Global Speakers

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Amrita Bhattacharyya

Head of Customer Strategy and Experience Design

Suncorp Group

Topic: Service Design Success Stories: Making Strategic Design a Critical Competency for your Organizations

suncorp

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Michael Weeding

Director, Digital, Design Innovation & Growth Transformation

AMP

Topic: Service Design Success Stories: Making Strategic Design a Critical Competency for your Organizations

Michael Weeding, Director Digital at AMP, Michael is a member of the customer experience and transformation leadership team and is working to develop compelling digital solutions for all AMP customers and Adviser aligned to the group transformation strategy.

Michael has over 20 years’ experience in Digital strategy, Internet marketing and management roles across a range of industries; in global corporations and start-up companies. Prior to joining AMP he was Head of Digital for Citibank Australia.  He is an active member of the digital community within Australia and Asia and blogs regularly on all things digital.  He has a BA from UTS Sydney, an MBA from Charles Sturt University and has studied Innovation and Design at Stanford University.

AMP

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Ginger Nocom

Group Head of Change Management

Ruralco Holdings Limited - Australian Agribusiness

Topic: Panel Discussion: Ensuring Relevance and Rigour in Design to Improve Organizational Uptake

Ginger is an executive consultant and practice leader with deep experience in end to end organisational change management. With approximately 15 years of experience implementing change and culture initiatives for complex transformation projects, she has led the design, development and delivery of fit-for-purpose, cross-functional solutions for organisations, both locally and internationally.

She facilitates change and thought leadership with emerging solutions and trends to cope with continuously shifting market trends, competition, technologies, customer demands. As a leader in the field of change management and organisational culture, she fosters and develops teams and leaders. Her experience leading organisation wide programs across multiple industries has provided her with a broad experience in supporting and working with a wide customer base, with complex challenges in major transformational programs and initiatives.

Ruralco

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Meera Pankhania

Head of Service Design (Director)

Digital Transformation Agency

Topic: Championing Service Design and Creating A Design Culture in A Delivery Public Organization

Meera has over ten years of experience spread across client-side, digital agencies and consultancies and has acquired expertise in the different disciplines required to create and advocate inclusive user experience. She is the former Head of Accessibility and Usability at AbilityNet, a pan disability charity in the UK and led a talented team of UX practitioners, delivering consultancy for a wide range of clients, such as HSBC, Microsoft, Samsung and Visa.

Meera also played a leading role in delivering user experience services to the London Organising Committee of Olympic Games, ensuring a high level of accessibility and usability of the successful London 2012 Summer Olympic websites and mobile applications, taking a holistic approach to accessibility conformance and usability testing.

Outside of her professional environment, Meera enjoys traveling, photography, reading, diving and is also partial to a little competitive sporting.

Digital Transformation Agency

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Leandro Garma

General Manager Business Design – Core Mobility, Applications, Managed Services and IoT

Telstra

Topic: Co-creating Services: Telstra Designing with Customers, For Customers

Leandro Gama is a design evangelist. Embedding design values and philosophy across organisations is an integral part of my role and my life. He does that by demonstrating the benefits of human-centred design through direct engagement with Telstra enterprise customers, facilitating internal training sessions for various stakeholder groups, and by mentoring staff across multiple levels on design skills and execution.

telstra

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Selena Griffith

Senior Lecturer: Design Thinking, Innovation and Entrepreneurship

The Centre for Social Impact

Topic: Embedding Design Thinking and Shifting How Your Organization Runs

Selena Griffith is an experienced Design Thinker and entrepreneur. She is currently seconded into UNSW Engineering as The Scientia Experience Manager where she facilitates innovation, entrepreneurship and cross-disciplinary collaboration. She also works in the Faculty of Business, as a Senior Lecturer in the Centre for Social Impact where she teachers Social Innovation and Design for Social Impact. As a Senior Lecturer of Design Studies at UNSW Art and Design she coordinated courses in Design Management and Practice, Idenity, Branding, Sustainability, Whole Systems Design and Cross Disciplinary Collaboration for Innovation. Originally qualifying for a Bachelor of Industrial Design, Honors, Selena has worked as a Design Manager in a variety of contexts from in-house to international consultancy and in her own consultancy.

