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.
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.
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.