WHO I WORK WITH & WHAT I DO

My work focuses on growth, retention, engagement, and transformation, helping service-based organisations build experience-led, customer-first strategies.

I’m currently expanding this work to explore care-driven strategy, leadership, and service transformation. If you’re interested, sign up for updates on my upcoming newsletter.

Areas of expertise

I offer strategic leadership and structured consulting in:

Customer Experience & Retention | Innovation & Insights | Digital Strategy & Transformation | Customer & Employee Engagement | Change & Transformation Strategy

You can work with me in:

  1. Consulting sprints: For organisations needing focused, high-impact intervention.

  2. Fractional Leadership: For organisations needing ongoing leadership without hiring a full-time executive. I embed within leadership teams to build strategy, set up teams, and drive execution.

Client Outcomes

Over the last two decades, I’ve worked with leading health, tech, human services, NFPs, and universities on transformation and strategy. Clients include Atlassian, Accenture, Qantas, Red Cross, ANZ, the Australian Tax Office, Digital Transformation Office, Yourtown, Australian Super, and The Forrester Foundation.

Typical outcomes of my work:

  • Customer Experience & Retention – Stronger relationships, higher retention, and seamless service.

  • Innovation & Insights – Growth through research-driven strategy and innovation.

  • Digital Transformation – Improved self-service, automation, and frictionless experiences.

  • Customer & Employee Engagement – Aligned culture, brand trust, and advocacy.

  • Change & Transformation – Lasting, structured change for long-term success.

What clients say about working with me

“Lena is an exceptional strategist and storyteller who is highly skilled in leading human-centred transformation and change processes. In our time together she led several complex and sensitive consulting projects in a challenging policy environment and succeeded with acclaim, including winning several awards for her and her team’s work. Her work goes deep and challenges assumptions, which ultimately leads to transformational outcomes. She is authentic, direct, and fun to work with and establishes trust quickly with leaders, her team, and stakeholders. I recommend Lena highly if you are seeking to embark on human-centred design, community engagement or applied research projects.”

Robert Setter, Chief Executive at Queensland Public Service Commission

“Lena was a wonderful collaborator. Her contributions to the project in all aspects (thinking, doing, relating, leading etc.) were valuable and commendable. She goes about it in the right way (open minded, adaptable and fun). An experienced complex systems thinker that we can't wait to have back!”

Alex Thorneycroft, Head of Service Design, Australian Super

“This work is a stunning example of design applied to a service and should be awarded at the highest level.”

Good Design Awards Jury

“Amazing. Thank you. What incredible work this is. It’s amazing to think how this will shape an incredible service offering for young people in Australia.”

Client, CIO, National NGO

“The way that you worked with our youngest students was just amazing. It has been such a valuable experience of learning for them, and all of us, really. ”

Client, Department of Education

”The way that you approached the research for this project, it has led us to fundamentally rethink how we engage with communities going forward.”

Client, Department of Premier and Cabinet

“Your approach was so thorough and surprising to us, and highly effective. We’ve now hired two qualitative researchers on the back of it, to keep the good work going!”

Client, Children’s Health Queensland

“This is a completely fresh approach to looking at a well-known problem. Your insights have been invaluable to finding new solutions going forward.”

Client, Executive Director, Department of Environment