Associate Director

Mukul has demonstrated success in achieving market leading customer experience and business growth objectives within rapidly changing environments. He has led and executed major transformations, delivering new business operating models as well as taking to market, new products and services with proven market changing results.


Strategy development, transformation leadership, customer centred design, leadership development and executive stakeholder management


Banking & Financial Services, Telecommunications, Federal Government, Pharmaceuticals and Professional Services

Education & Accreditation:

MBA, Bachelor of Commerce (Honours in Accounting), CPA, Graduate of Australian Institute of Company Directors and Critical Thinking Professional


Mukul worked as the Director Customer Experience for a major telco, responsible for end to end customer experience management. This included leading a companywide transformation including online transformation. This transformation delivered $300m in benefits through business programs.

Furthermore, Mukul has led the design and set up of a companywide cost reduction program for a major telecommunication business which delivered +1bn in benefits.

Mukul was the Chief Experimentation Officer for a large federal government agency which was responsible for driving continuous improvement and an experiment driven culture. Mukul by leveraging core public engagement principles set up customer insight centres, experiential learning laboratories with technology accelerators as well as live ethnographic testing and observation centres. Mukul also successfully integrated a behavioural economics approach with rapid technology and design validation.