The practitioners behind your transformation.
Customer Science Group is a practitioner-led consultancy — our people have designed, operated, improved, and measured real service environments. Meet the teams who lead every engagement, and connect with the right specialist directly.
Leadership, admin & sales
The people accountable for outcomes — setting direction, shaping engagements and running the business that supports every program.
Todd Gorsuch Global CEO Accounting · Business Analytics · Business Process View profile 
James Johnstone Chief Operating Officer, Australia Operational excellence · Go-to-market strategy · AI-enabled service transformation View profile 
Luke Davies General Manager Intelligent Process Automation (IPA) · Service Design · Service Technology View profile 
Jeremy Larkins Sales Director View profile 
Claire Lam Manager Office and Accounts View profile 
Nanda Kumar Associate Director & CFO Accounting · Business Process · Performance Improvement View profile 
Andrew Goodwin CIO; Senior Technology Consultant; AI Consulting Lead View profile 
Gabrielle Thomson Marketing View profile 
Chris Borg Partner Manager View profile 
Imogen de Lorenzo Office Manager & Finance Coordinator View profile Customer experience
Understanding customers and the operation, then designing the journeys, research and communications that move the numbers.
Andrew Carlton Practice Director for CX Research, Consulting & Professional Services Contact Centers · Customer Experience Strategy · Digital Transformation View profile 
Rachel Stenning Senior CX Consultant Channel steering · Contact Centers · Culture & Engagement View profile 
Christine Davis Specialist Consultant Customer Experience Strategy · Customer Service · Design Thinking View profile 
Tony Rambaut Business Partner | CX Communications View profile 
Eric Lutley Lead CX Service Designer View profile 
Peter Vierod Creative Partner | CX Communications View profile Management & technology consulting
Program delivery, change, digital services and the business technology that turn strategy into working change.
Sally Mainsbridge Practice Director, Management Consulting View profile 
Jo Rappolt Program and Change Manager; Senior Consultant View profile 
Peter Kostantakis Practice Director Digital Services View profile 
Tony Ritchie Practice Director Business Technology View profile 
Rob Turner Principal Consultant View profile 
Darius Vitlin Senior Consultant View profile 
Jenny Sinclair Senior Consultant View profile 
Alexander Kelly Business Analyst View profile 
Todd Heather Principal Consultant View profile 
Laura Leihn Senior Consultant; Value Management Senior Consultant View profile Contracting & augmented workforce
Specialist contractors, change and training capability you can scale up and down as your transformation needs them.
Catherine Larroche Practice Director Contractors & Workforce Augmentation View profile 
Samantha Drudge Change Program Manager View profile 
Barbara Mills Training Lead View profile 
Peter Gale WFM Consultant View profile 
Nick Stofberg Learning Experience Designer View profile 
Keith McNamee Senior Project Manager View profile 
Cindy Chung Senior Project Manager View profile 
Megan Harrison Business Analyst – Continuous Improvement View profile 
Pamela Allen Learning Experience Designer View profile 
Sharon Singh Project Coordinator View profile 
Sara Green Senior Recruitment Consultant View profile 
Michelle Steel Learning Experience Designer View profile Automation & AI
Automation, RPA and AI engineering — the tools and integrations that take effort and cost out of service.
Jacko Smit Practice Director Automation View profile 
Bart Thomas Principal Automation View profile 
Doug den Mulder Manager Projects & Development Automation View profile 
Lorenna Nascimento Robotic Process Automation Consultant; Developer; Automation View profile 
Kenneth Wu Developer Automation View profile 
Allen Liu Software Engineer View profile 
Manoj Bisht Senior Developer View profile 
Alejandro Cuesta RPA Developer View profile 
Vivek Verma Automation Developer View profile Business intelligence & product
Turning service and customer data into visibility, reporting and the products that make improvement repeatable.
Not sure who you need?
Tell us about your service challenge and we'll connect you with the right specialists on the team.
Todd Gorsuch
Global CEO
Todd is an industry innovator with more than two decades of experience leading, managing, and growing large customer service and technology outsourcers. He has worked internationally with leading organizations in the technology and government sectors. A recognized thought leader, Todd holds an MBA and a Bachelor of Science and has attended Stanford University, the University of Technology Sydney, and the Australian Graduate School of Management. Todd is passionate about creating and supporting great customer service with intelligent technology and practices such as PRINCE2, ITIL, ISO, Lean Six Sigma, and COPC methodologies.
Focus areas
Qualifications
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Contact us James Johnstone
Chief Operating Officer, Australia
James is Customer Science Group's Chief Operating Officer for Australia, leading operations and go-to-market as the business scales its CX, service transformation, AI and digital delivery capability. He brings more than 20 years of business development, consulting, sales, marketing and account management experience across enterprise technology and service delivery, including roles with Cisco, Datacom, HPE, Fujitsu and Microsoft. James has partnered with Customer Science in previous roles, giving him a firsthand view of how the team helps public and private sector organizations turn complex service challenges into measurable operational improvements.
