Summary
Overview
Work History
Education
Skills
Professional Certificates & Devlopment
Accomplishments
Core Competencies
Timeline
Generic
Bronwyn Orsatti

Bronwyn Orsatti

Summary

Strategic design leader, change facilitator, and human-centred innovation practitioner with over two decades of experience in digital transformation, travel, telecommunications, government, consulting, and media sectors. Expertise in fostering cross-functional collaboration, guiding strategic alignment, and enabling adaptive leadership. Currently leading capability and innovation development within SBS's Streaming & Digital Products division. Skilled at creating systemic impact through the integration of strategy, human insight, and emerging practices.

Overview

30
30
years of professional experience

Work History

Teaching Assistant

IDEOU
01.2024 - Current
  • Teaching Assistants (TA) foster safe and inclusive learning environments, actively engage with learners and support their growth, facilitate meaningful live moments, and collaborate with the course team to design and deliver excellent learning experiences.
  • Support global learners in human-centred design, strategy, and innovation courses through cohort-based online learning experiences.
  • Facilitate inclusive, psychologically safe learning environments and peer engagement in platforms such as NovoEd and Zoom.
  • Design and lead weekly Community Conversations, guiding reflection, collaboration, and mindset growth.
  • Provide feedback on assignments, respond to learner questions, and curate top stories to support engagement and satisfaction.
  • Collaborate closely with IDEO U course teams and contribute to continuous learning improvements, experimental pedagogies, and content enhancements.
  • Operate across time zones, offering coaching and facilitation in a digitally fluent, high-trust environment aligned with IDEO U’s values of creativity, belonging, and resilience.

Capabilities and Innovation Manager

Special Broadcasting Service (SBS)
01.2024 - Current
  • Lead capability development and innovation strategy for the Streaming & Digital Products (SDP) division.
  • Design and oversee capability frameworks that align strategic intent with operational needs.
  • Facilitate innovation events including hackathons, workshops, and capability labs.
  • Build internal ecosystems for creative experimentation and human-centred capability growth.
  • Oversee training programs, third-party vendors, and skill development initiatives.
  • Drive innovation culture and performance metrics across SDP.

Digital Portfolio Manager

Special Broadcasting Service
05.2016 - 06.2024
  • Led portfolio initiatives across SBS On Demand, SBS Apps, and digital platforms.
  • Directed major strategic programs including the Digital Ad Insertion (DAI) Implementation, Program Fusion, and Future Digital Architecture.
  • Chaired and facilitated steering committees with Directors and senior leaders to ensure alignment, governance, and value realisation.
  • Oversaw planning, delivery, and risk management across initiatives and ensured benefit tracking.
  • Co-chaired SBS Access and Inclusion Council; active member of SBS Inclusion Council.
    Key Achievements & Programs
  • Led and governed enterprise-wide programs such as DAI Implementation, Program Fusion, and Future Digital Architecture.
  • Established and chaired Steering Committees for major programs with cross-functional and executive representation.
  • Unified governance and benefit realisation across SBS Digital Portfolio streams.

Alumni Coach

IDEOU
04.2022 - 12.2023
  • Coached global learners in human-centred design and innovation, supporting their development in asynchronous and cohort-based learning experiences.
  • Provided motivational and reflective feedback across key milestones to foster creative confidence and skill integration.
  • Facilitated peer learning through active discussion board participation and community cultivation.
  • Amplified learner achievements and helped embed course mindsets in professional contexts.

