As a Strategy & Operations Leader, I specialize in helping businesses scale their Success and Support teams with Digital and AI-first experiences. Currently, I lead the global customer experience operations team at SafetyCulture.
The most complex business processes require a multi-modal approach to innovation - whether design-led, agile, or through the utilization of AI tools. I deliver results by building teams and programs that are multi-disciplinary, focused, and adaptable.
I am an advisor to Women In Innovation, a not-for-profit dedicated to closing the gender gap in innovation, and have taught experience design at CCA, Berkeley Haas, Notre Dame, and Stanford's d.school.
Career Highlights.
Bloomberg Philanthropies Challenge
Only lead to have 2 x cities win the Bloomberg Philanthropies Mayors Challenge - receiving $1M in innovation funding each (2018).
WIN: Women In Innovation
Doubled membership of Women In Innovation in the year I led the SF chapter (2019). Launched WIN:Relay, a development program to create new paths to innovation leadership (2021).
Dreamforce Ways of Working
Presented at Dreamforce 2019 on ‘Scaling New Ways of Working’ with attendance at 103% and an audience score of 4.3 / 5.
Skills.
Executive Communication
Work with CxO stakeholders across a wide range of industries.
Experience Design
Teach, guide and enhance design led methods to deliver tangible results.
Cross-functional Leadership
Lead teams of mixed capabilities in matrixed organizations.
Business Process Innovation
Help companies navigate complex business processes through AI.
Workshop Design and Facilitation
Plan and execute carefully curates activities to reach alignment.
Ecosystem and Service Design
Understand, untangle and visualize meaning from complexity.
Project Scoping & Team Tools
Shape projects and teams to deliver in ambiguous environments.
Research
Qualitative and quantitative research including NPS and CSAT.
Summary of Recent Experience
I lead a team of 60 scaled CSMs, knowledge experts, technologists, experience designers, and program managers to scale SafetyCulture’s success and support capabilities. I also advise start-ups and scale-ups on how to organize their success and support teams to deliver with AI and digital experiences first, using human resources for the most strategic and complex customer work.
As of December 2021 took on a Senior Director role within the Success Strategy Team, spearheading innovation within the Success pillar of the Customer Success Group where I am responsible for delivering the processes, tools and stategy for 1800 CSMs globally. Formerly I led the strategic insights team within Ignite - a program for enterprise customers to envision their ideal customer experience and accelerate their digital transformation journey.
Jump
2016 – 2018
Jump is a leading strategy and innovation firm. As a Director of Strategy and Insights I advised leaders on strategic growth issues, conducted qualitative and quantitative customer research, launched new businesses, and led training to expand teams’ innovation capabilities.
RSG Consulting
2014 – 2016
RSG Consulting is an innovation consultancy and think tank based in London. As a senior consultant I conducted research with senior partners and executives in the professional services industry and partnered with the Financial Times to publish the Financial Times Innovative Lawyers Reports.
I have over a decade of experience in business consulting, including seven years of people management experience. For a complete CV please reach out to me at laurahydepage@gmail.com.
I am the things above, but I’m also a Dutch-Australian, architecture and design enthusiast, active mom of two, advisor to Women In Innovation, terrible baker, pre-COVID traveller, and occasional hiker..
I have lived and worked in London, Hong Kong, and San Francisco, returning home to Sydney, Australia,
in 2022.