Customers work with James when they need executive clarity across strategy, technology, people and delivery. His focus is helping leaders move beyond isolated tools and pilots to integrated, human-centered services that improve efficiency, adoption and customer experience. He is especially valuable where contact center, AI, chat, governance, partnerships and change need to come together into a practical blueprint for what happens next.
Focus areas
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Contact us Luke Davies
General Manager
Luke's leadership in customer experience spans more than two decades. He offers extensive strategic insight, project management expertise, and operational experience delivering world-class solutions to blue-chip clients with demanding customer-outcome requirements. He has in-depth knowledge of IT infrastructure, business analysis, COPC, CRM, and ERP solutions. Luke has worked across multiple countries and regions, focusing on analysis, planning, risk and financial management, and stakeholder engagement. He has guided organizations in implementing sustainable, improved operating models.
Focus areas
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Contact us Jeremy Larkins
Sales Director
Jeremy joins Customer Science Group as Sales Director with 30 years of experience in professional services consulting, including work in the United Kingdom, Asia, and New Zealand. His background includes human resources and technology consulting, as well as a decade in CX. He spent the five years before joining Customer Science as Executive Director of the Customer Service Institute of Australia, where he managed the Australian Service Excellence Awards program. Jeremy is a CX industry leader with experience across commercial, nonprofit, and government sectors. He is passionate about helping organizations keep the customer at the center of decision-making and finding creative ways to improve customer experience.
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Contact us Claire Lam
Manager Office and Accounts
Claire is an experienced office manager with 20 years of experience supporting executives and teams across office management and operations. She is known for keeping things running smoothly and brings a strong background in administration, process improvement, and executive support, helping workplaces stay efficient, organized, and productive.
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Contact us Nanda Kumar
Associate Director & CFO
Nanda is a senior finance practitioner with more than 20 years of experience as a CFO for companies providing outsourced IT and contact center services, software solutions including SaaS, and IT hardware warehousing and distribution. Quality financial advice is essential to realizing a customer experience vision. Nanda's commercial acumen includes strategic thinking, risk identification and management, financial impact and performance analysis, and legal exposure management. These skills contributed to revenue growth of approximately 15% per year over more than 15 years through business-case analysis, including modeling to ensure required ROI thresholds were applied to growth opportunities, capital expenditures, mergers and acquisitions, and dealmaking that included contract negotiations. He is well versed in financial management, including accounting, budgeting, forecasting, treasury, tax, insurance, credit control, financial systems, board reporting, and statutory reporting. As a CFO, Nanda specialized in working closely with CEOs, directors, and senior management on problem-solving, scenario planning, risk identification and management, and strategic planning for growth and performance improvement.
Focus areas
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Contact us Andrew Goodwin
CIO; Senior Technology Consultant; AI Consulting Lead
Andrew has more than 25 years of experience leading technology services organizations across the Asia-Pacific region and providing strategic technical leadership. Recognized for his technical knowledge and expertise in infrastructure and software, he has built his success on creating collaborative, respectful, and empathetic workplace cultures that deliver on their promises. Andrew is passionate about using technology to make a difference and is pragmatic about getting results. His interests range from network, software, and infrastructure engineering to corporate governance, financial performance, and culture. He holds degrees in business, technology, and psychology and is an INSEAD alumnus. He provides market-entry advice and support to companies exploring opportunities in Asia and serves as a non-executive director for several organizations.
Qualifications
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Contact us Gabrielle Thomson
Marketing
Gabrielle is an experienced business and marketing consultant with a track record in consumer services. She brings a commonsense approach to each business, treating people with respect and empowering them to work in their zone of genius. She contributes perspective and leadership while bringing a sense of fun, well-being, and gratitude to her consulting style. Gabs is passionate about making marketing happen at Customer Science and turning ideas into reality.
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Contact us Chris Borg
Partner Manager
Chris joins Customer Science as Partner Manager, bringing more than 25 years of experience in technology, with a focus on contact center technology and CRM. He has held senior roles with global vendors including Interactive Intelligence, 8x8, and Talkdesk in ANZ and ASEAN, as well as with systems integrators in the ANZ market. He is recognized for building trusted relationships and enabling partners to deliver greater value to their customers. With experience across vendor, systems integrator, and enterprise environments, Chris offers a unique perspective on driving business through ecosystems. His collaborative approach combines technology, capability, and customer needs to create sustainable growth. He is committed to strengthening the Customer Science partner community.
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Contact us Imogen de Lorenzo
Office Manager & Finance Coordinator
With over six years of experience in office management and financial coordination, Imogen ensures the smooth running of day-to-day office functions while managing financial processes with precision and care. Imogen works closely with leadership, including Claire Lam and Todd Gorsuch, to align administrative and financial operations with broader business goals.
