Designing a how Spark Designs

Co-authored the Spark Customer Experience Framework (CXFW) which is a scaled design process to ensure multidisciplinary teams ideate and align on quality customer solutions which resulted in 40% development savings across the business.

Facilitated over 100 workshops in one year that evangelised and aligned solutions teams to a single customer framework, demonstrated design process activities and tools, or co-designed with clients and customers to create business opportunities.

Upskilled the organisation in design facilitation of human centred design practice, customer solution design using design thinking, and customer experience innovation techniques.

Fostered a CX Community to work together to build a customer obsessed culture to improve customer experiences across all channels. For example, built the Spark CX design activities workbook, a guide for running customer solving workshops and coached colleagues in CX and design thinking activities, workshop exercises, and tools.