Digital Projects Manager (Digital Consolidation Business Case)

Department of Family and Community Services (FACS)
06.2015 - 05.2016
  • Led the development and delivery of the FACS Digital Roadmap and Digital Consolidation Business Case, aligning with the NSW Government’s ICT and Digital Strategy.
  • Managed stakeholder consultation and governance engagement, including Executive Board and ICT PMO alignment, to ensure strategic buy-in and oversight.
  • Delivered a scalable, user-centred roadmap to consolidate over 80 legacy websites into a unified platform with improved accessibility (WCAG 2.0), technical architecture, and operational sustainability.
  • Oversaw development of business case documentation, vendor selection criteria, user testing protocols, experience principles, and digital design concepts.
  • Co-designed new information architecture, service experience guidelines, and content governance models.
  • Led high-level project planning, risk analysis, and benefit articulation through strategic artefacts including prototype validation, audience personas, and communication materials for executive review.
    Key Achievements & Programs
  • Delivered the full roadmap and business case.
  • Secured Executive Board funding to implement the website replacement program.
  • Led comprehensive UX research and prototyping aligned with user-centred design.

Program Manager

Helloworld/Jetset Travelworld Group
02.2013 - 12.2014
  • Led digital transformation through the Helloworld Technology Program, overseeing multiple cross-functional teams and strategic technology initiatives valued at over $10M.
  • Managed the end-to-end delivery of projects across CRM migration, digital signage, telephony, agent business portals, and e-commerce platforms.
  • Provided program governance, resource and risk management, budget oversight, and executive stakeholder alignment.
  • Implemented Agile delivery practices within the IT PMO; coached and mentored staff in agile methodology across IT and digital functions.
  • Supported delivery teams with strategic product planning, user experience optimisation, and platform integration.
    Key Achievements & Programs
  • Successfully delivered the Helloworld Technology Program (value $10M+), including CRM, Telephony, Digital Signage, and Agent Business Portal.
  • Delivered the Helloworld.com.au relaunch (value $7M+), including:
    Helloworld Cruise – Cruise booking site via Traveltek API.
    Agent Finder – Mobile-optimised locator tool.
    Itinerary Viewer – Agent-facing support platform.
    Sitecore Multisites – Custom solutions for agent networks (value $1M+).
  • Upgraded Best Flights site with enhancements to flight, hotel, and rail booking tools using GDS, Direct APIs, and Calypso.
  • Launched QBT Customer Portal for corporate travel.

Project Director

Digital Bangsa
06.2012 - 12.2012
  • Oversaw strategic design and business model development for two early-stage digital startups in Indonesia.
  • Conducted desirability, feasibility, and viability assessments to evaluate sustainable market opportunities.
  • Led insights analysis including market sizing, demand forecasting, and competitive landscape evaluation.
    Developed market entry strategies based on user research, behavioural trends, and long-term business viability.
  • Directed product development from concept to prototype including stakeholder and technology alignment.
    Managed business development, budgeting, and partner negotiations.
    Key Achievements & Programs
  • KokiBule – Led the end-to-end delivery of a recruitment platform for expats seeking domestic staff in Indonesia.
    Gratis4Pulsa – Designed a digital advertising rewards platform offering mobile incentives for SMS-based marketing participation.

Principal

Fresca Consulting
01.2010 - 01.2012
  • Fresca Consulting was a small consulting business specializing in supporting small businesses achieve their digital business goals. My role as Principal was to provide consulting services and develop opportunities for the business. This included.
  • Digital Consulting Services aimed at Small to Medium Sized Businesses
  • Business Development
  • Client and Stakeholder Management
  • Insights Analysis: Market Analysis, Forecasting and demand estimation
  • Product Management
  • User Needs Assessments
  • Technology Gap Analysis
  • Project Management
  • Budgetary Management

Operations Manager

Oxygen8 Communications (Opera Telecom) Australia
12.2005 - 01.2010
  • Led all non-sales operations across the South Pacific business unit of a global £90M mobile solutions company.
  • Directed digital marketing project delivery including Premium SMS campaigns, self-service platforms, and integrated call centre support (serving 1–5 million messages per month).
  • Negotiated carrier partnerships (Telstra, Vodafone, Hutchison, Virgin Mobile, Optus) and secured ACMA registration as a Mobile Carriage Service Provider.
  • Delivered UAT design and management, market research, user needs assessments, and technology gap analyses.
  • Managed stakeholder engagement, pricing strategies, partner onboarding, and mobile service enhancement projects.
  • Coached internal teams and collaborated with the Managing Director on pricing models, business strategy, and financial planning.

