Jess Lowry’s Work
ENID Studio Founder, Socio-technical Systems Designer
Since 2008, Jess has provided organizations with objective data to make informed decisions about complex problems —before investing in solutions.
Throughout her career, she’s worked across the public and private sectors in Canada, US, Australia, UAE and the UK uncovering how people, technology, workflows, and decision-making shape organizational performance, enabling executives to make better strategic decisions and design more effective ways of working.
Her work combines mixed-methods research, participatory design, systems thinking, organizational design, service design and emerging technology to help organizations navigate change while strengthening—not replacing—the human capabilities that make great organizations successful.
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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 more than two decades helping communications, media, and technology organizations navigate periods of rapid change.
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. She later led enterprise transformation and post-acquisition change management initiatives at Amdocs Studio, helping integrate multidisciplinary teams and modernize ways of working. For Etisalat, one of the Middle East's largest telecommunications providers, she led product strategy for the EASE autonomous retail initiative, designing an AI- and IoT-enabled ecosystem that reimagined how customers, employees, and intelligent technologies interact. At Cision, she built the company's first global research organization during a period of rapid acquisition-driven growth, creating a customer intelligence capability that connected Sales, Customer Success, Product, Engineering, and QA to support platform strategy and organizational modernization.
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.
Consumer Services
In the early days of Web 2.0, Jess helped design and manage online communities that connected people with trusted knowledge and one another.
At Indigo Books & Music, she managed one of Canada's earliest online literary communities, creating opportunities for readers to engage directly with Canadian authors, musicians, and publishers. At Lonely Planet, she supported a global travel community where travelers relied on peer-to-peer knowledge to navigate unfamiliar places before smartphones, GPS, and real-time travel apps existed. These experiences sparked a lasting interest in how technology shapes human behavior, how communities create and exchange knowledge, and how thoughtfully designed digital environments can enable collaboration, trust, and collective problem-solving.