by leading product design strategy and aligning cross-functional teams around differentiation & MVP scope.↗
• Lifted registration rate 5% & cut onboarding/KYC costs 9% by analyzing funnel performance and redesigning the user flow.↗
• Unlocked monetization opportunities by leading qual & quant research and translating insights into UX strategy & differentiated product experiences.↗
• Grew & led a design team of 7, then sustained velocity through a 50% headcount cut by reshaping roles & coaching designers into expanded scopes.
• Modernized agile design operations & migrated tooling to the cloud, enabling faster delivery cycles and full-remote collaboration across distributed teams.

Orchestrated customer experience, product strategy, and service design engagements for enterprise clients translating complex user journeys and stakeholder needs into validated concepts, adoption roadmaps, and scalable experience solutions.

• Launched new Lexus On Demand service by spearheading customer research,MVP service design, testing, and business modeling while securing executive & franchisee alignment.
• Aligned Google Allo's APAC teams on an adoption-unlock roadmap by leading an audit of blockers & defining a unified plan across marcoms, UX & product.
• Contributed to a 42% lift in incremental account openings at Australia's top bank by researching blockers in retirement savings & facilitating cross-functional ideation.
• Built a shared vision for NSW Department of Education's "app marketplace" platform by leading teams & leaders through a 1-day design workshop.
• Grew consulting team skills & productivity by standardizing consulting methodology, delivering training & coaching.

Guided UX strategy and digital product delivery across mobile and web audio experiences, aligning large stakeholder groups around design-led transformation, experimentation, and measurable audience growth.

• Drove 52% YoY growth in daily active users by leading & shipping audio-on-demand product strategy across mobile & web (Good Design Award).
• Achieved 100% executive endorsement of a new online strategy by leading 80+ stakeholders through a design-led process.
• De-risked innovative audio-on-demand product investments with lean MVPs, experiments & prototypes.
• Coached 6 designers and product owners across digital strategy & design execution, expanding team capability & improving productivity.

Orchestrated innovation, customer experience, and service design initiatives across banking, insurance, and digital product engagements, using co-design, prototyping, research, and team leadership to improve product outcomes and reduce delivery risk.

• Produced an award-winning Tier 2 bank trading website design by applying co-design methods and guiding the team (AIMIA Amber Award 2009).
• Drove a 230% uplift in Tier 2 bank mortgage leads by defining new CX and contact-centre engagement tools that improved lead-generation pathways.
• Cut Tier 1 bank branch-redesign validation cost/time by 73% via full-scale CX prototyping before major capital investment.
• Accelerated a new auto-insurance service launch for a Tier 1 retailer by iteratively testing the subscription form, cutting iteration time by 77%.
• Increased productivity of a team of up to 9 by mentoring designers, redefining research execution processes & leading change management.