JANDIE LINDSAY
ABOUT ME
Introduction. Skills. Experience
INTRODUCTION
Hi there! My name is Jandie, and I have been working at Revenue NSW for the past decade. I have always had a passion for providing seamless experiences, leading and coaching others, and improving processes for our customers and staff.
​I started my design career in 2020, initially as a CX designer and then transitioning to a UX/UI design in 2022 where I have been able to grow as a designer and ensure that the user experience is a priority when designing new products.
I’m passionate about combining research, design thinking, and technology to deeply understand complex problems and use those insights to innovate and highlight solutions that transform people’s lives and improve how businesses function.
With 10 years of experience in the public service, over 15 years experience in leadership, and recent experience in agile project management and information technology, my goal is to work with a business where I can share my knowledge and leverage my leadership and design experience to improve how product design is delivered.
I am committed to continually developing myself, developing efficient processes, learning new ways of working, and collaborating to solve complex problems in an ever-changing environment.
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Fun Fact! In my spare time I compete in amateur body building competitions which demonstrates my ability to be focused, determined and committed when times are tough!
SKILLS
RESUME
SENIOR PRODUCT DESIGNERÂ - REVENUE NSW
Jan 2022 - Current
Driving a standardised framework for product design across Revenue Digital, including the introduction of formal design reviews and DesignOps methodologies
Collaborate with Solution Architects, Business Analysts and Developers to understand system capabilities, business requirement and how to best solve digital problems for fines customers.
Developing and managing the design plan for MyFines designers while leading discussions and decisions on user experience solutions
Assisting with on-boarding product designers in Revenue Digital teams
Maintaining key relationships with designers & stakeholders across DCS
Usability testing, workshop facilitation, synthesis and insights, and heuristic analysis
BUSINESS ANALYST - REVENUE NSW
Sept  2021 - May 2022
Worked with stakeholders to gather business requirements and understand existing processes and limitations
Analyse data and information to monitor and improve customer service
Translate technical and complex information clearly and concisely for diverse audiences across fines and debt.
Gather information for, and prepare documentation to make recommendations to improve efficiency, cost management and service delivery.
CUSTOMER EXPERIENCE (CX) DESIGNER - REVENUE NSW
Nov 2020Â - Sept 2021
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Identify opportunities to enhance the customer experience by gaining a deep understanding through research
Conduct qualitative research including preparation, recruitment, execution, and synthesis of key customer insights
Create and utilise detailed customer journey maps and service blueprints to develop insights about customer needs, expectations, pain points and opportunities
Design Thinking and experience in agile design methodology
Plan, design and facilitate engaging co-design activities and workshops (virtually and face to face)
Proactively build partnerships with key stakeholders to strengthen trust and collaboration
Develop prototypes that assist process and requirements development
Usability Testing planning, facilitation, measurement, and Heuristic Analysis
TECHNICAL ADVISOR - REVENUE NSW
Aug 2020 - Nov 2020
Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and organisation wide objectives
Coordinate and plan capacity, and assign work for staff
Perform performance reviews with direct reports
Evaluate performance and effectiveness of services, systems and processes and identify improvements to inform future changes
Analyse data and information to monitor and improve customer service
Translate technical and complex information clearly and concisely for diverse audiences
Gather and collate information for, and prepare documentation to make recommendations to improve efficiency, cost management and service delivery.
OPTIMISATION ADMINISTRATIVE COORDINATORÂ - REVENUE NSW
Dec 2018 - Aug 2020
Gather and collate information for, and prepare documentation to make recommendations to improve efficiency, cost management and service delivery.
Develop, implement, review and update administrative systems, processes and policies to ensure compliance with agency standards, policies and procedures
Assist vulnerable customers to establish fair and manageable outcomes
Provide coaching to staff to develop skills in project management and root cause analysis
Identify appropriate learning opportunities for team members and provide guidance to complete
Prepare and present detailed reports on business unit performance
Analyse complex ideas and complaints lodged in MyCustomer
Research, analyse and initiate ideas relating to system updates, online services, payments, communications, and process changes
Proactively build partnerships with key stakeholders to strengthen trust and collaboration
Participate in and act as a SME in working groups and projects for the Fines product
Recognise performance issues that need to be addressed and seek appropriate advice