Hello. I’m Tracy Brown, a strategy and design leader, published expert, and part-time artist and illustrator.

I help organisations transform how they serve their customers while supporting the people who build their products, services, and experiences.

With over 30 years of global experience working across four continents, I work at the intersection of customer and employee experience, digital strategy, product design, UX, service design and transformation leadership.

Whether you're scaling a startup or leading change in a large enterprise, I bring clarity, creativity and strategic insight to complex challenges. I’m open to board advisory roles, C-suite leadership roles or consulting on transformation projects using a daily consultancy rate model.. Download my CV or view my LinkedIn profile you need more insight into my background.

Strategy and design leadership

I help clients of all sizes in all sectors with interconnected experience strategy and transformation. My core focus areas:

  1. Customer Experience (CX) and Service Design. Building CX, service design, HCD transformation and innovation strategies and UX analysis.

  2. Employee Experience (EX) and Strategic Design Ops. Creating and optimising strategy and design teams and uplifting creative EX.

  3. Learning Experience (LX) and Instructional Design. Building courses, training and examining business models for learning potential.

  4. Human-centred AI strategies. I help organisations develop human-centred AI strategies with a focus on ethics, responsible design, team readiness, and how experiences evolve in an AI-integrated world.

  5. Vision prototyping. While I no longer generate detailed wires or UI design, I create digital service and product concepts with collaborators.

Whether you're building a new strategy, rethinking your strategic design practice, or navigating the impact of AI, I'd love to hear from you,

Published Insights

I am the author of the books How We Talk About Work and How We Talk About Leadership, illustrated guides and insights from two global research studies focussing on talented digital practitioners from around the world. They are tools for employers to get up close to real opinions, hopefully inspiring them to think of their transformation and innovation talent as more than just resources.

I share my perspectives on Medium, this site and have published a number of essays. I have contributed to many other industry publications, such as UX Magazine and Mavens.

I have also been interviewed about my work throughout my career, the latest of which was RMIT University’s FORWARD SkillsCast.

Illustration and artwork

I illustrate books and essays, create hand-drawn cel animations, and occasionally use visual storytelling in my strategy work. My artwork, created in paint, ink and fabric, is typically commissioned privately and explores both abstract and narrative forms.

Take a look at my illustrations and artwork.