Practice Leader Customer Experience Strategy & Design

Lisa Hickson

Lisa is the Practice Leader for Customer Experience Strategy & Design. She is based in Sydney.

Client Focus

  • Lisa has over 25 years experience, initially as a Strategy Consultant for Bain & Co and then as GM Marketing for large companies including Microsoft and She has also overseen the management and publishing of digital channels for Network Ten, and Virgin.
  • In recent years, Lisa has developed a successful ‘outside in’ customer experience design approach and led major customer experience strategy transformations for large multinational and listed companies, both globally and in Australia.
  • Her focus is helping organizations optimise customer engagement in both digital and physical channels while driving alignment between marketing, product and technology
  • Results drive ROI through customer acquisition, deepened engagement and retention.

Core Expertise

  • As an ex-strategy consultant with over 20 years C-Suite experience, Lisa develops Customer Experience Strategies that are both strategically aligned and practical to implement.
  • Her methodologies include proprietary Business Diagnostic, Customer Journey Mapping and Synthesis techniques
  • Her programs typically include 3 components:
    • Strategic review focusing on alignment of business goals and current customer experience
    • Customer journey mapping to identify the key steps the customer goes through in engaging with the product or service, including any gaps and opportunities
    • A 7 point realignment plan that includes everything from the alignment of metrics and KPI’s, to the redesign of digital and offline channels, content and communications.
  • Her experience spans multiple sectors (retail, finance, education, property, travel, gaming, software, online advertising, etc.) and covers B to C and B to B businesses
  • She has a Bsc in Management Sciences from UMIST and an MBA from INSEAD.