
Lara Husselbee
Capability Co-Lead for Customer, Brand & Innovation
Capability Co-Lead for People & Organisational Transformation
Australia and remote opportunities
12 years of experience
A CX and service design leader with 15+ years’ experience across financial services, government, and health, known for embedding human-centred design, building large-scale learning ecosystems, and delivering measurable improvements in customer and employee experience.
Skills
- Service Design
- Customer Experience
- Organisational Transformation
- Capability Development
- Measurement & Impact frameworks
Sector experience
- Financial Services
- Insurance
- Government
- Health
- Not-for-profit
Key achievements
- As the Head of Customer Experience at Macquarie Group, I led an enterprise CX uplift for 20,000 employees, creating a 30+ tool HCD/CX toolkit and Metric framework embedding customer-centric practices and measurable client outcomes across product, operations and frontline.
- President of Wear it Purple and Board Director of a national charity with global visibility, leading 25+ volunteers, strengthening governance and securing increased funding to stabilise and grow the organisation. Delivering the largest and most impactful Wear it Purple to date (in role), elevating its recognition as a charity (not just a day), launching the Queer Future Fund, and expanding initiatives across Australia 365 days per year.
- The Head of Learning Experience & Research at Macquarie Group, led a team in designing & delivering Macquarie’s global Generative AI Skilling program, reaching 19,000+ employees. Supported by capability frameworks, learning pathways and organisational diagnostics that strengthened safe, productive and future-ready AI adoption.
- At IAG, as the National Sales Capability Lead, I designed behavioural, sales and customer-impact frameworks that strengthened frontline effectiveness and lifted conversion, while leading an L&D and design team delivering face-to-face capability uplift to 2000+ call centre, branch and agency partner staff across Australia.
- Delivered multi-agency communication & journey mapping assets for the Department of Health Victoria in response to the Mental Health Royal Commission, designing the research program that generated lived-experience-aligned, digestible resources now used across Victoria to interpret, implement and align to the reform.
Experience from:
Lara is verified by Outsized
An experienced service design and CX leader with proven track record across financial services, government, and non-profit sectors. Expert in human-centered design, qualitative research, and agile methodologies. Award recipient (Inspiring Women in CX, Inclusion category) with deep expertise in creating inclusive, customer-centric frameworks and driving organisational culture change.
Get in touch with Lara
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