    Key Achievements & Programs
  • Built and implemented end-to-end business processes, internal tooling, and compliance documentation.
  • Led successful implementation of the Premium Services Self-Service Mobile Platform for the Australian market.
  • Delivered key promotions and mobile services for major clients including:
  • McDonald’s, 199buddy.com, Just Jeans, Thredbo Ski Resort, Canadian Club
  • U2 Concert Charity SMS Campaign for Save the Children

Solutions Delivery

Vodafone Australia (Redblend – a division of Ryder Systems)
04.2005 - 12.2005
  • Led end-to-end delivery of Vodafone Target mobile marketing campaigns in collaboration with internal sales teams, partner service providers, and clients.
  • Managed campaign operations from requirements through to post-launch, including regulatory compliance via liaison with the Australian Communications and Media Authority (ACMA).
  • Oversaw development of project plans, technical specifications, and stakeholder communications, managing expectations and quality delivery.
  • Coordinated 10+ external vendors delivering complex, multi-channel mobile and digital marketing campaigns.
  • Designed and implemented training for sales and reseller networks to ensure readiness and operational consistency.
  • Managed budgets, timelines, and risk mitigation across a portfolio of promotional and marketing solutions.
    Key Achievements & Programs
  • Cadbury-Vodafone Instant Win Promotion – Premium SMS/IVR campaign with over 1 million entries and $500K+ revenue.
  • Franklins Instant Win Promotion – Premium SMS-IVR solution.
  • RockStar INXS Voting – Premium SMS support for reality TV engagement via Foxtel.
  • Vodafone Live at the Chapel – Mobile ticketing platform.
    Youth Off The Streets – Mobile donation service for not-for-profit fundraising.

Volume Direct Capabilities Manager, South Pacific

Hewlett-Packard Australia (Compaq Computer Australia before merger 2002)
01.2000 - 12.2004
  • Managed and delivered integrated B2B, B2C, and B2E eCommerce platforms and call centre solutions, driving digital enablement for enterprise clients and internal stakeholders.
    B2B eCommerce
  • Led Direct Named Account eBusiness Sales including responses to Tenders and RFPs.
  • Provided eProcurement consultation and implemented enterprise-grade B2B tools and integration capabilities using platforms such as Commerce One, Intershop, Ariba, and Requisite.
  • Designed and executed eProcurement solutions, B2B information portals, and customer extranets.
  • Gathered and prioritised requirements across business units and client accounts.
  • Drove internal engagement and training around B2B strategy, usability, and adoption.
  • Advocated for exceptional customer experiences through tailored solutions and responsive support.
    B2C and B2E eCommerce and Call Centre
  • Oversaw end-to-end project delivery for integrated online stores and call centre platforms, including SAP and eCRM integrations.
  • Defined and implemented B2C/B2E eCommerce strategy across customer and employee-facing environments.
  • Managed content operations for online stores, employee purchase programs, and promotional portals.
  • Spearheaded tool and system requirement definition with cross-functional delivery teams.
  • Promoted process innovation through development and refinement of customer service workflows.
  • Delivered internal training and championed platform adoption across teams.
    Account Management & Strategy Enablement
  • Acted as eBusiness advisor to internal business units, aligning strategic priorities with digital capabilities.
  • Participated in business account reviews and developed customised eCommerce roadmaps.
  • Liaised with IT teams to coordinate program delivery, define priorities, and monitor implementation progress.
  • Tracked project performance and cost metrics to ensure accountability and transparency.
    Operational Excellence
  • Contributed to the development of the Direct Online Strategy and automation of customer-facing services.
  • Supported continuous improvement initiatives to enhance digital service delivery and partner engagement.
  • Played a lead role in defining and scaling applications that streamlined internal and customer processes.
    Principal Achievements
  • Successfully led "Project Presario Blue" to identify and resolve a legal, financial, and logistics risk to HP’s Direct Consumer Business, securing business continuity under tight timelines.
  • Designed and implemented the "Crouching Tiger" toolset to enhance telephone-based sales enablement for large corporate accounts.
  • Delivered a full end-to-end process redesign for call centre quoting and pricing, leveraging offshore delivery resources.
  • Drove the consolidation of HP eBusiness assets across multiple regions and systems.
    Awards
  • HP Singtel Optus – Extra Mile Award (E-Portal and E-Procurement Programs, 2004)
  • Personal System Group – Best Cross Business Unit Engagement (2003)
  • HP Direct and Teleweb Awards – Direct Tools Workshop and Special Event Kiosk Program (2003)
  • HP Direct and Teleweb Awards – Project Presario Blue (2002)
  • Asia Pacific PSG IT Executive Team Award – eStore and Contact Centre Management and Presario Blue (2002)
  • Compaq IT – Direct Online Store and Call Centre Solution Implementation (2001)

