Kate is a strategic and service design practitioner with more than 25 years’ experience leading the design and delivery of digital products, services and transformation programs across Australian and global markets. She combines senior leadership with hands-on delivery experience from both agency and client-side environments, working with blue-chip organisations across multiple industries to create customer-centred products and service ecosystems that deliver measurable business value.
Her work spans digital transformation, global brand experience, digital sales channels and payments innovation. Kate has led initiatives that establish new revenue streams, optimise payments and conversion, and design seamless omni-channel experiences across digital platforms and physical retail environments. She specialises in translating strategy into operational reality, embedding digital capabilities into organisations and delivering experiences that work for customers, teams and businesses.
Kate applies human-centred design and ethnographic research methods to navigate complex challenges and uncover deeper customer and market insights. This approach informs the creation of commercially viable, operationally feasible and highly desirable customer value propositions.
Recent industry recognition includes:
🏆 NAB’s Merchant Services team won RFI’s 2026 Global Australian Banking & Finance Award – Most Recommended Merchant Services (Major Bank) based on large-scale customer survey insights and real-world behaviour.
🏆🏆 NAB Portal Pay – Canstar 2025 Innovation Excellence Award and The Digital Banker 2025 Best SME Payments Innovation Award.
In 2023 Kate completed a PhD at RMIT University’s School of Architecture and Urban Design. Her research, The Archaeology of Service Design, contributes a framework for designing heritage services in collaboration with places, institutions and local communities. The work introduces interdisciplinary methods to service design and encourages more critical, inclusive and ethical approaches to heritage narratives.
Kate’s practice is underpinned by an Art History degree, a Master of Design Futures, and extensive experience designing and delivering digital strategies, products and services in the UK and Australia. She brings a versatile toolkit and a collaborative approach to working across the full software and service development lifecycle.