Highly innovative and creative experience consultant with over 15 years of experience providing integrated and diverse product and strategic solutions to a diverse range of companies.
Hi, I’m
DANIELLE OLIVIER
STRATEGIC UX AND PRODUCT CONSULTANT
ATHENS, GREECE
Summary
Overview
14
years of professional experience
11
years of post-secondary education
2
Certifications
Work History
PushpayAuckland
Senior UX/Experience Design & Research Lead
10.2023 - 08.2024
Job overview
- Leading experience vision and driving world-class delivery for core product areas and UX team
- Owning and communicating UX/Research and Experience roadmap, relevant to user and business outcomes
- Utilised a variety of UX research methodologies (including leveraging AI) to conduct and produce qualitative/quantitative data geared to enhancing, growth, stickiness and usage of product suite
- Responsible for conducting and performing iterative user testing as well as design synthesis and implementation relative to core products and designs
- Developed product jobs to be done and implemented core design system requirements across multiple products within the Pushpay suite
- Responsible for creating, collaborating and overseeing core design/user flows for several products within the Pushpay product suite
- Managed a team of 3 New Zealand UX designers and coordinating 10 UX designers in the U.S.A
- Enabling the performance of UX team members through performance frameworks (reviews, goal setting, PDPs), coaching/mentoring, preparing them for increased seniority, and contributing into promotion and compensation reviews
- Modelling lean, collaborative, insights-driven approach and through partnering with product and engineering leaders to set collaborative culture
- Increase UX maturity through embedding improvements to self-organising practices, norms and structure/ops; quality product design is consistent, and a reflection of good process and practice
- Prioritising customer value and retention through identifying UX problem spaces and opportunities; partner with product and engineering leaders to evaluate and plan
- Conducted testing to diagnose system faults.i
- Mentored junior researchers towards professional growth and skill enhancement.
- Collaborated with product teams to incorporate user insights into designs.
- Advocated for the user throughout the product development cycle.
- Developed new techniques for better understanding of users' needs and expectations.
- Synthesised large amounts of data into meaningful themes, driving actionable recommendations.
- Translated complex data sets into clear insights through compelling visualisations and narratives.
- Facilitated usability studies, highlighting key areas for improvement.
- Drove innovation by regularly introducing fresh perspectives into user experience design strategies.
- Maintained a strong knowledge base of industry trends and latest methodologies in UX research.
- Performed continuous competitive analysis to keep abreast with market trends.
- Conducted comprehensive user research to inform UX design and strategy.
- Directly impacted overall product satisfaction by effectively identifying pain points through rigorous testing protocols.
- Led team of UX researchers, ensuring high-quality output.
- Facilitated staff training, resulting in better customer service.
- Supervised project timelines for timely completion.
- Championed user-centric approach to design, enhanced customer satisfaction levels.
- Negotiated contracts with suppliers, reduced operational costs.
- Delivered training sessions to sales teams, increased understanding of product features and benefits.
- Conducted competitor analysis to identify market opportunities.
- Translated complex technical information into easily comprehensible language for non-technical stakeholders.
