Independent full-service customer experience agency, CX Lavender, has announced the appointment of Francesca Tschuchnigg as CX and Innovation Director. Tschuchnigg, who previously held the position of CX Design Lead at Optus, will now oversee CX innovation and digital product delivery at CX Lavender.

During her tenure at Optus, Tschuchnigg led both core product and the Optus Sport customer experience and innovation teams. Her new role at CX Lavender will see her working closely with Digital Design Partner Stan Cheung and reporting to CSO Kim Verbrugghe.

“We’re really excited to have Fran join us,” Verbrugghe said. “Fran and I have worked together before, so I know she brings the perfect mix of smarts and creativity to complex business problems. Not only that, she’s a unicorn who can stretch from CX to product to UX. Her background in start-up, agency and client side make her the perfect all-rounder, balancing innovation and commercial delivery. Delivering 10X client growth today requires exactly these skills.”

This appointment comes during a period of new business growth for CX Lavender, which recently added Scenic World, Fletcher Insulation, IG Group and Mine Super to its client roster. More client wins are expected to be announced shortly.

“My time at Optus taught me much about building category-leading experiences for mass scale, balancing innovation with commercial return. CXL’s ability to execute end to end is rare and the team here is brilliant, so I’m looking forward to bringing these learnings back to agency side. Having worked with Kim before, I’m certain we’ll deliver,” said Tschuchnigg.