I lead experience strategy across our transport and public‑infrastructure projects, drawing on nearly two decades working in passenger experience, human‑centred service design, and organisational transformation.

My background in neuroscience shapes how I understand decision‑making and attention, and my master’s studies in organisational capability and innovation guide how I help teams move through change. I focus on how people navigate complex systems and turn those insights into strategies that lift experience, strengthen operations, and support commercial outcomes.

My strength sits in turning strategy into a clear path forward. I map how services work end‑to‑end, define the roles and decisions that matter, and build the operational foundations needed for teams to deliver with certainty.

I have worked on projects such as:

• Passenger experience strategy lead for Transdev–John Holland's bid for the Melbourne Trams franchise bid, covering accessibility, disruption journeys, and major‑event travel.

• Service strategy lead for Serco's national defence estate bid, where I shaped the integrated service experience and operating model across a large and complex defence‑estate environment.

• System‑wide voice‑of‑customer transformation for the South Australia Department of Infrastructure and Transport. I designed and delivered the enterprise VOC operating model supporting real‑time insight and continuous improvement.