CX Lavender has expanded its senior strategy team with the appointment of Francesca Tschuchnigg as CX and innovation director.
Tschuchnigg joins the independent agency from Optus, where she was CX design lead and led both core product and the Optus Sport customer experience and innovation teams.
Her experience also spans both agency and media owner sides.
In her new role at CX Lavender, she will oversee innovation and digital product delivery at CX Lavender. She will work closely with digital design partner Stan Cheung and report 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.”
Tschuchnigg also mentioned the benefit of working together with Verbrugghe previously.
“My time at Optus taught me much about building category-leading experiences for mass scale, balancing innovation with commercial return,” she said.
“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.”
Tschuchnigg’s appointment follows a new business spree for the agency, which has welcomed Scenic World, Fletcher Insulation, IG Group and Mine Super over the past 12 months.
The business said it will have more client wins to announce shortly.
Earlier this month, the agency promoted Claire Austin and Rusty Nelson to creative director roles. Austin, a 17-year veteran of the agency, returned from a year’s maternity leave to the new role, after previously being head of copy. Nelson, who has been with the agency for eight years, steps up from his previous role of associate creative director.
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Top image: Stan Cheung, Francesca Tschuchnigg and Kim Verbrugghe