Rachael Austen is a Senior Manager of HSBC's global User Centered Design team, and helps drive customer experience strategy for technology across Internet, ATM, and mobile worldwide. Rachael has worked in the field of user-centered design for the past 9 years and is a passionate advocate of meaningful customer experiences. At HSBC, Rachael manages a diverse team of user researchers, information architects, and designers; and plays a key role in growing and operating a global team. Prior to HSBC, Rachael worked with Hewitt Associates, a global outsourcing and consulting firm, where she led usability research and design solutions for a range of human capital services. Rachael has a Masters in Human Computer Interaction from DePaul University, Chicago, USA.