Making complex things simple, and simple things clear.
Head of Content Design at ANZ Bank. 10+ years shaping tone of voice, content strategy and product language.
Select Work
Tone of Voice
Designing a tone of voice and scaling it to humanise a very old bank.
• Built, designed and scaled
• Used by all ANZ writers and bots
• Endorsed enterprise wide
Help & Support
Creating end-to-end help, support and learning tools.
• Created extensible, high-traffic IA
• Integrated learning modules
• Reduced volume and complaints
Feature Work
Select examples from my time as an embedded and centralised resource.
• Involved end-to-end, incl. delivery
• Customer-centric language
• Feature spikes and ideation