Russ brings over 20 years of experience leading large-scale customer and product transformation across government, financial services, retail, and not-for-profit sectors.

He has held senior leadership roles within the NSW Government, playing a key role in scaling Service NSW and establishing core Digital NSW state assets. Russ has led complex, high-risk programs including major data privacy remediation initiatives, the creation of ID Support NSW, and the integration of 1,200 staff while rationalising 30+ legacy technology platforms during the formation of the NSW Department of Customer Service.

Russ has overseen and scaled seven major digital products, including the award-winning Hazards Near Me app, Virtual Call Centre, and Customer Payments Platform, delivering services used by millions of customers. His work spans CX strategy, service design, product delivery, contact centre operations, and fintech-enabled platforms.

As an advisor, Russ helps CEOs and Directors improve customer outcomes, de-risk transformation, and turn complex delivery programs into services that scale, perform, and endure. At Tekin, he brings practical transformation leadership, customer-first thinking, and execution discipline that helps organisations deliver change with confidence.