Monica Jory
Service Design | Customer Experience | Transformation
My background and differentiators
After years in large-scale enterprises, I’ve seen that the best ideas succeed when they are fuelled by data and strong storytelling. I pay close attention to the invisible forces - incentives, power, and constraints - that dictate whether innovation survives. I use human-centred design as a strategic tool to sharpen operational data. By integrating these perspectives, I build robust business cases, aligning stakeholders and creating the momentum for teams to do their most impactful work.
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My Master of Design Innovation provides the theoretical framing to uplift organisational design maturity. I translate complex innovation frameworks into practical tools that help leadership teams de-risk investments and place smarter bets on the future. Outside of my corporate work, I teach design innovation and value proposition design - staying at the leading edge of emerging practice.
Experience
2020 - present
University of Sydney
2016 - 2020
Newscorp
Vodafone
2005 - 2016
Macquarie Bank
Westpac
​Goldman Sachs
Academic & Facilitator | Design Innovation & Strategic Design
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Teach and coach design-enabled innovation, working with start-ups and industry partners on opportunity identification, customer research, hypothesis testing, and value proposition development.
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Translate contemporary innovation research into applied frameworks, strengthening my expertise in strategic design, systems thinking, and AI-enabled innovation while shaping the next generation of practitioners.
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Completed Master of Design (Design Innovation) in 2024.
Service Design Lead | Snr Manager Customer Experience
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Led service design across major digital transformation, simplifying experience and systems across product, technology, and operations. Introduced service blueprinting and Jobs-to-be-Done frameworks to align teams and inform investment decisions.
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Partnered with product and technology leaders to guide discovery, concept validation, and agile delivery - ensuring innovation translated into measurable business impact.
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Established and led customer experience strategy across digital and physical products, translating insight into executive-level decisions that directed investment. Built and grew a multidisciplinary team, elevating CX from a reporting function to a driver of business value.
Senior Business Analyst | Scrum Master
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Delivered technology-led initiatives within banking, collaborated across product, technology, risk and operations.
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Led cross-functional sqauds as Scrum Master. Translated user intent into prioritised backlogs.
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Led Lean Six Sigma initiatives to simplify technology processes, reduce defects, and shorten lead times.
Leadership and ways of working
I’m a relational, pragmatic leader who brings people with me. I’m most effective in environments marked by misalignment, uncertainty, or tension - building trust, surfacing issues early, and helping teams find common ground and shared purpose.
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I have a strong instinct for recognising potential and supporting people to grow into it. I set clear direction, maintain high standards, and remove barriers so teams can do their best work.
What guides my work
I build trust through clarity, empathy and mutual respect, creating environments where people feel safe to contribute and challenge ideas. Strong connection creates the conditions for honest dialogue, productive challenge, and better decisions.
Connection
I value disciplined experimentation and iteration - moving work forward with intent while maintaining high standards. I focus on learning through action and making thoughtful trade-offs without letting perfection stall momentum.
Momentum
I reduce unnecessary complexity to enable focus and alignment. By streamlining effort and clarifying intent, I help teams move faster and make better decisions.