Hey there - I am Mitesh a Brand & Customer
Experience Management Consultant.
I am passionate
about strategic planning where brand-communications
and customer experiences meet, particularly how
they match and align in an inspiring way.
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About

As a Brand & Customer Experience (CX) Strategist, Transformation, Innovation Management Consultant.

With a decade of experience working in creative & technology industry, I specialises in influencing the space between
creativity, strategy, technology, and execution. I grow brands or products and services by delivering commercial outcomes via deep
consumer research, behavioural data, brand communication strategies, customer experience strategies, and cross-platform innovation.

Lateral thinker and creative leader for whom viable ideas come naturally. Deeply values the philosophy of relentless improvement
and to always learn more; training & developing others – reward is to pay-it-forward and lead teams to their best.

Proven experience managing senior stakeholders and can work under pressure to meet tight deadlines. Also, I focus to solve
complex problems to bring viable business ideas to life.

Strengths


I specialise in enterprise level product design, creative concepting, ideas and strategic thinking for interactive
projects across web, legacy systems, business transformation, desktop / mobile & iOS applications.

Insights:
- Advanced CX/HCD Design Thinking methodologies and practices
- Accredited AMRSA researcher
- Advanced exploration with problem discovery, discourse analysis,
consumer research, online studies, in-depth 1on1, focus groups & ethnography
- Proficient with SQL, DWH interrogation, social listening and data-interrogation tools

Strategy:
- Delivering clarity
- Advanced problem discovery and opportunity spotting to solve
complex problems, using a combination of lateral thinking, design-led,
research-led & idea-led thinking methodologies, to drive strategies
that connect to new customers, drive loyalty, emerge new categories,
and bring new-to-world concepts.

Execution:
-Lean/Agile way of working with UX/UI designers, programmers, illustrators,
art directors, content production.
- Negotiator of commercial landscapes to bring ideas to life – resource
investigation, impact planning, and rapid prototyping.
- Proficient producer of digital experiences.

Technical:
- Speaking & Facilitation. CX/Digital transformation.
- Dexterity with markers on whiteboards or paper.
- Marcomms platforms such as Salesforce, Creative Suite/AEM, and AV editing software.

CX & Design Approach

With more then a decade of working product design and customer experience, I bring together an insights agile squad(s) to assist. My focus is
Human-centered product design methodology, facilitating groups, creative thinking and bring viable ideas to life.

Our fees are competitive and I/we only charge for the time you use.

Determine: 'Internal immersion to define objectives and problems to solve'
- Understand the problem(s) to solve from a business, brand, customer, technology perspective; Business
context. Internal understanding of problem(s) solve; proxy mindsets and journeys
- Workshop with core project team, subject matter experts and key stakeholders
- Decide what we need to know more about and clarify research strategy
- Clarify project resources and tighten SOW (statement of work)
- First burst ideas

Discovery: 'External immersion; Empathic research of people's behaviours'
- Understand people, their needs, and behaviours by being the customer, speaking with customers, and analysing expertise about customer behaviour
- Fill knowledge gaps; execute research strategy (quant/qual); primary research/survey, interviews, behavioural data mapping
- Validate initial hypotheses; observe initial research themes
- Second burst ideas

Define: 'Articulate what was meaningful from research'
- Analysis and synthesising of research into core findings and insight statements
- Generate insight statements, Map problem space and opportunity areas
- Define and iterate journeys, infographics

Design: 'Create concepts and prototypes that solve for people’s needs'
- Co-design workshop(s) to quickly generate ideas and concepts based on research insights
- Design prototypes of increasing fidelity; starting with low fidelity concepts and sketches
- Ideas that may form part of a backlog for future releases
- Explore journeys based on research across multiple channels
- Visualise experience maps (I.A., Comms, Automation sequencing etc)

Prototype: 'Iterate concepts based on learnings from customers & business'
- Design of prototypes, experience maps or service blueprints, based on research insights
- Refine prototype/ experience map based on customer feedback; increasing levels of fidelity as required
- Ideas that may form part of a backlog for future releases

Deliver: 'Test and deliver recommendation'

Squad Structure:
Business Owner
Subject matter experts; Stakeholders; 3rd party developers
Partner CX, Management Consultant
Senior UX/CX/SD Consultant
Qualitative & Quantitative Researcher
Data Scientist
UX/UI Designer/Prototyper
Infographic Designer

Sprint Schedule:

Experience

1998 - Research Manager and Co-Founder of Research Centre at OzEmail Internet in Sydney, Australia
2004 - Innovation & Change Consultant at Telstra BigPond in Sydney, Australia
2006 - Digital Producer at Premium Media in Sydney, Australia
2007 - Digital Strategy at The Brand Shop in Sydney, Australia
2008 - Brand Design Director at Future Agency in Sydney/Melbourne, Australia
2009 - CX & Brand Strategy Director at Jack Morton Worldwide in Sydney, Australia
2011 - Digital Strategy Consultant at Moon Communications in Sydney, Australia
2010 - Innovation Management Consultant at How To Impact / Deepend in Syd/Melb, Australia
2013 - CX Strategy Director at Disciple in Sydney, Australia
2013 - CX & Brand Strategy Director at Webling consulting to QIC in Sydney, Australia
2014 - Planning Director, Customer Experience at Possible in Sydney, Australia
2014 - Planning Director, Brand & Customer Experience, at The Works / RXP in Syd/Melb, Australia
2019 - Consultant, HCD Transformation and Brand Strategy at Zoo Republic in Sydney, Australia

2019 - Joined /AVOCA Ventures as a Partner in Sydney, Australia

Today, now.

