Monica Jory
Service Design | Customer Experience | Transformation
Shaping confident decisions in complex environments.
Service Design | Customer Experience | Transformation
I help organisations decide what’s worth building - and what isn’t. I turn human insight, commercial priorities, and operational constraints into clear direction leaders can act on. I use human-centred design as a strategic tool to reduce risk, strengthen alignment, and help organisations move forward with confidence.
What I'm known for
Framing the right problem
I identify where a problem sits within the system. By clarifying incentives, constraints and consequences, I ensure teams are solving the right problem before committing investment
In practice, this means synthesising stakeholder perspectives, customer priorities, and system constraints - using evidence, insight, and well-designed artefacts.
Turning insight into decision logic
I translate qualitative and behavioural data into structured options leaders can fund against - making trade-offs explicit.
In practice, this involves contributing to executive forums, translating evidence into clear value drivers, and building alignment across diverse stakeholder groups through inclusive, persuasive communication.
Innovation that holds up
I balance innovation ambition with delivery reality - ensuring new ideas can scale, integrate and endure.
In practice, this means testing ideas, iterating quickly, and being willing to stop work that doesn’t meet success criteria. I push back on agenda-driven ideas and redirect effort toward customer-centred, strategically aligned outcomes.
I’ve built my career inside complex organisations - financial services, telecommunications and media - where decisions carry operational and regulatory consequences. Alongside this industry experience, I completed a Master of Design Innovation, sharpening my human-centred approach to organisational transformation and value-driven innovation. Together, this foundation allows me to move comfortably between strategy and delivery, theory and execution.