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Contact us Andrew Carlton
Practice Director for CX Research, Consulting & Professional Services
Andrew has more than 25 years of experience in financial services, including work in the US, UK, Canada, and Asia. He brings experience in customer experience management, including award-winning leadership at American Express in Australia and New Zealand. He now uses this experience to design and deliver customer experience strategy and digital transformation. His corporate responsibilities have included serving as a board director for Amex in Australia and Canada, leading customer experience strategy, and leading large teams across contact centers, operations, and back-office fulfillment. Andrew advocates for organization-wide responsibility for customer experience.
Focus areas
Qualifications
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Contact us Rachel Stenning
Senior CX Consultant
Rachel joins Customer Science Group as a professional consultant with more than 20 years of experience in telecommunications, aviation, utilities, and retail. Known for strategic thinking and practical execution, she has a proven record of delivering people, process, and system change in complex environments through a collaborative and authentic leadership style. Rachel supports clients across several industries as they navigate rapidly changing landscapes, including evolving customer demands, advances in technology, and channel challenges. Her expertise helps clients identify and capitalize on opportunities while mitigating risks associated with emerging trends.
Focus areas
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Contact us Christine Davis
Specialist Consultant
Christine has built a successful career in customer experience strategy and transformation for corporate, government, and nonprofit organizations in senior care, disability, community services, and health. She brings a strategic and creative problem-solving approach to organizational challenges. She draws on her knowledge of business improvement and customer service practices to help organizations achieve growth and transformation objectives. She has worked with leaders and team members at every level, from frontline customer service to the boardroom. Her approach is to co-design and build future services, customer experiences, and digital solutions that engage the whole team and improve business and customer outcomes.
Focus areas
Qualifications
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Contact us Tony Rambaut
Business Partner | CX Communications
Tony has many years of experience in direct marketing and customer experience. He has worked in the UK and Australia as a marketing strategist and as an agency owner and manager. He is a co-founder and strategy partner at Friendly Persuasion, where he worked with clients including Telstra, Medibank, and NAB to improve their written customer experience. He has spoken at conferences around the world and has judged the Australia Service Excellence Awards since 2017.
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Contact us Eric Lutley
Lead CX Service Designer
Profile coming soon.
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Contact us Peter Vierod
Creative Partner | CX Communications
Profile coming soon.
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Contact us Sally Mainsbridge
Practice Director, Management Consulting
Sally Mainsbridge is a benefits management and evaluation specialist who helps organizations realize value from their investments. For more than 20 years, she has helped organizations identify and achieve value from investment programs. Sally also draws on her experience in program and change management to understand and plan the organizational changes needed to deliver business outcomes and benefits. Her industry experience includes health, state and federal government, transportation, telecommunications, and financial services. Across engagements, she applies a value-driven approach and works with stakeholders to identify, realize, and report targeted business outcomes.
Qualifications
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Contact us Jo Rappolt
Program and Change Manager; Senior Consultant
Profile coming soon.
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Contact us Peter Kostantakis
Practice Director Digital Services
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Contact us Tony Ritchie
Practice Director Business Technology
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Contact us Rob Turner
Principal Consultant
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Contact us Darius Vitlin
Senior Consultant
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Contact us Jenny Sinclair
Senior Consultant
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Contact us Alexander Kelly
Business Analyst
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Contact us Todd Heather
Principal Consultant
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Contact us Laura Leihn
Senior Consultant; Value Management Senior Consultant
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Contact us Catherine Larroche
Practice Director Contractors & Workforce Augmentation
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Contact us Samantha Drudge
Change Program Manager
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Contact us Barbara Mills
Training Lead
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Contact us Peter Gale
WFM Consultant
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Contact us Nick Stofberg
Learning Experience Designer
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Contact us Keith McNamee
Senior Project Manager
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Contact us Cindy Chung
Senior Project Manager
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Contact us Megan Harrison
Business Analyst – Continuous Improvement
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Contact us Pamela Allen
Learning Experience Designer
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Contact us Sharon Singh
Project Coordinator
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Contact us Sara Green
Senior Recruitment Consultant
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Contact us Michelle Steel
Learning Experience Designer
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Contact us Jacko Smit
Practice Director Automation
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Contact us Bart Thomas
Principal Automation
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Contact us Doug den Mulder
Manager Projects & Development Automation
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Contact us Lorenna Nascimento
Robotic Process Automation Consultant; Developer; Automation
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Contact us Kenneth Wu
Developer Automation
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Contact us Allen Liu
Software Engineer
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Contact us Manoj Bisht
Senior Developer
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Contact us Alejandro Cuesta
RPA Developer
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Contact us Vivek Verma
Automation Developer
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Phong Bui
Business Intelligence & Product Lead
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Sara Tai
Lead BI Consultant
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Eric Loi
BI Reporting Specialist
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