Customer Experience Consultant
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Hello

Hello

leader. customer experience. service design. strategy. passionate. meticulous. curious. confident. energetic. problem solver. focused.

 
 

A little bit about me…

Known as 'T'. I am originally from London and based in Sydney. I enjoy problem-solving, and I am passionate about tackling complex systems by applying simple approaches.

I am an advocate of human-centred design principles and firmly believe in placing the customer at the centre of the design process, ensuring design decisions are evidenced-based. I really enjoy talking with customers (and businesses), to identify, the what’s, the whys and the how - the psychology behind all this is something that I am curious about.

I have successfully led strategy, customer experience, user experience, and design teams in London and Sydney delivering on product design, service design, design systems, apps, web services and campaigns in industries spanning finance, automotive, telco, fashion, travel, hotels and the ones in between. I have a proven track record in delivering end-to-end solutions, from inception and strategy through to implementation.

Two notable lead customer experience roles include the digital transformation space for two of Australia's biggest brands, Optus and Qantas.

Other noted roles include leading the user experience and creative team that included Toyota Australia as a client. As the lead, toyota.com.au achieved the highest global usability score for an automotive site by international research and advisory firm Forrester Research.

Commercial successes also include the launch of News Digital’s self-service advertising platform, NewsAdds, an Australian first and large parts of the research & customer experience strategy of the Fox Sports streaming platform, Kayo Sports.

Away from the Mac, pen and paper, I seek to stay curious and challenge myself to learn new things every day. I am a bit of a sneakerhead, and enjoy documentaries, comedy, football (that's soccer to you Aussies), single malt whisky, traditional Japanese tattoo's, street art, gigs and hitting the gym to blow off some steam.

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The skills…

Human-centred design advocate
Design thinking
Problem solver
Conceptual thinker
Customer experience strategy
Leading UX and creative teams
Multi-channel digital design strategy
Identifying digital opportunities for clients
Usability testing and focus group management
Data analysis, research & evaluation
Visual and User Interface design
Mentoring
Excellent stakeholder management
Strong presentation skills
Great interpersonal skills

The tools

Pen, pencil markers, paper, notepads
Post-Its
white board
butchers paper
Apple Mac
Sketch
Studio
Invision
Axure
Keynote
Adobe Analytics
CrazyEgg
Hotjar
Askable
Optimal Workshop
Usability Hub
Lookback
UserTesting.com
Passion
…and humans (of course)… pause for breath and oh add to that, copious amounts of caffeine - that's a long black if you're asking…

 
 

The brands

Qantas Digital Direct, Qantas Loyalty, News Digital (News Corp Australia), Fox Sports (Australia), Optus, Toyota (Australia), AMP (Australia), Virgin Active (UK), Virgin Media (UK), ING Direct (UK), Mail Online (UK), Lloyds TSB (UK), Mini (UK), London2012 Olympics, Travelodge (UK) and Ted Baker (UK)... amongst others

LinkedIn profile

Find my LinkedIn profile here: https://www.linkedin.com/in/thomasshillingford/

Thanks for dropping by.