Customer
Experience
Specialist

• Mapping customer touchpoints and overseeing their optimisation
• Strategic communications with business partners, enterprise customers, competitors and providers
• Internal and external content strategy
• Keyword analysis
• Product and website UX design and review of UI design
• Customer support management (including selecting and integrating Zendesk)
• Reputation management
• Copywriting team mentoring and training
• High value copywriting
• Conversion rate optimisation (CRO)
• Selection and setup of off-the-shelf project management tools
• Contribution to business strategy, employee development & SEO
• Review of legal contracts, research on legal issues (e.g. GDPR), writing privacy policy

Glenn is the most outstanding and professional customer experience consultant I've ever seen, bar none."

Kevin Zheng Owner, Easeware Technology Limited

For six months, I performed the role of Acting UX Manager and Product Owner. I wrote user stories, designed wireframes, submitted Jira issues, managed their UI designer, liaised directly with the development team to ensure they understood and complied with the written requirements, and contributed to testing. After the company found a full-time UX Manager, I switched to managing the quality and output of the company’s team of copywriters, who were responsible for writing scripts for product demo videos. I also wrote some of their trickier web copy, email sequences and internal communications, and wireframed the new website for the Winning Services division.

Glenn has the rare ability to turn complex systems into simple, easy to use interfaces. He understands the user’s perspective very well and is able to integrate this within the product roadmap. His attention to detail is remarkable, he is always keen to learn new things, and he communicates well with different stakeholders and with the dev team. He is always positive, approachable and very easy going. I would be happy to work with him again in the future."

Rale Chung Head of Web Development, Appliances Online

Over a one-month period, I prepared:

• A 21-slide interactive wireframe to illustrate my recommended approach to their intranet layout and structure – applied to a typical procedure
• A 15-page style guide for writing casework procedures
• A 7-page sample casework procedure
• A 3-page casework procedure document template
• A 59-point editorial check-list for procedure writers
• A 2-page indexing recommendations document

Thank you for all of your patience and the great work you did for us. You were so easy to work with and accommodating of all our issues, and you did a great job of translating what we needed into an end product!"

Allana Christie Director Operations, Community Services NSW

I planned, wireframed, wrote and designed the UX for Loanworks’ 30-page website. My partnes Ian, Roland and Krisztian then designed and developed the site, and Ian designed their logo and style guidelines.

Since then I’ve also written whitepapers, blog posts, ads, emails and many other copy pieces, performed their keyword analysis for SEO, and helped them name their products and services. Ian has also designed a swag of collateral, including brochures, stationery, whiteapapers, ads and banners.

We continue to work with Loanworks today.

Really appreciate you and your team working with us on this. We’re excited and thrilled with the result and think it will really add to how we present in the market. We’ve already had very positive feedback on the logo etc and I hope/expect that our clients will feel equally positive with the website… Simply put, the biggest plus for us is you doing what you said you would when you said it would be done. I think you taking the time to understand our business also reflects in the end result with our positioning, value proposition and calls to action much clearer."

Satish Chand CEO, Loanworks

I planned how the site would generate its copy, wrote all of the copy ‘pieces’ it drew on to generate that copy, wrote some of the code that generated it, wrote and submitted their patent application, planned and scripted their demo video, planned their entire website, and wrote all of their web copy.

Without Glenn, we would never have gotten this business off the ground."

John Shore Sales Director, PropertyBlurbs.com

• User experience (UX) strategy and design
• Information architecture (IA) design
• Content and communications strategy
• Copywriting
• Microcopy
• Script writing
• Product design, management and ownership
• Customer support strategy and management
• Design & development management

I’ve been thrilled with the results! The quality of his work is excellent - second to none. I’ve found him to be insightful, motivated and passionate - a joy to work with and a huge asset to our team. I can’t recommend him highly enough."

Stephanie Drewe Director, My Corner Shop

I wrote the company’s SEO web copy and planned their website (including all the elements of the home page, the main navigation menus, and the site structure).

My partners, Ian, Roland and Krisztian, then designed the site and logo, built the site in WordPress. Finally, we wrote and produced an explainer video, wrote case studies and eDMs, designed business cards and created a variety of other collateral.

If you want the best, you’ve found it. Very easy to work with, laid back guys, I found they relate well and that’s why I will continue to use their services. It’s just easy. One size does not fit all in www-land and they truly have the unique creative streak required to thrive in this industry and deliver the best possible results!"

Damon Joseph Owner, Cloud Networks Australia