Wanting to improve customer experiences was never the hard part.
Fifteen years in customer experience
- 2011Support desk, Apple
- 2014Software developer, Streamtime
- 2016Intercom's first Sydney hire, Support Engineering & Leadership; also managed a Business Systems Engineering team (the applications, integrations and monitoring the company itself ran on)
- 2022Customer experience leadership: Atlassian, Immutable, Shippit
- 2024Business analyst & AI service enablement for Atlassian's Rovo, including its Voice of Customer program
- 2025Head of Support & AI Service Enablement, Heidi Health, including Voice of Customer
- 2026CX Matters
Why CX Matters exists
Every business I have worked with wanted to look after its customers.
I have never met a team that did not want to serve people well. What I have seen is the distance between wanting to and being able to: the feedback arrives faster than anyone can read it, the bug everybody knows about waits for a week that never comes, and the thing everybody agreed mattered slips to next quarter. That gap is not a failure of care.
The other half of the gap is cost. Three years ago most of what I now sell needed a team and a budget to match, which is why the businesses doing it well were the ones with a hundred people spare. I build with AI at the workbench all day, and that is the only reason a business without those hundred people can now afford the same standard.
So that is what I do. I build the software your customers and teams use and the systems that turn customer feedback into what you improve next, so that looking after them well becomes the easiest thing you do rather than the hardest. I prove it by building, and everything I talk about is live, running and open to try.
In their words
What people who've worked with me say.
March Designs
I had no idea our website was invisible to AI. Jason asked five AI assistants the questions our clients ask before they call us, and March Designs was named in none of the 39 answers that came back. Our competitors were in all of them. He showed me exactly why, cooked up a rebuild so machines can actually read it, and had it live quickly.
Intercom
He impressed immediately with his work ethic, obsession for customer success and being a downright wonderful teammate. … His level of detail, planning, organisation, analytical prowess, understanding problems to be solved and delivering impactful results are skills he displays every day. … I can't recommend him enough as a leader, engineer, program manager, operational expert.
Atlassian
He developed and published critical insights into the challenges our customers faced with Rovo, Atlassian's AI product. These insights directly influenced improvements that drove stronger adoption. Jason also championed the use of AI within our own workflows, improving efficiency and setting a new bar for quality and clarity in his deliverables. What stood out most was the consistently high standard of his work: thoughtful, thorough, and actionable.
Heidi Health
If you ever get the chance to work with Jason take the opportunity to listen and learn. He thinks deeply about CX systems. Bringing an extraordinary breadth of knowledge and understanding to his work. … Jason has an ability to deeply understand any problem. As a leader he comes with a rare willingness to get his hands on the tools if he can assist. The time he commits to helping you grow your craft is commendable.
Intercom
Jason is an innovator, leader, doer, thinker and problem solver, he's that person on your team you go to when facing the stickiest of challenges with no clear way out knowing that he will help guide you there. … He holds a high bar, never misses a detail and demonstrates immense integrity in all that he does. … Whatever Jason does, he does it well.
Heidi Health
Jason's ability to create support systems that scale (immediately) to meet rising demand for support, while concurrently growing the capabilities of his team cannot be understated. … He is able to advocate for users with balanced data analysis and clarity on the opportunities to improve user experience with a cross-functional lens.
SUEN.AI
Jason is methodical, data-driven, and an utmost professional. In my time working with him, he always executed using sound, thoughtful judgment. … He grew our support team from 0 to 1 internally while also managing external service providers effortlessly.
Immutable
Jason is an outstanding operator and leader. … Jason excelled in every aspect of his role … transforming the global partner and developer experience at the company. Jason's positive attitude, adaptability and thoughtful approach made him a joy to work with.
Streamtime
Changes, features and incredible additions to our product have been made with such speeds it's hard to imagine Streamtime without his contributions. … We're consistently seeing very positive feedback from our customers after they have worked with Jason.
Atlassian
Jason was an exceptional partner in driving data-driven outcomes and insights for our AI feature Rovo at Atlassian. He is incredibly proactive, engaged and knowledgeable and was an absolute delight to work with.
Heidi Health
Saw immediate impact in his voice of customer and AI enablement work. Attention to detail is second to none.
cargo.one
His attention to detail is quickly apparent in his documentation and with his aim of solving for and validating any problem-to-be-solved presented to him.
Betashares
I have always appreciated his methodical and comprehensive approach to new tasks and projects and particularly his planning and preparation for team communications and thoroughness with any change management.
Heidi Health
Jason was always the calmest person in the room under pressure, being diligent and making the right calls. … Jason cares about his team, cares about getting things right, which shows in everything he touches.