Available to hire
Hello! I am Mauricio Perez, a User Experience Architect with 15 years of experience in Sydney, Australia. I specialise in Service Design, Customer Experience (CX), and User Experience (UX). I improve your products and services by focusing on the needs of users, customers, citizens, and even staff.
Together, we find the right problem through research, analysis, and synthesis. We can find the right solutions through design, testing, and iteration. I work in the government, financial, health, and communication sectors. I am passionate about accessibility, inclusiveness, environmental, and ethical design practices.
Experience Level
Expert
Expert
Expert
Expert
Expert
Intermediate
Language
English
Fluent
Work Experience
UX Research Lead at Legal Aid
April 1, 2022 - PresentContract UX researcher leading qualitative and quantitative studies; defining strategic research plans; mapping current and future user journeys; communicating actionable insights to align stakeholder decisions; supervising an external junior researcher.
UX Research & Evaluation Lead at Defence Australia
June 1, 2025 - September 30, 2025Contract to improve learning outcomes and HCD practices; defined success criteria with stakeholders; mentored three APS6 UX Researchers; designed LMS course content guidelines; advanced HCD maturity and cross-team collaboration.
CX Service Design Manager at NSW Department of Climate Change, Energy, Environment & Water
June 1, 2024 - September 30, 2025Contract to scale Biodiversity Offset Scheme; led Senior Business Analyst; improved data accuracy and processing speed; clarified future-state services and data requirements.
Service Design Manager at Westfund Health Insurance
January 1, 2024 - September 30, 2025Contract to identify new services to attract younger members; developed wireframes for prototyping to support member health and CX improvements.
Service Design Lead at NSW Department of Education
June 1, 2023 - September 30, 2025Contract to plan and implement Performance Management & Development framework for corporate staff; deliver current and future-state service blueprints and stakeholder workshops with school principals.
Lead UX / Product Designer at Department of Education, Skills and Employment
April 1, 2022 - September 30, 2025Contract to deliver UI for Workforce Australia for employers; strategic service design and UI design in Figma; supported user research and WCAG AA 2.1 compliance.
HCD / CX / UX Lead at Design Aware Superannuation
November 1, 2021 - September 30, 2025Contract to lead HCD/CX strategy, research, design and testing of Retirement Calculator, Member Contributions; facilitated CX workshops for Customer Service managers; achieved notable usability metrics.
UX Research Lead at Legal Aid
April 1, 2022 - PresentUX Research consultant managing an external Junior UX Researcher for Legal Aid NSW & LawAccess websites. Defining strategic research plans and activities; planning and conducting qualitative and quantitative research; evidence-driven mapping of current and future user journeys; communicating actionable insights and aligning stakeholder decisions.
UX Research & Evaluation Lead at Defence Australia (Defence Learning Solutions - DLS)
June 1, 2025 - September 30, 2025Sought to improve learning outcomes for staff and contractors by implementing a human-centered strategy to shift mindsets and methods, enhancing HCD maturity within the DLS directorate; mentored three APS6 UX Researchers; designed LMS course structure and content guidelines.
CX Service Design Manager at NSW Department of Climate Change, Energy, Environment & Water
June 30, 2024 - September 30, 2025Led service design for the Biodiversity Offset Scheme to improve efficiency and scale; managed Senior Business Analyst; improved data accuracy, reduced processing time, and clarified future-state services and data requirements.
Service Design Manager at Westfund Health Insurance
January 31, 2024 - September 30, 2025Identified opportunities to attract younger members by designing new services and wireframes; addressed rising costs and claims; delivered prototyping.
Service Design for the NSW Department of Education at NSW Department of Education
June 30, 2023 - September 30, 2025Planned to implement the Performance Management & Development framework for corporate staff; conducted current-state research and produced future-state service blueprints; facilitated stakeholder workshops with school principals; defined success criteria.
Lead UX / Product Designer at Department of Education, Skills and Employment
April 30, 2022 - September 30, 2025Worked in a multi-disciplinary team, managing stakeholder expectations; delivered UI for Workforce Australia for employers; contributed to strategic service design & research; collaborated on WCAG AA 2.1-compliant UI in Figma.
