Karen Lenane

Karen Lenane

Director

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Karen specialises in customer experience and service design and has a background in leading product development and customer experience teams. Her consulting expertise and industry depth stems from over six years’ professional services experience working with private and public sector clients, and over 15 years’ commercial experience leading marketing and product teams in large corporations.

Influential work

  • Led the design team for a construction client’s customer experience transformation to understand how a differentiated customer experience, enabled by new technologies, could drive distinctiveness and profitability
  • Created a strategic framework for a large Australian retailer’s digital ecosystem consolidation; recommending improvements to asset relevance, removal, modification, amalgamation and ownership redistribution
  • Delivered a customer and employee experience strategy for a cloud services provider to enable alignment of offerings and practices across multiple locations; and advised on physical site redesign to reduce operating costs
  • Identified future product, service and experience opportunities for a major Australian utility; forming the basis for branding, marketing and product development strategies
  • Led a design project for a government department providing disability services to understand clients’, families’ and workers’ preferences to inform provider selection and communicate the transfer of services to the non-government sector.

Outside of Nous

Before joining Nous, Karen was design director, experience design at McKinsey and Company. Prior to this she was design director for two design consultancies, leading and delivering design projects. Karen has held various corporate roles leading product, customer experience and marketing teams in the health, utilities, aviation and agricultural sectors. She currently sits on the Board of Blue Dot Army, a not-for-profit organisation advocating for positive change for people affected by cancer. Karen has a Bachelor of Business from RMIT.

In her spare time...

Karen enjoys yoga, overseas travel, being by the beach, making clothes and jewellery, and annual ayurvedic retreats in the south of India.