Courtney Tiernan
Berwick,VIC
Summary
Passionate User Experience and Service Designer with vast experience in system transformation projects. Incredibly passionate about HCD and advocating for the end user while balancing business viability and benefit. Big picture thinking who prides herself on getting into the detail
Overview
11
11
years of professional experience
Work History
UX Design Lead
RACV
10.2020 - Current
- Completed analysis and design work around process and system changes that supported end users and business needs simultaneously
- Design system solutions with a focus on improving user experience, call centre handle time and reduced errors
- Advocated for Human Centered Design principles in all aspects of work
- Used a multi-disciplinary approach to research incorporating surveys, interviews, focus groups and feedback rooms
- Identified, documented and reported on research insights to feed initiatives for the business
- Playback research pieces and advocate for recommendations to support user experiences in the business
- Built and fostered stakeholder relationships
Business SME
RACV
07.2018 - 10.2020
- Provided Business SME during a technology transformation project
- Worked with multidisciplinary teams to design the user interface for a new operating system during a transformation project
- Analysed business problems and effectively designed solutions to improve user experience
- Introduced Human Centred Design principles and service design thinking into the technology project
- Ran focus groups to support design solutions
- Designed and created prototypes for play back sessions to gain business endorsement
- Facilitated playback sessions of tech build to broader business
Team Leader
RACV
12.2015 - 07.2018
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
Call Centre Sales Consultant
RACV
12.2012 - 12.2015
- Provided sales and customer service assistance to inbound callers
- Worked towards and achieved set KPI's
- Identified opportunities for improvement
Education
Inspirational Leader - Organizational Leadership
Lysander
08.2023
Service Design Elevate - Service Design
Academy XI
06.2023
Skills
- Human Centered Design
- UI Design
- Business Process Improvement
- Agile Methodologies
- User Experience Testing
- Design Workshops
- Prototyping
- Stakeholder Management
Timeline
UX Design Lead
RACV
10.2020 - Current
Business SME
RACV
07.2018 - 10.2020
Team Leader
RACV
12.2015 - 07.2018
Call Centre Sales Consultant
RACV
12.2012 - 12.2015
Inspirational Leader - Organizational Leadership
Lysander
Service Design Elevate - Service Design
Academy XI
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