JESSICA WISNIEWSKI
Associate
Customer experience and transformation leader with a clinical foundation as a Registered Nurse. Jess uses Human-Centred Design to build customer-led services and teams, and created Australia's first VR insurance literacy simulator.
Jess is a customer experience, strategy and transformation leader with more than 18 years' experience across healthcare, insurance, government and higher education. She began her career as a Registered Nurse in oncology and palliative care, and that grounding still shapes how she works. She starts with the customer, then uses that insight to set strategy, choose priorities and design services that work for the people using them.
She works as a trusted advisor to executive teams, turning customer insight into plans people can deliver. She has brought Human-Centred Design, Voice of Customer and continuous improvement into how organisations in regulated sectors operate.
Customer-led executive
Most recently, Jess was Director of Customer Support at a large Australian university, leading a division of around 60 people that supported more than 60,000 students and 4,000 staff. She guided the division through a major service transformation, led the set-up of a new multichannel staff contact centre model with two new leadership tiers, and introduced a face-to-face service that lifted engagement among academic staff by 70%.
Strategy & Digital Transformation
Jess has advised a Chief Information Officer on digital strategy, bringing the student and staff experience into how technology initiatives were prioritised and governed. Across close to nine years at IAG, she shaped customer and community strategy at executive level, created Australia's first VR insurance literacy simulator, rolled out nationally in retail stores, and helped introduce Human-Centred Design into the business, including its first Customer Lab in Workers Compensation. Earlier, she spent seven years in a Victorian government injury compensation scheme, supporting people through recovery and helping shape its client experience strategy.
Governance & Industry Leadership
Jess has served as a Non-Executive Director of an NDIS-registered not-for-profit disability support provider, providing strategic governance and policy oversight. She chaired ANZIIF's Generation I Council, leading 12 emerging insurance professionals across Australia, Singapore and New Zealand, and holds a Postgraduate Diploma of Financial Services.