Trisha Santhanam

Trisha Santhanam

Manager, Experience Design

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Trisha is a strategic and service designer who brings together research, data and technology to inform and create experiences that balance the achievement of customer and business goals. She has developed customer experience strategies for established multi-national brands out of Singapore and more recently, since 2018, for large organisations in Australia. She enjoys taking on interesting and complex problems and helping shape them into tangible positive outcomes.

Influential work

  • Researched an insurance product’s experience, followed by designing and testing concepts to uncover and validate opportunities for market-differentiating propositions
  • Led the design and analysis of member segmentation for a large loyalty program, forming the basis of a customer-focused organisational strategy
  • Developed a current state map of home loans for a financial institution, delivering an understanding of customer pain points and friction points in the between-products interplay
  • Conducted stakeholder research and a co-design workshop to audit operational processes for a telecommunications team and map out future ways of working, identifying opportunities to enhance efficiency and reduce risk in how the team interfaced with stakeholders
  • Shaped a loyalty program’s membership app’s experience through developing, testing and refining product and feature concepts.

Outside of Nous

Trisha’s experience prior to Nous spans a decade at renowned digital and creative agencies. Based in Singapore, she shaped and led Asia-Pacific projects for global and Fortune 500 brands. After moving to Melbourne in 2018, Trisha continued to define customer experience strategies for established Australian brands in the financial services, loyalty and retail industries.

In her spare time...

In her downtime, if not travelling, Trisha is most likely to be found curled up with a book and a coffee, out on a walk somewhere in nature, or practising or teaching yoga.