Griffith researches in Design Management, Sustainability, Collaboration, Social Innovation, Futures and Education. Her interest in creating positive futures through transformative design thinking as led her to produce tools and methods to assist with the development of innovation, collaboration and design thinking skills. Selena is very interested in how organisations can most effectively utilise design thinking to deliver more sustainable products and services. Co-creation and nexus – where people from different backgrounds and professions come together in collaborations that result in innovation or new perceptions has fascinates Griffith and she not only researches in this area but has also developed courses to teach the skills needed to run multidisciplinary creative collaborations.

Griffith was awarded a Global Future Leaders Award from the World Human Resources Development Congress in 2011 and has been accepted into the highly competitive Buckminster Fuller Institute’s Catalyst Program for her work on The Island Innovation Lab.

The Centre for Social Impact

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Robert Homberger

Experience Design Director

ANZ

Topic: Panel Discussion: Is Service Design Best Done In-House or Outsourced?

Robert Homberger has worked in Innovation, Strategic Research and Design for the last 13 years. He has deep experience in a variety of industries and consulted many large companies from CBA, ANZ, Telstra, David Jones, TAL, Luxottica to KFC and Bayer. After spending the first part of his career in agencies, he helped set up the Human-Centred Design team at CBA, leading key projects and building Design Thinking capability across the organisation. Recently he moved to ANZ leading a team of Service Designers who work in the new agile business structure. Rob is an expert in human behaviour, complex problem-solving and designing collaboratively in large organizations.

ANZ

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Rohit Mandanna

Customer Centric Program Leader

Office of Environment and Heritage

Topic: Delivering Positive Customer Experiences Through User-centered Service Design

Rohit is a senior leader with over 18 years’ experience in strategy, customer experience and innovation, across Financial Services, Consumer goods and Government. Rohit is driven by curiosity and passionate about solving problems that truly make a difference to the lives of customers and communities.

He is currently leading the Customer Centric Program for the Office of Environment & Heritage, responsible for Customer Experience, Innovation and Digital strategy. Prior to his current role, Rohit spent 10 years at AMP, and in his last role there was the Head of Business Growth and Performance, responsible for driving customer centred growth.

Rohit has a Master’s in International Business from Melbourne University, an MBA from the Australian Graduate School of Management, is a Design Thinking practitioner and a Certified Practising Marketer (CPM) from the Australian Marketing Institute.

Office of Environment and Heritage

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Lydia Crawford-Pope

Project Manager, Service Design

Uniting Communities

Topic: Case Study: How to Personalize Services for Diverse communities to Overcome Service Delivery Challenges

Uniting Communities

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Stuart Partridge

Head of Design

Service Victoria

Service Victoria

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Katrina Macdermid

Director

KayJayEm Services

Topic: Human-Centered & ITIL Service Design

Katrina Macdermid is an ITIL4 Global Ambassador, Author and Creator of an innovative framework; Human Centred ITIL Service Design. Holding the revered certification of ITIL Masters, Katrina has a solid background in designing and implementing innovative IT operating  and support models that puts the customer experience at the heart of all ITIL processes.  Katrina has been responsible for the successful implementation of key strategic programs and design thinking service management frameworks of Australia’s largest and iconic global organisations.  Katrina is a well-known speaker and lecturer on Human Centred ITIL Service Design, speaking frequently at conferences on the subject.

Katrina’s framework integrates the “human experience” of IT Service Management.  The framework focuses on needs, environment, motivations and perhaps most importantly, the desire to of users; shifting the design of IT Services from features and functions to a focus on customers and customer outcomes.

