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 specializt 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 Specializt 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
Specializt 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 specializts on the team.
Todd Gorsuch
Global CEO
Todd is an industry innovator with over two decades of experience leading, managing and growing large customer service and technology outsourcers. He has worked internationally with leading organizations in technology and government sectors. A recognized thought leader, Todd holds an MBA and a Bachelor of Science, having attended Stanford University, University of Technology Sydney, and the Australian Graduate School of Management. Todd has a passion for creating and supporting great customer services using intelligent technology and best practices such as Prince 2, 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 over two decades. Luke offers extensive strategic insights, project management expertise and operational experience in delivering world-class solutions to a blue chip client portfolio that has required unparalleled customer outcomes. With an in-depth knowledge of IT infrastructure, business analysis, COPC, CRM and ERP solutions, Luke has worked across multiple countries and regions with a focus on analysis, planning, risk management, financial management and stakeholder engagement. Luke has guided organizations to successfully implement sustainable and enhanced 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 experience in the United Kingdom, Asia and New Zealand. His background includes human resources, technology consulting services, and for the past decade CX. His corporate experience includes the past five years as Executive Director for the Customer Service Institute of Australia including managing the Australian Service Excellence Awards program. Jeremy is considered a CX industry leader with a wealth of knowledge across diverse industries including commercial, not-for-profit and government sectors. Jeremy is passionate about helping organizations keep the customer at the center of decision-making and supporting creative solutions that enhance customer experience.
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Contact us Claire Lam
Manager Office and Accounts
Claire is an experienced Office Manager with 20 years of expertise supporting executives and teams across all aspects of office management and operations. Known for keeping things running seamlessly, she brings a strong background in administration, process improvement and executive support, ensuring workplaces are efficient, organized and productive.
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Contact us Nanda Kumar
Associate Director & CFO
A Senior Finance practitioner with 20+ years working as CFO for a group of companies consisting of businesses offering outsourced IT and Contact Center Services, Software solutions including SaaS and IT hardware warehousing and distribution. To enable customer experience or vision, quality financial advice is essential. Nanda's commercial acumen includes strategic thinking, risk identification and management, financial impact/performance analysis and legal exposure management. These skills were key to his contribution to business growth in revenues of approximately 15% p.a. over 15+ years through business case analysis, including modeling to ensure required ROI thresholds were applied to growth opportunities, capex investment, M&A opportunities and deal making including 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 in problem solving, scenario planning, risk identification and management, and strategic planning for growth and performance improvement.
Focus areas
Qualifications
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Contact us Andrew Goodwin
CIO; Senior Technology Consultant; AI Consulting Lead
Andrew has a 25+ year history leading technology services organizations across the Asia Pacific region along with providing strategic technical leadership. Recognized not just for technical knowledge, infrastructure and software capabilities, his success has been founded on building collaborative, respectful and empathetic workplace cultures that deliver on their promises. Andrew is passionate about the use of technology to make a difference and is pragmatic about getting results. His interests are eclectic, from network, software and infrastructure engineering to corporate governance, financial performance and culture. His formal education includes degrees in Business, Technology and Psychology, along with being part of the INSEAD alumni. He provides market entry advice and support for companies exploring opportunities in Asia and serves as a non-executive director for several organizations.
Qualifications
Connect
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Contact us Gabrielle Thomson
Marketing
Experienced business and marketing consultant with a demonstrated history of working in the consumer services industry. Her passion lies in bringing a common sense approach to every business, treating people with respect and empowering them to work in their zone of genius. She offers perspective, contribution and leadership while infusing a sense of fun, well-being and gratitude into her consulting style. Gabs' passion is to make marketing happen at Customer Science, 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 and CRM. He has held senior roles with global vendors including Interactive Intelligence, 8x8 and Talkdesk across ANZ and ASEAN, and 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 spanning vendor, systems integrator and enterprise landscapes, Chris offers a unique perspective on driving business through ecosystems. His collaborative approach combines technology, capability and customer need 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 over 25 years of experience in the financial services sector including experience in the USA, UK, Canada and Asia. He brings a wealth of knowledge from award-winning Customer Experience General Management of the American Express Australia and New Zealand region. He now shares this knowledge to design and deliver Customer Experience strategy and digital transformation. His corporate responsibilities have included Board of Director for Amex in Australia and Canada, strategic leadership for Customer Experience, large team leadership of contact centers, operations and back-office fulfillment teams. Andrew's passion for keeping the customer at the center of decision making has ensured whole-organization responsibility for the 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 extensive experience of 20+ years in Telco, Aviation, Utilities and Retail. Known for strategic thinking and practical execution, she has a proven record delivering people, process and system change in complex environments through a collaborative and authentic leadership style. Rachel supports clients across several industries to navigate rapidly changing landscapes, including evolving customer demands, advances in technologies and channel challenges. Her expertise helps clients identify and capitalise on opportunities while mitigating risks associated with emerging trends.
Focus areas
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Contact us Christine Davis
Specializt Consultant
Christine has career success and achievement in Customer Experience strategy and transformation for corporate, government and not-for-profit entities in the aged care, disability, community services and health sectors. She brings a strategic and creative problem-solving approach that delivers unique solutions for organizational challenges. Passionate about leveraging her knowledge of Business Improvement and Customer Service best practices, she helps organizations achieve growth or transformation objectives. She has worked with leaders and team members at all levels from frontline customer service delivery to the board room. Her approach is to co-design and build future services, customer experiences and digital solutions that inspire the whole team to engage and focus on improved business and customer outcomes.
Focus areas
Qualifications
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Contact us Tony Rambaut
Business Partner | CX Communications
Tony has many years' experience in direct marketing and customer experience, both as a marketing strategist and agency business owner and manager, working in the UK and Australia. He is the 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 since 2017 has been a judge for the Australia Service Excellence Awards.
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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 specializt who assists organizations to realize value from their investments. She has worked for over 20 years with organizations to identify and achieve the business value from their investment programs. Sally also draws on proven experience in program management and change management to understand and plan for the organizational changes required to deliver business outcomes and optimal benefits. Her industry experience is broad, including health, state and federal government, transportation, telecommunications and financial sectors. A common theme across engagements is applying a value-driven approach and working 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
Profile coming soon.
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Contact us Tony Ritchie
Practice Director Business Technology
Profile coming soon.
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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 Specializt
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