I work through /AVOCA Ventures as a Customer Experience & Brand, Management Consultant direct to brand and/or agency, bringing ideas to life.

Managing senior business stakeholders, CX assessment, set up and oversight of CX programs of work, ensuring CX projects adhere to standard
human-centered design effectiveness principles, framework, system and are resourced accordingly.

Customer Experience Consultant; including but not limited to quantitative / qualitative research methodology and CX principles. Managing senior
business stakeholders, CX assessment, set up and oversight of CX programs of work, ensuring CX projects adhere to standard human-centered design
effectiveness principles, framework, system and are resourced accordingly.

Execution of CX programs of work from problem definition, discovery, insights (consumer, brand, business, technology, data), and creative ideation,
prototyping with iterative testing, and handover to UX & delivery and development team.

Some brands I've worked with are Qantas, Australian Chamber Orchestra, Luxottica (Vogue Eyewear, Sunglass Hut), Westfield Sydney, OzEmail Internet
Telstra (BigPond, SBI, Telstra Country Wide, ARN), Surf Life Saving Australia, Caltex, Ninemsn, Ford Fiesta, Optus, HTC, Vodafone Australia
First State Super, ING, Toshiba, Canon, LG, Masterpet, Subaru, Toyota, Suzuki, Chrysler, Pimco/Allianz, Suntory; Canadian Club, Woolies Money
PayPal, GSK, Vitasoy, Lion Beer Wine & Spirits, Lion Dairy & Drink, AAP, Yum! KFC, Shell, Avis Budget Group, Australian Pork, Safcol Australia
and Kimberly-Clark UbK.

/AVOCA Ventures supports companies in FinTech, Banking, Technology, Telco, Insurance, Finance, Industry, Government and Agency.

Passion


The most exciting part of being a strategic business thinker is discovering new insights through deep human behavioural research and crunching
the data to bring new commercial ideas to life.

/AVOCA Ventures

/AVOCA Ventures | The UX / CX / SD Management Consultancy

Involvement: Partner | CX & Brand, Management Consultant

We are currently hiring, to see a list of JD's, click Careers

/AVOCA Ventures /Investments

/AVOCA Ventures /Investments | FX & Metals Algorithmic Trading / IG.com

/AVOCA Ventures own a private fund purely run by high-speed computers programmed to follow a defined
set of instructions for the opening and closing of trades, designed based on strategies devised by a analyst.

Optus

Optus | CX Roadmap

Involvement: CX & Brand, Management Consultant / Lead signature CX road map for My Optus App & Optus Live Chat for Optus SLT/DCE (digital customer engagement)
to drive service experience, loyalty engagement, and cross-sell. Lead the ‘Network’ brand comms strategy with Usain Bolt to lift Optus band consideration by 11%.

- CX Awards: B&T AOTY 2016, Ad News CX, Design and Brand AOTY 2017 and 2018.
- Effie Awards: Gold Effie 2018, Finalist Effie 2017.

All working assets, discovery and research artefacts are strictly confidential however available upon request.

Telstra

Telstra | Improvement of UX & CSAT Score

Involvement: CX & Brand Management Consultant / Reduced cycle-time of broadband customer delivery, improved UX and CSAT scores.
Developed vision and change management strategy for Telstra BigPond’s strategy and commercial operations team. Research & creative strategy
for Telstra SBI, Telstra Country Wide, Telstra Surf Life Saving Sponsorship.

All working assets, discovery and research artefacts are strictly confidential however available upon request.

First State Super

First State Super | Lead Nurture Program

Involvement: CX & Brand Management Consultant / First ever new-member acquisition strategy and lead nurture program.

All working assets, discovery and research artefacts are strictly confidential however available upon request.

Lion

Lion | Kirin Cider, Co-lead HCD

Involvement: CX & Brand Management Consultant / Co-lead 10+ formal HCD/innovation projects from deep qualitative insights to commercial impact
for Lion Beer Wine & Spirits, Lion Dairy & Drink.

All working assets, discovery and research artefacts are strictly confidential however available upon request.

Canon

Canon | Digital Strategy, since 2012

Involvement: CX & Brand Management Consultant / Led digital strategy, UX, prototyping & lab testing, choice modelling, 3rd party resource investigation,
and integrated customer experience for consumer engagement platform called ‘Irista’.

All working assets, discovery and research artefacts are strictly confidential however available upon request.

Contact Us

General enquires: click here

Mitesh Solanki
CX & Brand, Management Consultant

/AVOCA Ventures Pty Ltd
ABN 41 604 513 037

eMail : mitesh@avocaventures.com
iPhone :+61 414 648 374

Status :Available for CX / Service Design project work.

Linkedin :www.linkedin.com/in/miteshsolanki/