Creative portfolio

Merryn Padgett

Passionate about creating human-centred brand experiences

WELCOME

A creative soul with an analytical streak...

I started my career aspiring to be an artist, then a chef. After that, I shifted my focus towards creating a holistic wellness centre. Following the birth of my second child, I established a brand and web design consultancy. Additionally, I undertook a community engagement contract in local government, completing the rich tapestry of my experiences. I have a diverse skillset which brings creativity, active listening, empathy, grit, data analysis, critical thinking and problem-solving together. Soft and hard skills collide.

I specialise in brand strategy and creative, customer experience, marketing, communications, customer success, community engagement and project management.

My 25 year career journey mirrors a deep passion for engaging in meaningful work and a commitment to continuous personal development. I hold a Graduate Certificate in Customer Success Management with Distinction from RMIT University. A recent participant in the Victorian Government Digital Jobs Program, I’ve honed my skills in customer and brand experience, marketing, communications and content and social media marketing.

past work:

web design

Earth & Soul Pizza - Brand strategy and creative, brand and social media community management, content marketing (View)

Sensual Seed Oracle Cards - Brand strategy and creative, oracle card design, website design (View)

Black Rainbow Printing - Website design (View)

Kate Nelson Consulting - Brand strategy and creative, logo design, collateral design and print, website design (View)

past work: branding

recent projects

• Customer Relationships and Influencing Stakeholders
  

Skills:

• Project Management · Stakeholder Mapping · Onboarding · Customer Experience · Kotter’s Principles of Change Management · ACAF Customer Feedback Loop
  

Overview:

• Final assessment for Customer Relationships and Influencing Stakeholders unit as a part of the Graduate Certificate in Customer Success Management. The project focused on developing an at-risk response and action plan for a stakeholder failure.
  
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• The fictitious company “UICI Foods” underwent digital transformation with some gaps in the onboarding process.
  
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The actions in this project address the need for improved onboarding, better personalisation and the use of AI or chatbots to improve customer experience.

• Final grade: 84% - High Distinction
  

• Customer Solutions and Value Analytics
  

Skills:

• Cost-Benefit Analysis · Data Analysis · User-centered Design · Customer Journey Mapping · People-Process-Technology
  

Overview:

“Eatery” was a fictional food delivery platform akin to UberEats that we analysed for the Customer Solutions and Value Analytics unit within the Graduate Certificate in Customer Success Management.

I chose to brand “Eatery” in a strong sans serif typeface with tight kerning and a simple graphical element.

In the final assessment, we needed to undertake a cost-benefit analysis to justify our choice of two scenarios for:

1. Process and technology
   
2. Customer acquisition improvements
   

• Final grade: 84% - High Distinction
  

• Digital Leadership
  

Skills:

• Technology Change Management · VUCA · Human-Centred Leadership · Project Management · Agile Methodologies · Double Diamond Framework · Cascading Measures · Objectives and Key Results (OKRs) · Hypothesis Framework
  

Overview:

This was the final project as a part of the Digital Leadership unit for the Graduate Certificate in Customer Success Management at RMIT University.

I chose to focus on my business, Earth & Soul Pizza, which is a gourmet pizzeria in Bairnsdale, Victoria, Australia. I examined a technology change management project which occurred in 2023, when Earth & Soul Pizza switched POS and e-commerce software providers. The organisation returned to the original technology partner three months after switching, as the alternative was not the right fit for the business.

• Final grade: 80% - High Distinction
  

• Customer Value Strategy
  

Skills:

• Customer Value Strategy · Customer Loyalty Management · Customer Retention · Customer Journey Mapping · Value Realisation Cycle
  

Overview:

As a part of the Customer Value Strategy unit within the Graduate Certificate in Customer Success Management, I chose to research Canva, as I resonated with the company’s ethics and product-led growth strategy.

This report outlines customer journey recommendations to increase value for Canva Pro customers through a variety of marketing, onboarding, service and pricing initiatives.

• Final grade: 77% - Distinction
  

career philosophy

My expertise lies in fusing human-centred strategy with technology. Driven to help brands achieve their goals, I'm seeking a purposeful marketing, customer success or communications role in the private sector, non-profit or within a government agency.

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