Head of Experience Design, Product Insight and Innovation
Monique Rappell is a senior CX strategist with a background in HCD and lean experimentation. Her passion is solving the gnarly problems large organisations face when they realise, they don’t understand their customers but don’t know why. Monique cut her teeth on transformational CX projects at Westpac, St George, AMP, David Jones, NRMA and Australia Post where she honed her skill in liberating organisations from the entrenched mindsets that undermine positive customer and employee experiences. Monique established CX teams at IAG and the ABC and is currently leading the CX transformation at TAFE NSW.