Independent full-service customer experience agency CX Lavender has expanded its senior strategy team with the appointment of Francesca Tschuchnigg to CX and innovation director.
Tschuchnigg joins from Optus as a CX design lead, where she led both core product and the Optus Sport customer experience and innovation teams. Her experience also spans agency and media owner side.
Tschuchnigg will now oversee CX innovation and digital product delivery at CX Lavender. She will work closely with digital design partner Stan Cheung and report to CSO Kim Verbrugghe.
Verbrugghe said the agency is really excited to have Tschuchnigg join.
“Fran and I have worked together before, so I know she brings the perfect mix of smarts and creativity to complex business problems," Verbrugghe said.
"Not only that, she’s a unicorn who can stretch from CX to product to UX. Her background in start-up, agency and client side make her the perfect all-rounder, balancing innovation and commercial delivery.
"Delivering 10X client growth today requires exactly these skills.”
Tschuchnigg said her time at Optus taught her about building category-leading experiences for mass scale, balancing innovation with commercial return.
"CXL’s ability to execute end to end is rare and the team here is brilliant, so I’m looking forward to bringing these learnings back to agency side. Having worked with Kim before, I’m certain we’ll deliver," Tschuchnigg said.
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