Richard L.
Melbourne, Australia0
Closing the gap between AI deployment and business value | Deploying Coherence OS | Operating model design & governance | Founder, Divergent Kind | ex-NAB Labs, Virgin Australia, Apple Inc.
Product design leader with 15+ years across digital products, customer experience and enterprise change. Built Virgin Australia's design capability from two people to more than 20 and set up its design system.
AI Fluency
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Q&A
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Projects
V
Videography
Music video clips for artists, short films.
M
Music Photojournalism
Clients include: triple j mag, Furst Media (Beat Magazine), Triple M, Nova 100, Gotye
F
Fine Art Photography
Experience
Founder & Principal
Divergent KindJun 2023 — Present · Australia
Runs an independent design and operating-model practice, started alongside employment and full-time from October 2025. Leads discovery and experience strategy for complex services, turning research and operational evidence into prioritised opportunities. Designs human-AI workflows where responsibilities, hand-offs and review points are clear and people keep control over consequential decisions.
Associate Design Director
NCS Group AustraliaJan 2024 — Oct 2025 · Australia
Led AI and digital design engagements for enterprise and government clients in utilities and transport. Turned ambiguous briefs into service concepts, buildable requirements and roadmaps, and aligned business, product, design, data and technology teams around customer evidence and delivery priorities.
Experience Design Manager
Virgin AustraliaMay 2020 — Jun 2023 · Melbourne, Victoria, Australia
Built and led the airline's internal product and experience capability from two designers to more than 20, managing an A$1 million budget through post-administration transformation. Established the design system and shared research, design and delivery practices, and set experience direction across booking, ancillary and loyalty journeys. Worked with CRO specialists HighRes to help drive more than A$100 million in digital-channel revenue, and set up A/B testing and test-and-learn practices.
Product and Service Design Consultant
Australian Trade and Investment Commission (Austrade)Jul 2019 — Mar 2020 · Melbourne, Victoria, Australia
Designed the Find An Opportunity platform for Australian exporters using qualitative and quantitative research, service design and stakeholder collaboration. Worked with business analysts and developers to turn complex trade information into customer-facing journeys and feasible delivery requirements.
Education
RMIT University
Bachelor of Fine Arts (BFA) in Photography and Sound (design, engineering, production)
Jan 2005 — Jun 2008
General Assembly
User Experience Design Immersive (UXDI) in User Experience - UX
Jan 2015 — Jun 2015
User Research
User Testing
Interaction & Interface Design
Information Architecture
Prototyping & Testing
Working with Teams & Clients
Box Hill Institute
Advanced Diploma in Composition (contemporary)
Jan 2003 — Jan 2004
Credentials
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Skills
Domain ArchitectureOrganizational ConsultingChange ConsultingSystem ArchitectureOperating Model DesignStrategic DesignDecision SystemsOrganisational DesignProduct StrategyEnterprise TransformationLeadership DesignExecutive AdvisoryChange ManagementOrganisational EffectivenessCulture & Ways of WorkingGovernance Design