Services
I work with service-based organisations that want to get better at how they serve, listen to, and grow with the people they exist for. I can help you accelerate your:
Customer Experience & Growth
Design journeys that build trust, loyalty, and long-term value.
Innovation & Digital Strategy
Shape products and services through customer insight and practical innovation.
Engagement & Transformation
Align culture, brand, and operations for lasting, human-centred change.
How you can work with me
I work with people leading change inside complex organisations, including:
Executives and transformation leads looking for clear direction and momentum
CX, Product, Digital, and Service leaders building better experiences and systems
Founders and senior leaders growing purpose-led businesses or reinventing what’s next
Cross-functional teams working on innovation, experience, or culture change
My Services
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1:1 coaching packages for senior leaders navigating complexity, change, or purpose-driven transformation.
Focused on clear thinking, strategic clarity, and leadership that aligns values with impact.
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Targeted engagements to unlock growth, solve complex challenges, or design new experiences—delivered with clarity and speed.
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Executive-level support without the full-time hire. I embed within teams to set strategy, build capability, and lead delivery from within.
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I support a select number of values-aligned organisations in an advisory capacity. Please reach out for a chat if that’s something you are considering.
Clients
I’ve worked with organisations and teams of all sizes, from global SaaS giants to small NFP incubators and government reform PMOs, including:
Atlassian, Accenture Song, Qantas, Red Cross, ANZ, the ATO, Digital Transformation Office, Yourtown, AustralianSuper, Telstra, Queensland Health, Camp Australia / Allegro, ahm, Medibank, SunCorp, Department of Finance and many more
A few words from past clients
“Lena is an exceptional strategist and leader who is highly skilled in leading human-centred transformation and change processes. In our time working together she led several complex and sensitive 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 and customer engagement or applied innovation 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.”
Juror,
Good Design Awards
“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.”
Helen, 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.”
Christina, Program Lead,
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!”