Kelly Horan

Kelly Horan

Manager, Experience Design

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Kelly is passionate about helping organisations design customer strategies and solutions that put people first. She believes customer experience is key to business success and that successful transformation programs must start with deep customer understanding, with technology coming later. With expertise in human-centred design, design thinking, and inclusive research, Kelly has supported government, private and not-for-profit clients to define new opportunities, tackle complex problems and build customer loyalty. She has worked on projects encompassing strategy, service design, digital design and implementation.

Influential work

  • Conducted user-centred research on behalf of Transport for Victoria to inform the business case for the Melbourne Airport Rail Link, with the outputs being used to support technical advice for the project
  • Identified customer needs and future opportunities for an electrical distributor, forming the basis for its revised customer strategy
  • Led research for a disability support provider to understand customer and employee value drivers as part of its NDIS transformation efforts
  • Supported a global insurer to design an improved experience for people undergoing income protection claims, in collaboration with claimants, GPs, expert stakeholders and the firm’s operations team
  • Worked with a federal department on a program of work focused on improving employee access to services through a digital one-stop shop application.

Outside of Nous

Before joining Nous, Kelly spent four years at The Customer Experience Company, an agency that specialises in human-centred design and customer-centric change. She has also worked for a mental health technology start-up and a social impact consultancy. Kelly has a Bachelor of Arts, and an Executive Master of Arts, both from The University of Melbourne.

In her spare time...

Away from the office, Kelly enjoys consuming popular culture (ranging from The Sopranos to Gogglebox), reading up on Australian politics, having a laugh with friends, and exploring Sydney.