RESEARCH | DESIGN | CX | STRATEGY
I’m a research and strategy leader with 20 years’ experience in creating research outcomes that drive business impact. I’m recognised as an industry expert both locally and globally, contributing to industry dialogue on areas of qualitative and design research excellence, privacy within research and building a successful research practice.
In my career I have worked for both boutique and global agencies, across a wide range of studies and industry problems. I have a passion for bringing the customer to the heart of solving business problems, and uses her research background to bring the customer to the fore in UX and Service Design environments. I’m a commercial researcher at heart, and that means that I ensure that any research, design and innovation work that I do is practical, commercially viable and feasible within our constraints.
Expertise
Qualitative Research
Over 20 years experience in qualitative research. I know how to talk to people and find out how they tick!
Qualitative research training
Online qualitative research
UX Usability Testing
Quantitative Research
Have undertaken my fair share of quantitative projects
Oversaw a VoC/ NPS program with 1 million responses annually
Experience managing choice modeling, max dif, tracking, and ad hoc quantitative work
Service Design
I’ve spent the past 3 years helping one of Australia’s largest companies understand how to improve their service experience
Service blueprinting, customer journeys, opportunity canvas, innovation
User Experience
Embedded researcher in one of Australia’s largest and most decorated design practices
Usability Testing, Remote Testing, IA / Tree Tests, Click Tests, Concept Testing, Discovery, Design Sprints
Experience
Experience Design Lead (Research) at CommBank Digital
2020 – Current
Leading a team of 15 researchers in the digital delivery team, supporting design excellence in the CommBank App, NetBank, CommBiz and CommBank.com. The team supports delivery projects from inception/ discovery through to build and iterate.
Snr Researcher at CommBank Human Centred Design
2017 – 2019
Research and project lead within CommBank’s in-house customer centered design strategy practice to provide experience design, service design and strategic-thinking capabilities across the business.
Designed and lead projects with multi-disciplinary teams, including designers, researchers. Jointly ran pipeline management and business development for the team.
Director (Research & Insight) at Nunwood Australia
2013 – 2014
Oversaw insights function in the Australian office
Key account contact on the Woolworths account, managing their Voice of the Customer program (NPS) and Experience Research
Snr Researcher at CommBank Digital
2019 – 2020
Managing UX research for the Digital Business Portfolio.
Driving operational excellence within the team, uplifting Job Descriptions, Invoicing Process, Standard Operating Procedures and supplier management.
Research supporting customer onboarding, commercial lending, transaction accounts and merchant.
Managing Director at Blaze
2015 – 2017
Managing Director and Senior Researcher with a focus on developing new methods, staff training, risk / privacy / compliance and creating operational efficiencies
Key account contact on ANZ, Allianz, Microsoft, NBN, and Coca Cola accounts
Owner at WorkINProgress Qualitative research
2009 – 2014
In 2009, I founded WorkINProgress Qualitative Research, a freelance qualitative research service. I worked with over 40 different research, advertising, and marketing agencies, as well as other small businesses. My client base spanned the industries of Tourism, Finance & Banking, Telecommunications & Technology, Retail, FMCG, and Healthcare / Pharmaceuticals.
Victoria Gamble 