Tourism Northern Territory
Senior Experience Designer
01.2023 - 10.2023
Job overview
- Lead Experience Architect- Responsible for the architecture, planning and delivery of Tourism Northern Territories core strategic objectives across design, content and product
- Tourism Northern Territory required a new strategic approach to better serve their tourist customers
- Acting as a client partner to the TNT team of 6, collaborated to determine key requirements
- Developed core research proposals and requirements for initial research
- Conducted core discovery research and synthesised outputs to create core department briefs to determine required insights and customer needs that would inform the discovery and strategic process for the brand and how to best serve their customer needs
- Conducted audits to core designs across website, CRM, app and email to determine gaps and research requirements
- Leveraged core quantitative data across product suite to inform and qualify information from quantitative research
- Worked with key stakeholders to leverage current insights within the business to determine a grading system of priorities for the business in a traffic light/ phased approach
- Created customer journey maps which involved stakeholder and customer interviews and workshops to develop 6 core audience journeys for the brand
- Leveraged service design methodology through workshops to co create prototypes for a new application, website product extension and logged in state
- Developed core Discovery and Strategic decks and presented these insights and findings to the key business stakeholders within the business
- Formulated key design requirements and roadmaps for the implementation phase of this project
- Co - created core designs and requirements across product (email/ web/ app) and worked with designers to implement core iterations to the user flows or create new user flows
- Successfully implemented an integrated personalisation and nurture driven design process and eco-system across the business that was customer led
CommbankSydney
Senior CX Consultant
01.2022 - 07.2022
Job overview
- LEAD Experience Consultant responsible for re-imagining kids finance education for Commbank called KIT( This replaced the in-school banking scheme)
- Acted as a client partner to core business stakeholders to determine key business requirements and outcomes for the project post covid
- Reframed and resigned research requirements, performed research studies and produced core outcomes to validate the relevancy and need for this product
- Leading internal design and experience team (CX/UX/SD/Research) to develop design and user flows for the core application and web product
- Implementing core research studies and applying synthesised findings in an iterative manner as the project progressed, each time providing value and insight for core design teams
- Instrumental in providing an MVP to core Commbank stakeholders for development and launch approval
Adobe PalloNZ
Lead Experience Strategist
01.2021 - 08.2021
Job overview
- Senior Experience ARCHITECT for newly created PALLO software SAAS product
- Responsible for scoping and running core research and strategic workstreams for the purpose of developing an MVP to present to investors for the Pallo FINANCE product suite
- Working with the founding team on a finance and tax startup for the US; building out teams in product, design, research, and strategy across UK, US, and New Zealand
- Leading a team of 3 founders to develop a brand identity, internal company mission, objective and manifesto for their service startup, formulating and walking them through this step by step to help develop design and online collateral for their business
- Creating a project plan spanning, research, strategy, brand strategy, design and testing of a prototype
- Conducting iterative user testing and applying several research methodologies across the USA/EUROPE and UK for the purpose of creating and refining core product functionalities
- Managing design teams to develop, low to high fidelity prototypes for testing and interpreting research results for the design teams to implement
- Writing departmental briefs internally for the company to disseminate research and findings
- Utilising UX, Design Thinking Techniques to develop their prototype and online UX strategy
- Creating customer journeys for the main user journeys for the prototype application
- Acted as a client partner to the business founders liaising and reporting on core processes, functions and project milestones within the business
- Creating a business case for investors to assist the founders in pitching for funding which included data and quantitative testing and results of analysis of their prototype with real users
- Interactive and conducting service design workshops with real users and analysing results
- Creating and managing team of 5 designers, 3 project managers
GoogleSydney
Lead Experience Strategist
12.2019 - 03.2020
Job overview
- Senior Experience strategist working in repositioning the Google Education arm of the business
- Leading a team of 15 internal and external experience design stakeholders across 4 continents
- Scoping and conducting core iterative research in an agile environment to develop core requirements for repositioning
- Utilising a combination of qualitative and quantitative research techniques to determine core research outcomes
- Synthesising research into core themes and applying this to aspects of the project
- Implementing research outcomes across the Education product for the purpose of improving awareness, adoption and driving uptake in current users
- Leading core project outcomes from a UX, CX, Service Design and Strategic level
- Creating and delivering weekly reports, day to client management, and bi monthly presentations to inform and update clients within Google according to their strict protocols
