My name is Katrina Harrison, and I am the Head of Customer Experience at Australian Red Cross, where I am establishing a CX practice, team and strategy to embed customer-centric thinking across the organisation.
Prior to Red Cross, I was leader of Customer Experience and Customer Focused Design for the National Broadband Network (nbn), a government sponsored initiative rolling out a national upgrade of Australia’s telecommunications network.
I have worked across a broad range of industries and roles, including marketing, product management, business development and system innovation before discovering design thinking and building a passion for customer-centered design and CX.