Experience
2024 — Now
2024 — Now
United States
As a Principal Product Designer at Five9, I aid the evolution of the company’s enterprise design ecosystem — driving the intersection of design, strategy, and technology to power next-generation Agent, AI and automation experiences. Partnering closely with C-suite and cross-functional leaders, I translate complex business goals into elegant, scalable, and accessible products that strengthen Five9’s position as a global Customer Experience (CX) leader.
✨ Selected Achievements & Impact
🎯 Secured a $100M annual, multi-year enterprise contract by aligning platform capabilities with client requirements and leading deep collaboration between Product, Engineering, and Design teams.
🤝 Won another $100M enterprise deal by driving innovative, cross-functional design solutions that exceeded customer expectations and set a new standard for client partnership.
⚡ Accelerated time-to-ship for design and engineering teams through accessibility-driven enhancements to the Five9 Design System, ensuring rapid, consistent, and compliant product releases.
2020 — 2024
2020 — 2024
San Ramon, California, United States
After Five9 acquired Inference Solutions, I transitioned into a leadership role as Lead Product Designer, serving as the founding design leader responsible for defining the end-to-end vision, strategy, and execution of the Five9 Intelligent Virtual Agent (IVA) platform. Partnering directly with the CEO, CTO, and a team of 40+ engineers, I transformed complex AI technology into intuitive, enterprise-ready experiences that redefined usability standards and set the foundation for scalable design excellence across the organization.
✨ Selected Achievements & Impact
🎯 Led end-to-end product vision and execution as the founding and sole designer, collaborating across executive and engineering teams to deliver innovative, high-impact design outcomes.
⚡ Reduced agent-solution development time by 10× through design of an AI-powered automation tool that streamlined solution migration between enterprise accounts—eliminating manual work and minimizing human error.
💰 Cut customer-service costs by 40% for CCaaS clients by leading the full redesign of the Intelligent Virtual Agent platform, automating common inquiries and reducing dependency on human support agents.
2013 — 2020
Melbourne, Australia
As Head of Design at Inference Solutions, I led the end-to-end design vision, strategy, and execution for a pioneering Conversational AI platform that transformed enterprise communication. My work established the design foundation and product excellence that directly contributed to the company’s $200M acquisition by Five9, Inc. I built and mentored a high-performing design team known for craftsmanship, fostering a culture of experimentation, innovation, and continuous improvement that elevated both product quality and delivery velocity.
✨ Selected Achievements & Impact
⚡ Accelerated global product release velocity by architecting a lightweight, modular design system that reduced time-to-ship, streamlined engineering collaboration, and ensured accessibility and design consistency.
🔍 Validated and de-risked critical product decisions through hands-on research with 30+ enterprise customers, uncovering key usability insights that shaped product roadmap priorities and improved satisfaction metrics.
🎯 Unified cross-functional teams by guiding end-to-end product vision and execution across a 40+ engineer organization, aligning stakeholders and delivering elegant, scalable design solutions that fueled business growth.
2008 — 2013
Adelaide, South Australia, Australia
At Medibank, I led the design and delivery of evidence-based workplace health and rehabilitation programs aimed at improving employee well-being, enhancing productivity, and reducing organizational risk. Collaborating closely with HR leaders, medical professionals, and executives, I translated behavioral science insights into scalable wellness and return-to-work strategies that reshaped company culture and fostered long-term organizational resilience.
✨ Selected Achievements & Impact
📈 Increased employee retention by 30% by developing data-driven rehabilitation programs that aligned job functions with individual capacity—accelerating recovery and reintegration for employees with health conditions.
💪 Boosted workforce productivity and reduced absenteeism by 50% through co-designed wellness initiatives that promoted physical health, mental well-being, and proactive prevention strategies.
🏥 Elevated engagement and reduced workplace incidents by leading company-wide training sessions for managers and HR teams, promoting evidence-based health management and proactive wellness practices.
Education
Flinders University
Bachelor's degree
2005 — 2007