- Involved in auditing, researching, and developing CX journeys, phasing out old courses and systems, and reintroducing a revised logo and concept to a very protective and loyal audience group worldwide
- Worked with a series of cross functional teams within Australia and the US across, design, product design, service design, marketing, and systems
Accenture/Spotify/FitbitLondon
Senior Experience Strategist
02.2019 - 09.2019
Job overview
- Company Overview: IPG AGENCY
- Acting as the key strategic and client point of contact for three of the world's leading brands across EMEA as a strategic experience partner
- Establishing and developing client relationships and key stakeholder relationships across core areas of the business (Sales, Marketing, UX, Design and Research)
- Core function was to develop the high level experience strategies for brand portfolio and implement these across different markets
- Utilised research to formulate core strategic direction, plans and projects for the year which produced several key product initiatives (both in expanding on existing product and creating new product opportunities)
- Managed the core research teams to conduct and synthesise core research to validate key design and product decisions
- Managed million pound/euro budgets and liaised with clients on how to spend this budget and where budget allocation should go for core product, research and design initiatives
- KEY STANDOUTS: Spotify- successfully built on the foundation of Spotify wrapped by delivering a new and improved version, backed by core user data and personalised insights
- Fitbit- Overhauled their business strategy and focussed on leveraging core user data to deliver an optimised personalised experience across their core wearable product categories whilst delivering valuable usage insights to increase marketability and influence sales techniques
- IPG AGENCY
INGSydney
Senior Experience Lead
01.2018 - 07.2018
Job overview
- 6-month business transformation experience design project
- Leading a team of 5 experience designers
- Designed and led a key workshop across the accounts team within the high savings sector to unlock current research conducted across the spending/saving customer data that had been conducted for the purpose of the workshop
- Leading a workshop with 25 plus banking seniors and having their needs and concerns heard and met
- Interpreting the findings of highly complex banking data for the purpose of improving customer experience, unlocking new services, and delivering value adds for their clients
- Creating reports and workshop notes that were clear, concise, and easily shared across client teams
- Delivered strategic reports and analysis as to a strategic approach and next steps for how this research can be used in each of the client teams and future agencies
Education
University of Canterbury
Bachelor of Commerce
01.2006 - 01.2011
University Overview
University of Canterbury
Bachelor of Arts
01.2006 - 01.2011
University Overview
MIAMI AD SCHOOL- SYDNEY
Strategic Planner Bootcamp
01.2014 - 01.2015
University Overview
Bachelor Marketing & Strategy from Psychology & Political Science
University Overview
Copenhagen
Service Design MBA
University Overview
Skills
- QUALTRICS
Establishing interpersonal relationships
Strategic planning
Communication skills
Rapport building
Complaint handling and resolution
Multilingual
Calm under pressure
Writing reports and proposals
Project planning and coordination
Researching
Marketing
Team leadership and motivation
Custom Section
Custom Section
- Senior UX/Experience Design & Research Lead, Pushpay, Auckland, New Zealand, 10/01/23, Present, Leading experience vision and driving world-class delivery for core product areas and UX team.
- Senior Experience Designer, Tourism Northern Territory, 01/01/23, 10/31/23, Lead Experience Architect- Responsible for the architecture, planning and delivery of Tourism Northern Territories core strategic objectives across design, content and product.
- Lead Experience Strategist, Adobe Pallo, NZ, 01/01/21, 08/31/21, Senior Experience Architect for newly created Pallo software SAAS product.
- Lead Experience Strategist, Google, Sydney, 12/01/19, 03/31/20, Lead Experience Strategist for repositioning the Google Education arm of the business.
- Senior CX Consultant, Commbank, Sydney, 01/01/22, 07/31/22, Lead Experience Consultant responsible for re-imagining kids finance education for Commbank.
- Senior Experience Strategist, Accenture/Spotify/Fitbit, London, 02/01/19, 09/30/19, Acting as the key strategic and client point of contact for three of the world's leading brands across EMEA.
- Senior Experience Lead, ING, Sydney, 01/01/18, 07/31/18, 6-month business transformation experience design project.
Languages
English
Native
Afrikaans
Native
Dutch
Intermediate
Greek
Intermediate
Certification
Product Management Certificati
Interests
Learning Languages, Chess, Problem Solving, Hiking and Dancing
Timeline
Product Management Certificati
07-2024
Senior UX/Experience Design & Research Lead
Pushpay
10.2023 - 08.2024
Senior Experience Designer
Tourism Northern Territory
01.2023 - 10.2023
Senior CX Consultant
Commbank
01.2022 - 07.2022
Lead Experience Strategist
Adobe Pallo
01.2021 - 08.2021
Lead Experience Strategist
Google
12.2019 - 03.2020
Senior Experience Strategist
Accenture/Spotify/Fitbit
02.2019 - 09.2019
Senior Experience Lead
ING
01.2018 - 07.2018
Miami Ad School: Strategic Planning Secondment
06-2017
MIAMI AD SCHOOL- SYDNEY
Strategic Planner Bootcamp
01.2014 - 01.2015
University of Canterbury
Bachelor of Commerce
01.2006 - 01.2011
University of Canterbury
Bachelor of Arts
01.2006 - 01.2011
Bachelor Marketing & Strategy from Psychology & Political Science
Copenhagen
Service Design MBA