Jess Lowry
Research, Experience and Systems Strategy
Jess Lowry is the founder of ENID Studio, a sociotechnical researcher and systems strategy leader with 18+ years of experience shaping digital products, cloud services, enterprise platforms, physical environments, and services. She examines experiences as complete systems—connecting people, operations, technology, and the environments in which work happens—and translates that understanding into better products, services, decisions, and ways of working.
Products
Digital products, cloud services, and enterprise platforms
Organizations
Workflows, decisions, roles, and operational systems
Services
Customer journeys and multi-channel service experiences
Environments
Stores, workplaces, and other physical contexts
Since 2008, Jess has used research and design to shape digital products, cloud services, enterprise platforms, physical environments, and multi-channel services.
Her work is grounded in a simple reality: no experience exists in isolation. Every product or service depends on people, processes, decisions, information, technology, and physical environments working together. When an organization introduces new technology, it also changes the work required to deliver, manage, and support the experience.
Jess works across those boundaries—researching how an experience functions as a whole, helping organizations decide what should change and translating evidence into products, services, operating models and more effective ways of working.
This body of experience led her to establish ENID Studio, where she applies participatory and sociotechnical design to help organizations create value through the relationship between people, operations, and technology.
Government Services
Jess has partnered with government agencies in Australia and the United States to improve services that millions of people rely on every day. Her work spans emergency management, healthcare, environmental regulation, and civic transformation, helping public institutions better understand how people, technology, and operational systems interact.
Highlights include developing a shared content governance strategy for EPA Victoria that transformed collaboration across the organization, coaching Bloomberg Philanthropies iTeams embedded within city governments as they addressed challenges such as homelessness, gun violence, policing, and socioeconomic inequality, and redesigning the Texas Medicaid Provider Enrollment experience by identifying the root causes of application errors and operational friction. The resulting solutions were implemented immediately and continue to improve the enrollment process by reducing errors, shortening processing time, and creating a better experience for both providers and staff. Across every engagement, her focus has been helping public institutions make more informed decisions and deliver better public outcomes.
Communication Services
Jess has spent nearly two decades working with communications, media, and technology organizations as new technologies reshape how they operate, create value, and engage their audiences.
Her career began in the United Kingdom with roles at British Telecom (BT) and ITV, where she gained an early understanding of large-scale communications organizations and executive operations. In 2010, she worked with Alliance Atlantis on BlogTV.ca, an early participatory-media experiment exploring whether an established broadcaster could discover its next cable television personality through an online creator community.
At Cision, Jess built the company’s first global research organization during a period of acquisition-driven growth. She established a customer-intelligence capability connecting Sales, Customer Success, Product, Engineering, and Data Science to inform platform strategy and organizational modernization. She later led enterprise transformation and post-acquisition initiatives at Amdocs Studio, integrating multidisciplinary teams and establishing more consistent ways of working across a complex global organization.
Across these roles, Jess has worked at the intersection of established institutions and emerging technology—translating changes in media, customer behavior, and digital infrastructure into new products, organizational capabilities, and ways of working.
Consumer Services
Jess’s work in the consumer sector spans the evolution from early Web 2.0 e-commerce communities to AI-enabled, autonomous retail environments.
At Indigo Books & Music, she managed one of Canada’s earliest e-commerce communities, creating new ways for readers to engage directly with Canadian authors, musicians and publishers. At Lonely Planet, she supported a global travel community where people exchanged trusted, peer-to-peer knowledge before smartphones, GPS and real-time travel apps became commonplace. For Target Australia, Jess conducted usability testing to identify the digital layouts that best supported customers in finding information and completing shopping tasks. For Coles, she researched the future of grocery shopping, following customers across their homes, devices and physical stores to inform and test an emerging online retail experience.
Most recently, Jess led experience strategy for Etisalat’s EASE autonomous retail initiative, designing the end-to-end operating system behind an AI- and IoT-enabled store. Her work connected the customer journey with employee responsibilities, service operations, physical infrastructure, and intelligent technologies.
Across these engagements, Jess has explored how consumer behavior changes alongside technology—and how digital products, physical environments, and the systems behind them must work together to create experiences people can understand and trust.
Financial Services
Jess has helped financial institutions modernize customer experiences by improving collaboration between business, product, technology, and customer-facing teams.
At National Australia Bank (NAB), she became the first UX Designer and Customer Experience Specialist embedded within the Web Services team, partnering with the CX In-Brand team to redesign digital experiences and support a major enterprise rebranding initiative. Later, working with Apiture, she identified organizational disconnects between Product, Client Services, and Customer Support, helping leadership understand how rapid product delivery was outpacing operational readiness. Her recommendations improved cross-functional collaboration, enabling new features to be introduced with greater confidence, stronger customer support, and a more coordinated client experience.
Professional Services
Jess has spent much of her career working within multidisciplinary consulting teams, partnering with strategists, technologists, researchers, and client leaders to solve complex organizational challenges.
Her experience includes leadership roles at Mutual Mobile (now Grid Dynamics), projekt202 (now Amdocs Studio), Stamford Interactive (now PWC Australia); as well as, collaborating alongside teams from Accenture, McKinsey & Company, Fjord and Bennett Midland on transformation initiatives across healthcare, government, telecommunications, retail, logistics, and financial services. Working in these environments reinforced her belief that the best solutions emerge when diverse perspectives work together to understand problems before designing solutions—a philosophy that continues to shape ENID Studio's participatory approach.
Let’s work together
Building a team?
Connect with me about research and strategy leadership roles.
Transforming an organization?
Talk to ENID Studio about a research, systems design, or operations engagement.