Work
My services & work history.
Strategic design & innovation
I help businesses scale customer-centric digital experiences by combining strategic design, product innovation, and systems thinking. As a design leader, mentor, and advisor, I work at the intersection of business strategy, technology and human-centered design to craft meaningful user experiences with impact.
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Strategic Vision & Experience Design
I help organisations define and implement long-term digital experience strategies, ensuring seamless, user-centric, future-ready experiences. I craft experience visions that align customer needs with business goals, shaping the future of digital products and services.
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Product Strategy & Digital Transformation
I help transform user needs into business success with a trategic product vision, aligning market opportunities with brilliant user experiences, driving meaningful engagement and sustainable growth. I believe in design-driven transformation to improve customer experiences at scale.
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Design Leadership & Mentorship
I guide teams in establishing scalable processes, governance frameworks, and collaborative cultures that position design as a valuable strategic business driver. Through coaching and mentorship, I develop designers and design leaders, fostering high-performing, innovative teams that drive long-term success.
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Consulting, Advisory & Innovation
I support agencies and in-house teams with optimising design practices, improving processes, guiding strategic decision-making and ensuring design plays a pivotal role in business growth. I provide expert advice on embedding design into business strategies, improving team efficiency and driving innovation at scale.
Leadership & Approach
Building high-performing teams is about more than just hiring the right people — it requires crafting a culture where individuals can thrive, collaborate and bring their best to each initiative.
Focus Areas
- Team Curation & Culture – Ensuring the right mix of skills and personalities while fostering a strong, supportive culture.
- Strategic Oversight – Keeping teams aligned with business and digital strategies, ensuring we’re in the right conversations at the right time.
- Process Improvement – Identifying opportunities to refine workflows without adding unnecessary complexity.
- Empathetic – Listening, connecting and creating a safe, supportive environment without micromanaging.
- Supportive – Providing guidance and direction while empowering teams to take ownership of their work.
I also bring hands-on design expertise, with skills in interface design, front-end development and storytelling, honed over many years' experiences a freelancer, consultant, business owner and leader of large, diverse design teams. I communicate effectively, build strong relationships and bring clarity to complex, abstract ideas.
Work history
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Telstra – Head of Digital User Experience (Sales)
June 2022 – Present
Leading a team of 30+ designers, driving digital sales experiences across the consumer and small business channels. My team focuses on creating seamless experiences for telstra.com.au, our call centre agent interfaces, design systems and accessibility initiatives. -
Telstra Energy – Experience Design Lead (Contract)
Aug 2020 – June 2022
I led a cross-functional design team, delivering digital sales and service experiences for Telstra’s entry into the energy retail market. -
Origin Energy – Experience Design Director
Feb 2018 – July 2020
Helped to build and lead the Experience Design practice from the ground up, transforming Origin’s customer service digital experiences. -
Thirst Studios – Founder
February 2008 – May 2018
Founded one of Australia’s pioneering User Experience design agencies with a focus on purposeful, socially responsible solutions across the Health, Government and Education sectors. -
Ingena - Lead Usability Consultant
September 2005 - August 2007
Managed a small team of designers, leading experience design and digital transformation projects before the term ‘UX’ existed, for the likes of Telstra, National Australia Bank and Australia Post. -
Madman - Senior Web Designer
February 2004 - May 2005
An enjoyable role designing various web and Flash projects for a number of cinematic releases during my first year after migrating to Australia. -
Benjamin Tollady Design - Freelance Designer
2001 - 2003
Freelance research and design work in London for a number of clients including Marks & Spencer and The British Museum. -
Nettec Plc - Web Designer
1999 - 2001
A web designer in London during the good old "dot-com bubble" days. Clients included: Axa Investments, British Telecom, Capita, The Coca-Cola Company, The Design Council, Deutsche Bank, Dyson, First Choice Holidays, Legg Mason Investors and Reuters. -
British Industrial Graphics - Industrial Designer
1997 - 1999
Interior trim design for various manufacturers across the automotive industry, including Rover & BMW.
Case studies
Due to confidentiality restrictions, detailed case studies are only available upon request. If you'd like to learn more about specific projects, please get in touch for access.