HCD / CX / UX Lead at Design Aware Superannuation
November 30, 2021 - September 30, 2025Led HCD and CX strategy, research, design and testing of Retirement Calculator, Member Contributions and CX workshops for Customer Service managers; achieved UX metrics for prototype (74% task completion, 76 SUS, 8.4 NPS).
UX Research Lead at Legal Aid NSW
April 1, 2022 - PresentContract UX Research Lead; manages an external Junior UX Researcher for Legal Aid NSW & LawAccess websites (Publications, Represent Yourself, Do Your Own Divorce, For Lawyers, My Problem Is About). Responsibilities include defining strategic research plans, planning and conducting qualitative and quantitative research, evidence-driven mapping of current and future user journeys, and communicating actionable insights to align stakeholder decisions.
UX Research & Evaluation Lead at Defence Australia
June 1, 2025 - September 30, 2025Contract role for Defence Learning Solutions (DLS); led efforts to improve learning outcomes for staff and contractors through a human-centred strategy, mentoring three APS6 UX Researchers, and maturing HCD practices within the directorate.
CX Service Design Manager at NSW Department of Climate Change, Energy, Environment & Water
June 1, 2024 - September 30, 2025Contract to improve processing efficiency of the Biodiversity Offset Scheme; led Senior Business Analyst in the team; delivered improved data accuracy, faster processing times, and clarity on future-state services and data requirements.
Service Design Manager at Westfund Health Insurance
January 1, 2024 - September 30, 2025Contract to enhance member health experiences and attract younger members; identified new services and developed wireframes for prototyping.
Service Design Lead at NSW Department of Education
June 1, 2023 - September 30, 2025Contract to plan and implement the Performance Management & Development framework for corporate staff; conducted current state research and produced future state service blueprints to improve support services to schools and staff.
Lead UX / Product Designer at Department of Education, Skills and Employment
April 1, 2022 - September 30, 2025Contract to deliver UI for Workforce Australia for employers; contributed to strategic service design and research; collaborated on UI in Figma and supported user research and service design activities; ensured WCAG AA 2.1 accessibility in UI.
HCD / CX / UX Lead at Design Aware Superannuation
November 1, 2021 - September 30, 2025Contract to lead HCD/CX strategy, research, design and testing of key CX initiatives (Retirement Calculator, Member Contributions) and run CX workshops for customer service managers; achieved notable usability and CX outcomes.
UX Research Lead at Legal Aid
April 1, 2022 - PresentContract-based role leading UX research for Legal Aid NSW and LawAccess websites (Publications, Represent Yourself, Do Your Own Divorce, For Lawyers, My Problem Is About). Defined strategic research plans and activities; planned and conducted qualitative and quantitative research; created evidence-driven maps of current and future user journeys; communicated actionable insights to align stakeholder decisions; managed an external Junior UX Researcher.
UX Research & Evaluation Lead at Defence Australia
June 30, 2025 - October 12, 2025Contract role supporting Defence Learning Solutions to improve learning outcomes by implementing a human-centered strategy; mentored three APS6 UX Researchers; defined success criteria with stakeholders; trained staff on accessibility & inclusion; designed LMS course content guidelines and a design system for courses.
CX Service Design Manager at NSW Department of Climate Change, Energy, Environment & Water
June 30, 2024 - October 12, 2025Led service design for the Biodiversity Offset Scheme; improved data accuracy for applications; reduced time to process applications; clarified future-state services and data requirements; managed Senior Business Analyst within the team.
Service Design Lead at Westfund Health Insurance
January 31, 2024 - October 12, 2025Led service design to attract younger members and improve member health; identified new services and developed wireframes for prototyping.
Service Design Lead at NSW Department of Education
June 30, 2023 - October 12, 2025Service Design for the department's Performance Management & Development framework; conducted current state research and developed future state service blueprints to improve support services to schools and staff; facilitated stakeholder workshops with principals; aligned success criteria.