IT Resourcer

Manpower Australia
04.2000 - 06.2000
  • Sourced and screened qualified IT professionals for contract and permanent roles across a range of client industries.
  • Conducted candidate interviews, technical assessments, and selection processes to match talent with project and organisational needs.
  • Collaborated with account managers to meet recruitment targets and maintain candidate pipelines for high-demand roles.

Teacher (Secondary)

NSW Department of School Education
07.1998 - 04.2000
  • Delivered curriculum-aligned instruction in Business Studies and HSIE subjects across senior secondary cohorts.
  • Served as Lead Teacher for Business Studies at St Marys Senior High School, guiding curriculum design, assessment planning, and peer mentoring.
  • Provided classroom supervision, pastoral care, and academic counselling to support diverse student needs and wellbeing.
  • Mentored students in career pathways, university readiness, and personal development initiatives.

Customer Service – Head Teller

Citibank
01.1997 - 07.1998
  • Supervised and coached teller staff to ensure efficient, accurate, and customer-focused service delivery.
  • Managed daily cash operations including branch float, ATM replenishment, and reconciliation processes.
  • Acted as the primary liaison for customer enquiries, delivering tailored support and advice across banking products.
  • Delivered general financial guidance to consumers, enhancing trust and product uptake.
  • Ensured strict adherence to compliance protocols through routine audits and process reviews.
  • Maintained high standards in cash handling and transaction processing in alignment with corporate and regulatory policies.

Customer Service Representative

Advance Bank
01.1996 - 01.1997
  • Delivered personalised customer service across banking products and transactions in a high-volume branch environment.
  • Provided general consumer advice on everyday banking, savings, and account options.
  • Handled cash transactions with accuracy and efficiency, maintaining compliance with security and audit procedures.

Research Officer

National Small Business Centre
03.1995 - 12.1995
  • Conducted qualitative and quantitative research to inform small business development initiatives.
  • Managed and maintained the organisation’s research database, ensuring data integrity and accessibility.
  • Provided front-line support and advice to small business clients, responding to diverse service and information needs.
  • Delivered tailored consumer guidance across finance, marketing, and operations.
  • Coordinated the national Research Register, streamlining contributions and stakeholder engagement.
  • Supported project delivery through administrative coordination, data analysis, and stakeholder communication.

Education

Master of Business Administration -

Charles Sturt University
01.2000

Graduate Certificate - Electronic Commerce

Charles Sturt University
Bathurst
11-2000

Graduate Certificate - Human Resource Management

Sydney Institute of Technology
01.1998

Graduate Diploma - Education – Secondary (HSIE)

