Laila Coulton

I am a highly accomplished leader with 15+ years driving digital transformation and customer experience excellence. I have proven ability to build and lead high-performing teams, optimise operations, and deliver award-winning digital solutions. I have expertise in design thinking, accessibility, and strategic planning, consistently delivering measurable improvements in customer and employee experience.

I started my career as a Management Consultant and transitioned into large corporates 10 years ago to focus on establishing customer centred capabilities and to drive change.

I have held leadership positions at Xero, Coles Group, Telstra, and Accenture, where I led diverse teams and delivered impactful results. My experience includes establishing digital accessibility teams, managing digital experience and accessibility across major brands, and providing strategic consulting in the retail sector. I have a proven track record of managing budgets, optimizing processes, and implementing successful digital strategies, underpinned by a strong educational background and ongoing professional development.

My key achievements include significant improvements in employee experience and operational efficiency through employee experience mapping and blueprinting, leading to the consolidation of tools and substantial time savings. I have also been recognized for my work in digital accessibility, notably at Xero, and have successfully transitioned digital marketing design from agencies to in-house teams at Coles Group. A major accomplishment was establishing the Coles Group Human Centred Design and Digital Accessibility teams, which led to Coles Online receiving the Corporate Website of the Year award at the Australian Access Awards.

Focus

  • Human Centred Design: Convergent and divergent thinking to identify the key problems to be solved and the best ways to solve those problems.
  • Journey Mapping: Mapping employee, technology and customer experiences to sharpen strategies and align on priorities
  • Strategic Planning: Vision, Mission and purpose exploration, Impact vs Effort mapping and prioritisation to build 5 year plans, annual plans and quarterly roadmaps
  • Benefits realisation: Identify hero metrics and establish measurement practices. Create artefacts to share progress up, down and out of the organisation.
  • Change management: Build stakeholder maps, change plans and communication plans to ensure messages cut through noise and reach intended audiences

Services

Monthly retainer

I would like to work under a monthly retainer.