Lead UX / Product Designer at Department of Education, Skills and Employment
April 30, 2022 - October 12, 2025Within a multi-disciplinary team, delivered UI for Workforce Australia for employers; strategic Service Design & Research; collaborated on UI design in Figma; supported and participated in user research and service design activities; ensured WCAG AA 2.1 compliance in UI.
HCD / CX / UX Lead at Design Aware Superannuation
November 30, 2021 - October 12, 2025HCD CX strategy, research, design and testing of Retirement Calculator, Member Contributions and CX workshops for Customer Service team managers; UX design and usability testing of the Retirement Calculator prototype (baselined at 74% Task Completion, 76% SUS and 8.4 NPS); facilitated workshops for success criteria and problem spaces; established HCD maturity metrics and contributed to UX/UI work.
UX Research Lead at Legal Aid
April 1, 2022 - PresentDefined strategic research plans and activities; planning and conducting qualitative and quantitative research; evidence-driven mapping of current and future user journeys; communicating actionable insights and aligning stakeholder decisions.
UX Research & Evaluation Lead at Defence Australia
June 1, 2025 - October 12, 2025Defined success criteria with Defence Learning Solutions stakeholders; planning and coaching of UX staff for strategic and research activities; training staff for accessibility & inclusion mindsets, methods and tools in work flows; design system for LMS courses; Course Content Design Guidelines for course owners and production teams.
CX Service Design Manager at NSW Department of Climate Change, Energy, Environment & Water
June 1, 2024 - October 12, 2025Managed Senior Business Analyst in team; improved data accuracy for Biodiversity Offset Scheme applications; reduction of time to process applications; clarity of future-state services and data needed.
Service Design Manager at Westfund Health Insurance
January 31, 2024 - October 12, 2025Enhanced member health and attracted younger members by identifying new services; developed wireframes for prototyping.
Service Design Lead at NSW Department of Education
June 30, 2023 - October 12, 2025Service Design for the NSW Department planned to implement its Performance Management & Development framework for corporate staff; current state research and future state service blueprints to improve its existing support services to schools and staff; stakeholder workshops with principals.
Lead UX / Product Designer at Department of Education, Skills and Employment
April 1, 2022 - October 12, 2025In a multi-disciplinary team, built UI for Workforce Australia for employers; strategic Service Design & Research; UI design collaboratively in Figma; supported and participated in user research and service design activities; WCAG AA 2.1 web accessibility standards in UI.
HCD / CX / UX Lead at Design Aware Superannuation
November 1, 2021 - October 12, 2025HCD CX Strategy, research, design and testing of: Retirement Calculator, Member Contributions and CX workshops for Customer Service team managers. UX Design and Usability testing of the Retirement Calculator prototype baselined at a 74% Task completion rate, 76% SUS (Ease of use) and 8.4 NPS (Net Promoter Score).
