Oliver Frohlich
CUSTOMER SUCCESS | HUMAN-CENTRED DESIGN
Summary
Customer Success, shaped by Human-Centred Design.
With 5+ years designing and improving digital experiences, I focus on helping customers unlock meaningful value. I connect what customers need with how services are delivered, to improve uptake and strengthen long-term outcomes.
I look at the experience and the system behind it, and work to improve them together.
Work Experience
Experience Designer
April 2025 - September 2025
Westpac Group
Led a large-scale insurance transformation program with Allianz to support internal and external customers through service change and experience optimisation. Strengthened customer outcomes in line with regulatory and business goals.
Selected Projects
◉ Worked cross-functionally to improve adoption and reduced friction across critical service journeys.
◉ Facilitated Voice of Customer (VOC) research, usability testing and feedback loops to validate readiness and inform progressive improvement.
◉ Defined and tracked success metrics to measure experience performance and value realisation.
◉ Identified lifecycle risks to protect satisfaction, trust, and retention.
CX & Service Designer
October 2023 - April 2025
Westpac Group
Led four enterprise-wide digital transformation programs including Procurement Transformation, LMS Automation, Records-Management Modernisation, and Hardship Optimisation, driving long-term employee and customer value.
◉ Influenced target operating models across regulatory programs to enable scalable delivery.
◉ Embedded a culture of employee-led improvement to drive service implementation and adoption.
◉ Defined foundational experience success metrics and tracked post-launch performance to measure adoption, satisfaction, compliance, and operational impact.
◉ Conducted Voice of Customer research to identify friction points and operational inefficiencies.
◉ Designed and validated service concepts to improve onboarding, activation, and sustained usage.
Service Designer
July 2021 - October 2023
Westpac Group
Led service transformation across International, First Nations, and Youth & Family segments to improve engagement, accessibility, and long-term customer value across digital and physical experiences.
◉ Led Voice of Customer research and delivered end-to-end journey mapping to identify friction, lifecycle risks, and growth opportunities.
◉ Designed and validated service concepts to ensure measurable value prior to rollout.
◉ Facilitated cross-functional co-design and prioritisation sessions aligning initiatives to customer and commercial outcomes.
Skills & Tools
Customer-Success
Cross-Team Leadership
Experience Design
Performance Tracking
Service Design
AI-Driven Experience Optimisation
Digital Transformation
Education & Certificates
Bachelor of Design Computing
University of Sydney — 2020
AI Powered Customer Success Certificate
Coursera - March 2026
