Megan Crawford

Megan Crawford

Senior Customer Experience Designer

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Megan is an advocate for the customer and passionate about using human-centred design to understand and design for customer needs. As a qualified service designer, Megan is adept at using ethnographic research to uncover actionable insights that inform service improvements. She has delivered projects across multiple complex service systems in both the public and education sectors. She is a strong believer in the power of design principles to increase collaboration, innovation and community outcomes in the public sector.

Influential work

  • Established a New South Wales (NSW) Public Sector Customer Experience and Design Community of Practice to build sector capability, cross-agency collaboration and a customer-centred culture
  • Developed the multi-year strategy and service improvements for a $500M revenue service using a human-centered and co-design approach, increasing customer satisfaction and compliance
  • Co-designed the concept for a recruitment and induction program with the senior management and executive of a freight airline to increase employee engagement and safety practices
  • Led the end-to-end design of improvements to compliance activities; including through co-design, prototyping and testing; leading to three approved business cases to improve the customer journey
  • Facilitated a series of workshops with project and change managers to develop a comprehensive change management plan for a business-wide transformation program.

Outside of Nous

Megan has over six years’ experience in service management and design roles. She managed customer experience teams at Macquarie University before moving into public sector roles. In the NSW public sector Megan held project, design and management positions; and led sector-wide transformation projects, helping establish a design centre of excellence for an agency and delivered multiple complex service design projects.

Megan most recently completed a Certificate in Service Design through Academy Xi, focusing on strategic and operational service design. She holds a Bachelor of Arts (human resources management and international Communications) from Macquarie University and is a qualified business analyst.

In her spare time...

In winter, you will find Megan hitting the ski slopes. Besides snow sports, she enjoys spending time outdoors, travelling and relaxing with a good book.