Unlocking potential to create experiences that connect, engage, and inspire.

Who We Are

Welcome to Change Playbook – a modern consultancy that helps organisations change how they change.

Expertise in Design

We specialise in designing solutions that transform businesses, enhance customer and employee experiences, and evolve business models for what's next.

Innovative Approach

Our approach blends methods like design thinking, customer-centric problem-solving, journey mapping, and rapid experimentation.

Thriving on Change

We thrive on change, delivering tangible results and sustainable impact.

Your Trusted Partner

We’re dedicated to setting organisations up for success, helping them navigate the modern business landscape.

Who We Are​

Welcome to Change Playbook.
We partner with you to drive impactful, sustainable change within your organisation.

Holistic
Design

We design solutions that drive transformation, improve experiences, and prepare your business for the future.

Tailored
Solutions

Using proven methods like design thinking and journey mapping, we create practical solutions tailored to your business challenges.

Change
Leadership

We bring expertise in change management, delivering measurable results that help your organisation adapt and grow with confidence.

Trusted
Partner

We’re dedicated to setting organisations up for success, guiding you to navigate the modern business landscape.

Our Services

We partner with organisations to deliver value
and meaningful outcomes.

Strategy
Design

When designing strategies, we create tailored roadmaps to enhance your customer experience. We work closely with you to understand your vision and develop comprehensive strategies that align with your business objectives, ensuring seamless integration and effective implementation.

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Customer Experience Optimisation

Creating exceptional customer experiences involves examining your customer journeys and pinpointing areas for improvement. By refining touchpoints and experiences, we aim to exceed expectations, fostering higher satisfaction and trust for your organisation. Our data-driven approach ensures targeted enhancements that translate into value.

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Coaching, Mentoring & Training

Empower your team with the mindset, knowledge, and skills to deliver exceptional customer experiences. We provide comprehensive coaching, targeted mentoring, and tailored training sessions, equipping your people with the skills and insights to drive customer experience excellence across every interaction.

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Approach

We help organisations create value.
Our approach revolves around two core principles:

Inspire and Design

Unpack problems and explore new and improved ways to respond, building on existing strengths. Create a compelling case for change using human centred design methods, identify opportunities, and prioritise improvements.

Empower and Change

Empower teams to reach their potential by providing resources to foster the right mindset and necessary skills. Utilise coaching, mentoring, and training to drive organisational change for optimal results.

Our Clients

Here are a few of the organisations we've had the pleasure of working with.

Testimonials

Michael Sinclair

Michael Sinclair

Manager, Customer, Communications and Engagement, Mitchell Shire Council

“What set the Change Playbook team apart was their ability to incorporate our ideas and direction into their work. They didn't just provide us with tools and strategies; they actively listened to our perspectives and seamlessly integrated them into a cohesive and effective plan. This collaborative effort resulted in a strategy that truly reflects our community's needs and our staff's capabilities”
Skye Wilson

Skye Wilson

Director, People, Culture & Strategic Engagement, Geelong Regional Libraries

“Jane was fantastic at listening to and interpreting project requirements and working with GRLC to develop a highly professional change and comms approach that suited our needs.”
Renee Zolli

Renee Zolli

Customer Experience Coordinator, Mitchell Shire Council

“It is evident that a thorough understanding of our organisational dynamics and a keen awareness of the community's needs were at the forefront. The team have not just guided us. They have supported us as we navigated through uncharted territories, ensuring that every decision made contributes to the overarching success of our CX Strategy”.
Brendan Coady

Brendan Coady

Principal Operational Improvement, Seqwater

“Jane's strategic, deliberate and agile approach to Customer Experience transformation, continuous improvement and change management has been instrumental in driving meaningful improvements during this stage of our customer journey”.
Michael Sinclair

Michael Sinclair

Manager, Customer, Communications and Engagement, Mitchell Shire Council

“We're seeing real changes in how we connect with our community, and it's a testament to the effective, tailored approach that Change Playbook brought to the table. We're truly grateful for their outstanding support and the lasting impact they've had on our council”
Georgia Daley

Georgia Daley

Coordinator Customer Experience, Hume City Council

“We collaborated with Change Playbook to revolutionise our customer experience approach. Together, we could make an indelible impact on how we serve our community”. 
Renee Zolli

Renee Zolli

Customer Experience Coordinator, Mitchell Shire Council

“The meticulous planning, strategic insights, and innovative solutions embedded in our CX Strategy have set us up to achieve excellent service delivery to our Customers and Community”.
Confidential client

Confidential client

"Change Playbook came in and supported us through a massive change project. It was a learning curve for all of us, and they ensured that we learned and developed as we continued to deliver on the project. It has been a wonderful experience, and I would highly recommend Change Playbook”.
Angela Umback

Angela Umback

Manager Organisational Performance, Mildura Rural City Council

“It was an absolute pleasure to work with the Change Playbook team on our stainability review. Jane and Maria travelled to Mildura and really immersed themselves in our operations – making their insights and recommendations all the more meaningful and practical. Thank you for supporting us to come up with a workable, clear plan for the future direction of customer experience in our community.” 

Testimonials

Michael Sinclair

Michael Sinclair

Manager, Customer, Communications and Engagement, Mitchell Shire Council

“What set the Change Playbook team apart was their ability to incorporate our ideas and direction into their work. They didn't just provide us with tools and strategies; they actively listened to our perspectives and seamlessly integrated them into a cohesive and effective plan. This collaborative effort resulted in a strategy that truly reflects our community's needs and our staff's capabilities”
Skye Wilson

Skye Wilson

Director, People, Culture & Strategic Engagement, Geelong Regional Libraries

“Jane was fantastic at listening to and interpreting project requirements and working with GRLC to develop a highly professional change and comms approach that suited our needs.”
Renee Zolli

Renee Zolli

Customer Experience Coordinator, Mitchell Shire Council

“It is evident that a thorough understanding of our organisational dynamics and a keen awareness of the community's needs were at the forefront. The team have not just guided us. They have supported us as we navigated through uncharted territories, ensuring that every decision made contributes to the overarching success of our CX Strategy”.
Brendan Coady

Brendan Coady

Principal Operational Improvement, Seqwater

“Jane's strategic, deliberate and agile approach to Customer Experience transformation, continuous improvement and change management has been instrumental in driving meaningful improvements during this stage of our customer journey”.
Michael Sinclair

Michael Sinclair

Manager, Customer, Communications and Engagement, Mitchell Shire Council

“We're seeing real changes in how we connect with our community, and it's a testament to the effective, tailored approach that Change Playbook brought to the table. We're truly grateful for their outstanding support and the lasting impact they've had on our council”
Georgia Daley

Georgia Daley

Coordinator Customer Experience, Hume City Council

“We collaborated with Change Playbook to revolutionise our customer experience approach. Together, we could make an indelible impact on how we serve our community”. 
Renee Zolli

Renee Zolli

Customer Experience Coordinator, Mitchell Shire Council

“The meticulous planning, strategic insights, and innovative solutions embedded in our CX Strategy have set us up to achieve excellent service delivery to our Customers and Community”.
Confidential client

Confidential client

"Change Playbook came in and supported us through a massive change project. It was a learning curve for all of us, and they ensured that we learned and developed as we continued to deliver on the project. It has been a wonderful experience, and I would highly recommend Change Playbook”.
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