Charles Sturt University
01.1997

Bachelor of Arts - Honours

Charles Sturt University
01.1997

Bachelor of Arts - Liberal Studies

Charles Sturt University
01.1994

Skills

  • Human-centered design
  • Strategic design
  • Human Centered Systems Thinking
  • Agile Leadership
  • Product Management
  • Operations Management
  • Risk & Compliance Management
  • People Management/Coaching
  • Cross-Functional Team Leadership
  • Portfolio and Program Management
  • Project Management (Agile and Waterfall)
  • Process Improvement and Redesign
  • Change Management & Training
  • Operational Efficiency
  • Incident Management
  • Innovation strategy
  • Strategic thinking
  • Organizational culture
  • Design thinking
  • Digital transformation
  • Prototyping
  • Business model innovation
  • Open innovation
  • Innovation training
  • Value proposition design
  • Portfolio management
  • Service design
  • Complex Problem-solving
  • Employee coaching and mentoring

Professional Certificates & Devlopment

IDEO U (2020–2025)

  • Change Certificate (2025)
  • Collaborative Leadership Certificate (2025)
  • Human-Centred Strategy
  • Advanced Design Thinking
  • Service Design
  • Systems Thinking
  • Business Innovation Certificate
  • Foundations in Design Thinking


University of Virginia Darden School of Business

  • Design Thinking for the Greater Good: Innovation in the Social Sector (2022)


University of Sydney Business School

  • Design-Led Strategy: Design Thinking for Business Strategy and Entrepreneurship (2020)


PMI – Project Management Institute

  • Agile Certified Practitioner (PMI-ACP) (2015)


Accomplishments

  • SBS – Leading change through Future Digital Architecture, Program Fusion, and Digital Ad Insertion initiatives.
  • SBS – Participation in Accelerated Development Program
  • SBS – Membership of SBS Inclusion Council and Co-Chair of SBS Access
  • Helloworld Technology Program leading project teams including Helloworld.com.au, Digital signage, Telephony, Agent Technology Migration including CRM migration and agent mail services. (program value over $10 million)

Core Competencies

  • Human-Centred Innovation & Design Thinking
  • Strategic Design & Business Planning
  • Adaptive Leadership & Coaching
  • Agile Ways of Working
  • Cross-Functional Facilitation
  • Systems Thinking & Change Management
  • Portfolio, Program & Project Management
  • Stakeholder Engagement & Communications
  • Digital Strategy & Product Management
  • Organisational Transformation & Inclusion

Timeline

Teaching Assistant

IDEOU
01.2024 - Current

Capabilities and Innovation Manager

Special Broadcasting Service (SBS)
01.2024 - Current

Alumni Coach

IDEOU
04.2022 - 12.2023

Digital Portfolio Manager

Special Broadcasting Service
05.2016 - 06.2024

Digital Projects Manager (Digital Consolidation Business Case)

Department of Family and Community Services (FACS)
06.2015 - 05.2016

Program Manager

Helloworld/Jetset Travelworld Group
02.2013 - 12.2014

Project Director

Digital Bangsa
06.2012 - 12.2012

Principal

Fresca Consulting
01.2010 - 01.2012

Operations Manager

Oxygen8 Communications (Opera Telecom) Australia
12.2005 - 01.2010

Solutions Delivery

Vodafone Australia (Redblend – a division of Ryder Systems)
04.2005 - 12.2005

IT Resourcer

Manpower Australia
04.2000 - 06.2000

Volume Direct Capabilities Manager, South Pacific

Hewlett-Packard Australia (Compaq Computer Australia before merger 2002)
01.2000 - 12.2004

Teacher (Secondary)

NSW Department of School Education
07.1998 - 04.2000

Customer Service – Head Teller

Citibank
01.1997 - 07.1998

Customer Service Representative

Advance Bank
01.1996 - 01.1997

Research Officer

National Small Business Centre
03.1995 - 12.1995

Graduate Certificate - Human Resource Management

Sydney Institute of Technology

Graduate Diploma - Education – Secondary (HSIE)

Charles Sturt University

Bachelor of Arts - Honours

Charles Sturt University

Bachelor of Arts - Liberal Studies

Charles Sturt University

Master of Business Administration -

Charles Sturt University

Graduate Certificate - Electronic Commerce

Charles Sturt University

Similar Profiles

CREATE PROFILE
Bronwyn Orsatti