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Michael Karavas

Director, STP Design Lead

Australian Taxation Office

Topic: Data-driven Design: How Big Data & Analytics Will Empower the Future of Customer Experience and Service for NAB

Michael is a Director with the ATO; his current role is in design and implementation of the Single Touch Payroll program. Michael has over 25 years’ experience in tax administration with most of the last 20 years focusing on the implementation on new Government initiatives including the Minerals Resource Rent Tax, Tax Consolidations as well as working on the ATO Change Program. For the previous two years Michael was seconded to the Treasury where he was the policy lead on the development of Single Touch Payroll.

Michael chairs the Single Touch Payroll Design Working Group which works collaboratively with a broad range of industry stakeholders on Single Touch Payroll design issues.

Australian Taxation Office

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Octavia Maddox

Senior Member Experience Manager

Woolworths Group

Topic: Woolworths Case Study: Designing Inclusive Customer Experiences for All Segments of Your Audience

Octavia is an expert in user experience design, service design, business analysis, and SharePoint solution design.

Always ready to have a debate, Octavia is sure to be passionate, loud and creative. She is an old skool designer, and new age business analyst who learnt from her early design days at the tax office that design is so much more than button placement and colour selection. Most recently, Octavia has led the design of AMP’s multi-million dollar collaboration platform.

Completing a Master in Technology (Business Systems Design and Management) has provided Octavia with the academic view of complex system design. She has been designing for, creating with, and learning all about the web since 2000. With a niche skillset that merges SharePoint technical architecture with user experience design, she is able to deliver unique and innovative experiences that truly harness opportunities across the all layers of design.

Octavia hopes to make the world a better place by helping all people realise their inner designer, one focus shift at a time.

woolworths

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Tom Ryan

Director, Digital Transformation

NSW Department of Finance, Services and Innovation

Topic: Service NSW Case Study: Co-Design: A Powerful Force for Creativity and Collaboration with Public Service Users

NSW Department of Finance, Services and Innovation

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Shawn Wilkey

Director - Service Systems Reform

Department of Premier and Cabinet

Topic: Roundtable Discussion: Service Design Tools to Supercharge Your Service Design Game

Department of Premier and Cabinet

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Tobias Robinson

Design Lead Customer Journey

Westpac Institutional Bank

Topic: Moving Between Complicated and Complex – How Articulating “Value” in Different Environments Can Help Large Organizations and B2B Corporates Make Impact

Currently leading the design and research stream for a complicated and complex variety of customers in Westpac Institutional Bank’s Customer Journey Lab Tobias is advocating for a variety of sophisticated customer and partner needs.

Tobias believes that design is a force for positive change, and is interested in how we can better approach the complex problems facing the world today to create a better future for people and our environment.

Tobias has experience in large scale architectural projects, financial services and airlines experiences. Most recently he has worked with a travel IT services providers to improve traditional approaches to designing and implementing new services to their partner airlines.

His approach to Human Centred Design and the world is informed by his experience as an architect, university educator and human being.

Westpac

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Ben Crothers

Principal Design Strategist

Atlassian

Topic: Customer Journey Mapping: What to Do When They Don’t Work

Ben Crothers has been in the digital industry from when Netscape ruled the web, and putting ‘Under Construction’ banners on websites was seen as the right thing to do. During this time, he has accrued a wealth of experience in brand, customer research, design, development and strategy across a diverse range of organisations including Vodafone and Telstra, Bendigo Bank, Resmed, and the Australian Human Rights Commission. He is currently Principal Design Strategist at Australian software company Atlassian, where he trains and coaches in design practice (including service design), and facilitates strategic workshops.

Ben combines Design Thinking practice with sketching and visualization techniques, to explore problems, explain concepts, and envision new experiences more effectively. He is currently one of the judges for Good Design Awards Australia, and author of “Presto Sketching: The Magic of Simple Drawing for Brilliant Product Thinking and Design” and “Draw in 4!”.

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