Case Studies
Shipped work, not assertions.
What it looks like when you build AI-native operations inside a real institution, from strategy through working infrastructure.
Design Leadership · AI Ops · Strategy
AI-Native Design Operations
The Problem
How do you embed AI into a design function inside a risk-averse institution, without breaking governance, trust, or team morale?
The Approach
Built agent infrastructure, knowledge systems, and an AI-native operating model, deployed at the University of Melbourne across 50,000+ students and 10,000+ staff.
What Changed
Automated meeting intelligence over a multi-year personal archive. Self-healing AI agent infrastructure. A design governance framework adopted across the division.
10 min read
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Product Strategy · CX · Design Leadership
Flybuys CX Transformation
Built the 5-year product and CX vision for Australia's largest loyalty program, spanning Coles, Kmart, Target, Bunnings, Officeworks, Velocity, and OnePass.
6 min read
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Product Management · Government · Accessibility
WorkSafe Victoria Digital Portal
Product managed the $5M Digital Portal program, regulated identity verification, multi-vendor coordination, and accessible service delivery for injured workers.
5 min read
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Product Transformation · UX · Financial Services
AustralianSuper Member Experience
Led a 2-year product transformation, enabled member self-service, redesigned core journeys, and measurably reduced call volume at Australia's largest super fund.
6 min read
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Consulting · Design Strategy · Capability Building
Deloitte Digital · Design & Product Leadership
Senior Manager leading experience design and product strategy across government and enterprise clients for a decade. Built design capability inside client organisations, not just delivering artefacts but transferring practice.
5 min read
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