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Monica Jory
Strategic Service Design | Product & Service Innovation
Helping organisations make confident decisions about what to build - and what not to.
Strategic Service Design | Product & Service Innovation
I partner with teams and leaders to make evidence-backed decisions in complex environments, leading transformation and innovation through strategy, human-centred design, and agile delivery.
What I'm known for
Making sense of complexity
I clarify what’s really happening beneath the surface and guide teams to a shared understanding.
In practice, this means synthesising stakeholder perspectives, customer priorities, and system constraints into clear problem definitions - using evidence, insight, and well-designed artefacts.
Designing for impact, not novelty
I focus on innovation that is desirable, feasible, and grounded in organisational reality.
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.
Bridging insight and decision-making
I connect insight and analysis directly to the decisions leaders need to make.
In practice, this involves contributing to senior decision-making forums, translating complex evidence into clear value drivers, and building alignment across diverse stakeholder groups through inclusive, persuasive communication.
I work across financial services, telecommunications, and media, leading multidisciplinary teams and working across functions to deliver tangible business and customer value. I take a systems-level view of organisations - understanding how strategy, technology, people, and customer experience interact - and focus effort where it will have the greatest leverage.
Selected work
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