Rosa Shand

rosalshand@gmail.com | +44 7848931347
Eligible and available to work in the UK from July 2024

Experience

Download CV
PwC New Zealand    
Customer & Citizen Transformation Consulting

Senior Analyst
JUL 2022 ⎯ CURRENT

Analyst
JAN 2019 ⎯ JUL 2022

Intern
NOV 2018 ⎯ FEB 2019
 Design Methodologies 
Developed a robust toolkit of design methodologies to address complex challenges across public and private sector work including design thinking, design sprints and agile.

Customer Experience (CX)
Developed customer experience and service design skills. Designed and carried out qualitative customer research including interviews and testing to inform customer experience, built customer journey maps to map pain points and opportunities to improve customer and business outcomes, created service blueprints to understand relationships between customer experience, technology and business processes. 
Built customer personas and archetypes and generated insights from customer research to inform customer interventions and change plans. 

Collaboration, Workshop Design and Facilitation
Contributed to building collaborative environments, fostering teamwork across diverse functions and stakeholders, and designing and facilitating effective workshops.
Prototyping and Visual Storytelling
Experienced in prototyping, visual storytelling, and visualising complex information to communicate ideas effectively.

Commercial Acumen
Developed strong commercial acumen through consulting across various industries and organisations, contributing to the improvement of business outcomes by applying design thinking approaches.

Coaching and Leadership
Contributed to the professional development of others by developing and delivering training in design thinking and visual communication and coaching an intern throughout their summer internship.


Studio Red Wellness Customer Experience Consultant NOVEMBER 2023 - MAY 2024Customer experience review of premium yoga studio and their online classes as the business prepares to expand into digital offerings for both the home and for luxury property development.


Mildred & Co
Customer Service Manager  
NOVEMBER 2017 - FEBRUARY 2018Managed end to end experience for couples wedding gift registry service. Processing orders, customer service and administrative duties. Identified operational areas for improvement and designed new systems with the owner.


Other experience
SEPT 2017Ocean  

[Design group]
Design Experience2014 - 2017  
YoungShand  

[Digital marketing]
Intermittent design intern work
DEC 2015 - JAN 2016
Deadly Ponies
[Luxury leather bags]
Design & Marketing Internship
DEC 2015 - JAN 2015Workshop Denim
[Fashion retail]
Retail assistant
Education
Massey University,
New Zealand FEBRUARY 2016 - NOVEMBER 2019
Bachelor of Design (with first class honours), majoring in Visual Communication (equiv. to one year of a masters degree)
Awards
Industry

2020
  • Design for Public Good Bronze Award - Design Institute of New Zealand 

Massey University

2016
  • High Achievers scholarship for arts 
  • High Achievers scholarship for academics 

2017
  • Shortlisted Hinemoa Hilliard Memorial Scholarship for strong academic writing about Maori art and design
School

2015
  • NZQA scholarship history
  • NZQA scholarship design
  • Lion Foundation Young Enterprise Award for excellence in global sales & marketing

Skilled volunteering

Endometriosis
New Zealand
DEC 2023
Insights generation for Endometriosis New Zealand - analysis of survey results to inform key messaging