Tom Champion

Tom Champion is a CX, Digital and Strategic Design professional with over nine years of experience in top tier consulting firms, specializing in industries such as Banking, Insurance, Financial Advice, Wealth Management, Public Sector, Retail, and Telecommunications across Australia, Asia, and Europe.

Apart from his consulting work, Tom is known as a keynote speaker and an award-winning author with a prolific portfolio of books and global reports.

His expertise lies in various key areas which include Customer Strategy, Customer Value Proposition, Segmentation, Product Design, Go-To-Market Strategy, Personas, Loyalty, Retention, Customer Journey Mapping, Service Design, Experience Blueprints, Content Strategy, Measurement Frameworks, Driver Analysis, VoC, VoE, Customer Co-creation, Digital Engagement, Channel Strategy, Ethnography, Prototype Development, Wireframing, User Testing, Information Architecture, Conversational Interfaces, Design Thinking, Human-Centered Design, Agile methodologies, and driving Customer-Centric Cultures.

Tom's educational background includes a Masters in Arts from the University of Sydney, a Certificate in Management from Harvard Business School, an exchange program at Ecole normale supérieure in Paris, and a Bachelor of Arts in Communication and Media Studies from the University of Sydney.

Throughout his career, Tom has held various significant roles including CX Strategy and Insights Lead at Qantas, Head Of Customer Experience at Australian Ethical Investment, Head of Customer Strategy at MLC Life Insurance, CX Strategy Regional Lead at Forrester, CX, Content and Design Lead at Deloitte Digital, Consultant at the World Bank Group, Operations Consultant at CBS Interactive, Project at McKinsey & Company, Medical Information and Analysis Coordinator at International SOS, Department of Public Information Analyst at the United Nations, and Online Editor/Marketing and Communications Assistant at Ericsson.