Samantha McCallum

Managing Director @ Outfoxed

About

Sam is an innovation leader whose strength is helping businesses define customer-centred growth strategy, leveraging market trends, technology and customer behaviour insights to adapt and anticipate change. With deep expertise as a CX Strategist, researcher and facilitator, Sam's expertise lies in blending strategic foresight with proven methodologies (Lean Startup, Human-Centered Design, Agile) to help businesses define and deliver their future-state. Her 20 years experience spans consultancies, digital agencies, and client-side leadership roles in product design and marketing. Roles include; Head of Experience Design at Latitude Financial, Head of Marketing at Fairfax Media and Strategy Director at R/GA. In her current role as Managing Director, Sam works with a portfolio of startups as an advisor and mentor, as well as with enterprises and ASX-listed clients through her innovation consultancy Outfoxed. Throughout her career Sam has led teams and crafted new products and digital experiences across varied industries, including: * Telco (e.g. Telstra, nbn) * Finance (e.g. Macquarie Bank, Latitude Financial, Fintechs) * FMCG, Grocery & QSR (e.g. Woolworths, McDonald’s) * Media (e.g. Pacific Magazines, Fairfax Media) * Retail (both digital and bricks and mortar environments) * Government She's a strong advocate for cross-functional collaboration and thrives on aligning all levels, from C-suite and Board to Delivery and Product, towards achieving a shared future vision.

Country

Australia

City

Greater Brisbane Area

Industry

Management Consulting

Skill

Collaborative Leadership, Emerging Technologies, Customer Satisfaction, Strategic Design, Presentations, Problem Solving, Design Thinking, Business Case Design, Customer Research, Customer Driven Innovation, Web Design, Cross-functional Team Leadership, Product Strategy, Growth Strategies, Customer strategy, Strategic Brand Positioning, Strategic Insights, Qualitative Research, Design Research, Quantitative Research

Experience

Managing Director

Outfoxed

2022-3 - Present · 4 yrs 7 mos

Melbourne | Noosa

Customer-led innovation that takes your people on the journey. Combining the best of strategy and human-centred design with capability uplift programs to ensure businesses define and deliver their future-state. Services: - Product strategy, Discovery and Prototyping - Customer needs-based segmentation - Human-centred Design Team capability uplift Using a flexible toolkit we can address a variety of innovation challenges. Leveraging: - First principles thinking - Disruptive theories - Human-Centred Design - Lean start-up - Jobs to be Done (JTBD) theories - Platform innovation frameworks outfoxed.co

CX Director / Head of Experience

2021-8 - 2022-3 · 8 mos

Sydney / Melbourne / Brisbane

Head of Experience Design (CX, SD, UX, UI)

Latitude Financial Services

2020-7 - 2021-8 · 1 yr 2 mos

Melbourne, Victoria, Australia

Led the Design Profession Led the UX & CX design teams for Latitude’s Instalments business Part of the Instalments & Commercial leadership teams

CX Design Principal

Latitude Financial Services

2019-5 - 2020-7 · 1 yr 3 mos

Docklands, Victoria, Australia

The first member of the CX Design team at LFS, helping to scale CXD across the business Led CX for the LPay launch Part of the CX leadership team and the Technology & Ops Leadership team

CX | Innovation | Customer & Brand Strategy consultant

Freelance/Self Employed

2015-8 - 2019-5 · 3 yrs 10 mos

Sydney & Melbourne, Australia

Regular projects for: R/GA Sydney, Digital Consultancy Growth Mantra, Management Consultancy Simon Kucher & Partners, Management Consultancy SMB clients and start-ups 2018/19: engagement with nbn; the work focused on defining customer insights and the CX strategy, working across business (SMB, E&G) and residential customer segments. Specialties: - Executive and C-Suite stakeholder management, experience working with and reporting to Boards - Leading multi-disciplinary teams - Innovation and growth strategy - End-to-end customer solutions and strategy through discovery, ideation, prototype creation and testing, iteration and implementation - Insights-led and data driven approach to problem solving to create business transformation solutions - Customer experience (CX) and Service Design expertise (e.g. customer journeys, personas, service blueprints) - Brand strategy and CVP development (including positioning, brand blueprint and architecture development) - Human-centred design methodologies - Insights and trends reports: Analysing and leveraging trends, competitive analysis, market reports, analytical data, CX metrics data (CSAT/ NPS, VOC) and customer insights - Marketing and customer strategy - Qualitative and quantitative research

Senior Insights Manager, CX

nbn® Australia

2017-11 - 2018-12 · 1 yr 2 mos

Sydney & Melbourne

Defining customer insights and the CX strategy for nbn's Business (SMB, E&G) and Residential customer segments.

Strategy Director

R/GA

2016-1 - 2016-7 · 7 mos

Sydney, New South Wales, Australia

Clients included; Telstra, Google, Macquarie Bank and TabCorp

Customer Experience Strategy Consultant

Growth Mantra

2013-9 - 2015-8 · 2 yrs

Growth Mantra is a boutique management consultancy focused on innovation and business growth. At Growth Mantra I worked on business transformation projects for some of Australia’s leading companies, creating long-term growth strategies to combat widespread industry disruption. McDonald’s and Woolworths were key clients.