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Catherine Hills

Experience and product leader. Design and research. Strategy to delivery.

Work

Recent case studies from the last decade across government, SaaS, education, retail and financial services. Results include $20M+ in ARR growth, an $18M+ new revenue line, and findings that informed a national policy inquiry. I'd love to discuss them with you.

initiatives in one evidence-based portfolio

A modernisation roadmap for a government agency

An evidence and insight-led modernisation portfolio: 8 shared themes, 5 accountable backlogs, 88 initiatives and 3 delivery horizons.

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end-to-end client journey and service blueprint for the agency

Mapping the client experience to set up a modernisation program

Immersion, mixed-methods research and stakeholder workshops that shaped recommendations for a modernisation program, plus the agency's first end-to-end client journey and service blueprint.

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accessibility standard embedded across the portal

Experience quality and accessibility for a national government portal

Leading experience quality, roadmap priorities and research operations for a high-traffic national government portal.

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federal health initiatives informed

Care economy policy evaluation with rural and remote communities

Human-centred, culturally capable policy evaluation with rural, remote and First Nations providers, informing a national policy inquiry.

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workshops across 10+ business units

HR service strategy for a government department

A 12-week discovery that turned a fragmented HR service into one future-state model and a working prototype.

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Australia, UK, APAC and India aligned on one offer

Global AI academy and curriculum

A career-stage AI learning program built once and adopted across international portfolios.

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$2B platform integration

Merging two learning platforms, used by millions, into one experience across web and mobile after a $2B acquisition.

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new ARR opportunity validated

Creating a new $18M+ line of business

Research across Australia and the US found a gap in cohort-based learning. The C-suite endorsed a new delivery stream.

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Most innovative

2025 Forrester Wave, highest possible score

Generative AI hands-on learning

First-to-market GenAI learning features, built with my team, that helped the platform be named most innovative in the 2025 Forrester Wave.

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institution-wide HCD Playbook

A Centre of Excellence in service design

Set up and led a team of five to redesign administrative services across the university.

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designers led across product lines

Growth design for a global creative marketplace

Led design and growth experimentation across mass-consumer product lines.

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new account growth

CX strategy for major retailers

Led customer experience strategy and delivery for major retail clients, growing and holding multi-million-dollar accounts.

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eCommerce and marketplace replatformed across AU and NZ

eCommerce replatform and capability transfer for a national retailer

A full eCommerce and marketplace replatform across Australia and New Zealand, and a move from a fully outsourced team to in-house capability.

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Marketplace strategy for a major retailer

Strategy and vision for a third-party marketplace extending beyond groceries into baby, health and beauty, and pet.

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A student-experience-led operating model for an Australian university

Workshops with the executive team that put student experience at the centre of a new operating model.

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Financial services

employees across the global group

Workforce innovation and enablement for a global banking group

Human-centred discovery for a workforce initiative supporting internal role mobility and training for 35,000+ employees.

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Victorian Premier's Design Awards

A student experience vision for online learning

A two-year target-state vision built from 120+ conversations with students, staff and industry partners.

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designers across AU, US and LATAM

Rebuilding design operations after an acquisition

Hired, grew and supported a design team through integration and five restructures.

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Research Committee co-chair

Research standards across geographies

Introduced shared research standards and opened up insights to the whole business.

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restructures led through, with delivery maintained

Leading through five global restructures

Kept a team delivering, and together, through sustained uncertainty.

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