Bringing human-centred design to life - transformation solutions built around people

Rachel is a team leader within Deloitte’s Business Operations practice. She focuses on front-office digital transformations, including end-to-end customer strategies, experience design and technology enablement.

Since joining the firm in 2008, Rachel has worked extensively in the financial services sector, most recently with Lloyd’s of London and Motability Operations. In 2014, she took a three-year secondment to Deloitte’s Vancouver office to broaden her experience and grow the operations excellence and digital practice, working in Public Sector and Financial Services.

Rachel is an outstanding communicator and team leader. Her approach is to put people – clients and their customers – at the centre of projects and build solutions around their needs using human-centred design.

Rachel has established an entirely new practice, Service Design@Deloitte, that applies human-centred design thinking techniques to transformation projects. She has designed a ‘boot camp’ and taken over 200 consultants through immersive training in these techniques. This is now being rolled out globally.

She is highly regarded as a team leader, sponsor, coach and mentor by clients and colleagues at all levels. Everyone who works with Rachel recognises and values the care and personal interest she invests in their development and wellbeing – particularly under the unprecedented circumstances of lockdown during COVID-19. Her energy, passion and can-do attitude is infectious, with many colleagues actively seeking opportunities to work under Rachel’s leadership.