Hi, I'm

Lisa Wade.

I’m a freelance consultant with deep expertise in digital innovation and human-centred design.

My unique skill set includes:

  • Design strategy
  • Large-group facilitation
  • Digital innovation
  • Customer research

what i do best


I work with my clients over the long term to drive digital transformation and build an innovation agenda.


Using human-centred design I understand customer needs and business drivers to identify new opportunities for growth.


I work with complex stakeholder groups to build alignment and foster collaboration.


I teach, coach and mentor to foster CX maturity and build strong teams who really understand their customers.

projects to be proud of

leading digital innovation at Australia’s largest not-for-profit healthgcare provider

Lisa led multiple digital innovation projects that have helped clinicians at leading hospitals in Sydney and Melbourne use technology to deliver patient-centred care. Projects have included:

Designed and delivered St Vincent’s rapid innovation methodology using a human-centered design approach. Using this approach Lisa has led two intensive 90-day ‘Digital Challenges’ for SVHA. The first Digital Challenge delivered an AI tool that increased patient referrals to the @home care program by 160%, while also reducing the average time from admission to referral from six days, to 2.5 days. Lisa also used the Digital Challenge approach to bring together diverse stakeholders from across the SVHA network to collaborate on health equity for Sydney Public patients.

uplift the banking experience for everyday consumers and business banking customers

Lisa has worked on a wide range of projects for NAB over many years. This included researching and designing the future state customer experience visions for both everyday banking customers and business banking customers. Lisa also led key customer research projects that received national media attention, such as building profiles of key customer savings mindsets, understanding the behavioural drivers and needs of NAB’s most elderly banking customers as well as its youngest customers through the development of NAB’s youth banking strategy.

BUILDING CX capability across a 10,000-strong GLOBAL workforce

Lisa worked with software giant Atlassian to design, build and deliver an ongoing customer research capability uplift program. The program aims to build Atlassian’s customer research skill across the organisation, from engineers to designers and PMs. Lisa’s comprehensive program of capability-building services includes coaching, training and mentoring. Since 2020 she has personally worked with thousands of Atlassians through her classes, workshops and coaching sessions to ensure that all Atlassians have the know-how to gather game-changing insights about their customers.

from my clients

Lisa has been key in articulating the preferred reality of various experiences across consumer banking and financial products utilising both customer and banker insights. - Rebekah Murchie, Head of Product, Enterprise Payments @ NAB

Lisa embedded in her team an amazing ability to collaborate among teams, great sense of ownership, and challenged internal biases and assumptions to ensure customers’ feedback drove the decision making processes in our teams. I always felt that Lisa keeps at heart achieving common goals and building long term meaningful relationships. - Jose M Herrera Perea, Executive General Manager @ Open Universities Australia

let’s connect

I live in Australia and work regularly with clients around the world. Drop me a note below if you’d like to contact me.