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Rachel Flitman

Manager, Experience Design
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Rachel is a designer, facilitator and writer with more than 10 years’ experience working at the intersection of stakeholder engagement, experience design and community development.

She is an empathic designer who has worked across international, government and community contexts, delivering infrastructure, services and products in the transport, aviation, emergency management and education sectors. She brings expertise in co-design, facilitation and communications and thrives on helping people explore ideas, develop solutions and engage in powerful and experiential ways.

Influential work

  • Led customer-centred design for the Western Sydney International Airport reference design, contextualising customer insights for engineers and architects to deliver a terminal design with a strongly- embedded customer narrative
  • Delivered a research-backed User Experience Framework for Melbourne Airport Rail Link, including user journey maps to assess the reference design solution and producing over 130 recommendations to optimise user experience
  • Redeveloped key resources and a national disaster preparedness engagement program for Australian Red Cross and worked with state teams to adapt programs for local contexts, successfully meeting national delivery targets
  • Led the co-design process of a multi-million-dollar community grants program for a major energy provider, producing a scheme that acknowledged diverse stakeholder needs and was presented to the National Energy Regulator.

Outside of Nous

Rachel has had a colourful portfolio career, working as a speechwriter and media advisor in Canberra, driving national disaster preparedness strategy and resource development for Australian Red Cross and helping establish the first User Centred Design practice for an engineering firm in Australia at Aurecon. She was a fellow of the inaugural Scaling Impact Fellowship, run by the Social Impact Hub in Sydney; and received a Red Cross Persia Porter Scholarship to conduct research into global best practice initiatives for scaling community disaster preparedness. Rachel volunteers with Red Cross, providing psychosocial support to people affected by emergencies, and is also a volunteer facilitator and mentor with the Australian Jewish Funders, delivering design thinking workshops, masterclasses and coaching to community leaders.

Rachel holds a Master of Community Development (emergency management) from Southern Cross University, a Bachelor of Global Arts (international relations) from Monash University, a Certificate in Public Participation from the International Association for Public Participation, and a Certificate in Workplace Training and Assessment from All Australian Training.

In her spare time...

Rachel loves multi-day trekking (her record is 14 consecutive days on the track!), photography, volleyball and dancing to the Cat Empire.

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