Education
Associate Diploma of Graphic Design at Enmore TAFE
January 1, 1993 - September 30, 2025Small Business Management Course at Randwick TAFE
January 1, 2003 - September 30, 2025Human-Computer Interaction at Stanford University
January 1, 2012 - September 30, 2025WCAG 2.0 Professional Certificate in Web Accessibility at University of South Australia
January 1, 2016 - September 30, 2025Facilitation Skills Masterclass at Australian Institute of Training and Development
January 1, 2018 - September 30, 2025HCD Speaker & Trainer at Public Sector Network
January 1, 2021 - September 30, 2025HCD Speaker & Trainer at Public Sector Network
January 1, 2021 - September 30, 2025Facilitation Skills Masterclass at Australian Institute of Training and Development
January 1, 2018 - September 30, 2025WCAG 2.0 Professional Certificate in Web Accessibility at University of South Australia
January 1, 2016 - September 30, 2025Human-Computer Interaction at Stanford University
January 1, 2012 - September 30, 2025Small Business Management Course at Randwick TAFE
January 1, 2003 - September 30, 2025Associate Diploma of Graphic Design at Enmore TAFE
January 1, 1993 - September 30, 2025Associate Diploma of Graphic Design at Enmore TAFE
January 1, 1993 - September 30, 2025Small Business Management Course at Randwick TAFE
January 1, 2003 - September 30, 2025Human-Computer Interaction at Stanford University
January 1, 2012 - September 30, 2025WCAG 2.0 Professional Certificate in Web Accessibility at University of South Australia
January 1, 2016 - September 30, 2025HCD Speaker & Trainer at Public Sector Network
January 1, 2021 - October 12, 2025Facilitation Skills Masterclass at Australian Institute of Training and Development
January 1, 2018 - October 12, 2025WCAG 2.0 Professional Certificate in Web Accessibility at University of South Australia
January 1, 2016 - October 12, 2025Human-Computer Interaction at Stanford University
January 1, 2012 - October 12, 2025Small Business Management Course at Randwick TAFE
January 1, 2003 - October 12, 2025Associate Diploma of Graphic Design at Enmore TAFE
January 1, 1993 - October 12, 2025HCD Speaker & Trainer at Public Sector Network
January 1, 2021 - October 12, 2025Facilitation Skills Masterclass at Australian Institute of Training and Development
January 1, 2018 - October 12, 2025WCAG 2.0 Professional Certificate in Web Accessibility at University of South Australia
January 1, 2016 - October 12, 2025Human-Computer Interaction at Stanford University
January 1, 2012 - October 12, 2025Small Business Management Course at Randwick TAFE
January 1, 2003 - October 12, 2025Associate Diploma of Graphic Design at Enmore TAFE
January 1, 1993 - October 12, 2025Qualifications
HCD Speaker & Trainer
January 1, 2021 - September 30, 2025Facilitation Skills Masterclass
January 1, 2018 - September 30, 2025WCAG 2.0 Professional Certificate in Web Accessibility
January 1, 2016 - September 30, 2025Human-Computer Interaction
January 1, 2012 - September 30, 2025Small Business Management Course
January 1, 2003 - September 30, 2025Associate Diploma of Graphic Design
January 1, 1993 - September 30, 2025HCD Speaker & Trainer
January 1, 2021 - September 30, 2025Facilitation Skills Masterclass
January 1, 2018 - September 30, 2025WCAG 2.0 Professional Certificate in Web Accessibility
January 1, 2016 - September 30, 2025Human-Computer Interaction
January 1, 2012 - September 30, 2025Small Business Management Course
January 1, 2003 - September 30, 2025Associate Diploma of Graphic Design
January 1, 1993 - September 30, 2025HCD Speaker & Trainer
January 1, 2021 - September 30, 2025Facilitation Skills Masterclass
January 1, 2018 - September 30, 2025WCAG 2.0 Professional Certificate in Web Accessibility
January 1, 2016 - September 30, 2025Human-Computer Interaction
January 1, 2012 - September 30, 2025Small Business Management Course
January 1, 2003 - September 30, 2025Associate Diploma of Graphic Design
January 1, 1993 - September 30, 2025HCD Speaker & Trainer
January 1, 2021 - October 12, 2025Facilitation Skills Masterclass
January 1, 2018 - October 12, 2025WCAG 2.0 Professional Certificate in Web Accessibility
January 1, 2016 - October 12, 2025Human-Computer Interaction
January 1, 2012 - October 12, 2025Small Business Management Course
January 1, 2003 - October 12, 2025Associate Diploma of Graphic Design
January 1, 1993 - October 12, 2025HCD Speaker & Trainer
January 1, 2021 - October 12, 2025Facilitation Skills Masterclass
January 1, 2018 - October 12, 2025WCAG 2.0 Professional Certificate in Web Accessibility
January 1, 2016 - October 12, 2025Human-Computer Interaction
January 1, 2012 - October 12, 2025Small Business Management Course
January 1, 2003 - October 12, 2025Associate Diploma of Graphic Design
January 1, 1993 - October 12, 2025Industry Experience
Government, Healthcare, Financial Services, Education, Professional Services, Media & Entertainment, Non-Profit Organization, Other
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