Work

Outcomes across the brands Australians use every week

Engagements I've led at Bound, filtered by industry. Full case studies include client detail, so I share them privately on request.

From one insight to production

Every artefact traceable to the customer

Agent: Drafting the research plan
Human gate: Set intent
Lineage OutcomeClaimStoryComponentCodeLive

Illustrative example

Showing all 7 projects

Generation LifeFinancial servicesLatest

Agentic, evidence-led discovery

A traceable evidence layer for the next transformation phase

Led an agentic, human-in-the-loop research engagement with financial advisers, turning insight into clean journeys and setting up the next phase of transformation.

  • Research
  • Agentic AI
  • Service blueprinting
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NABFinancial services2026

Agentic digital sales transformation

Weeks of journey mapping and synthesis compressed into days

Leading CX strategy across digital sales journeys at the intersection of product, data and business, turning fragmented operations into a prioritised, delivery-ready roadmap.

  • CX strategy
  • Agentic AI
  • Journey mapping
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ProtechtSaaS2026

Agentic native platform transformation

~$200K incremental funding; CX made a funded capability

Combined CSAT, CES and SUPR-Q with UX/UI heuristics to pinpoint experience gaps, then institutionalised CX and handed ownership to the team.

  • CX strategy
  • Research
  • Value narrative
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WestpacFinancial services2024 – 26

UNITE: business & consumer transformation

$3M+ sustained revenue and ~20–30% less rework

Led a design squad inside a national tech simplification program across business, consumer, mortgages and cards, growing from one contributor to 5+ embedded.

  • Service design
  • Operating model
  • Design leadership
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AFLSport

Digital homepage discovery

Discovery that grew into a lasting advisory partnership

Directed research, hypothesis validation and executive playback to reimagine the homepage for new and casual fans.

  • Discovery
  • Product strategy
  • Research
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BupaHealth2022 – 24

Enterprise design system strategy

$50k engagement grown into a $1M+ multi-year program

Engagement lead across teams of up to 15, landing a governance framework and roadmap that reached ~80% completion in 12 months.

  • Design systems
  • Governance
  • Facilitation
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AGLEnergy

Login, authentication & CDR

Adaptive MFA and CDR Tranche 2 compliant experiences shipped

Led CX and DesignOps for a login and authentication refactor, balancing usability, trust and risk posture.

  • Identity & access
  • DesignOps
  • Regulation
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Earlier roles across UX, UI, brand and interactive design are on the career timeline.