Transforming human performance
Nic McClanachan
About Nic
Nic is the first point of contact for anyone thinking about mystery shopping in their business.
Nic has been preparing for Human Experience her whole life—she just didn’t know it! Kicking off her career in QSR, Nic worked at McDonald’s for 6 years and then moved into the hospitality industry in HR and learning and development leadership roles. In 2004, Nic opened her first business, Fernwood Women’s Health Club Beverly Hills, where she went on to own and operate 3 clubs as a franchisee. In 2013, Nic founded Human Tribe, a consulting business specializing in human performance. In 2016, two of Nic’s clients asked her if she would mystery shop their businesses, and just like that, Human Experience was founded. Nic sold Human Tribe in 2019 to fully focus on Human Experience and support our clients to be consistently exceptional at service.
Previous Roles
Founder & CEO of Human Tribe, Managing Consultant at AVANA, Multi-club Franchisee with Fernwood Women’s Health Clubs, General Manager Human Resources, Saville Hotel Group, HR Consultant FOXTEL, HR Consultant Westpac, HR Manager Federal Hotels (Rushcutters Harbourside & The Grace Hotel), HR Coordinator, Novotel Brighton Beach, Training Manager/Assistant Manager/Crew Trainer/Crew, McDonald’s Bexley.
Hidden Talents
Nic can copy the dance moves of others when on the dance floor (disclaimer: amateur dance moves only!)
Amber Kingsley
About Amber
Amber works closely with our clients, as well as overseeing the day-to-day running of the HX team to ensure we’re delivering high-quality mystery shopping reports to our clients on time each month. Amber is the embodiment of customer service excellence; anyone who works with Amber feels seen, cared for, and special. There literally is no one better to take care of our clients than Amber.
Straight out of high school, Amber threw herself straight into buying her first business. You could say it was her crash course business degree!
From there, Amber went on to spend 12 years living abroad, working in multiple countries across business operations, event operations, event logistics, project management, and human resources across a range of small and large organisations. In addition, she’s worked agency side and client side, so she understands firsthand what it takes to deliver an exceptional experience.
Previous Roles
General Manager at Business Chicks, Senior Project Manager at Total Event, Event Manager for Tony Robbins, Operations Coordinator at Reed Exhibitions, Owner of a franchised cleaning business, Meticulous Maids.
Hidden Talents
Amber can tell you where a particular object is, even if she didn’t know she’d seen it!
Lisca McClanachan
About Lisca
Lisca converts our clients’ customer journeys into an objective mystery shopping template. With Noémie, Lisca builds the tools to support insightful analysis that our clients use to coach their teams and drive improved performance.
Lisca loves data-driven decision-making and has a passion for consumer products and customer experience. Starting her career as a management consultant for global powerhouse Bain & Company before moving into freelance consulting and senior executive roles, she has been supporting clients to improve operations for nearly 20 years. In parallel, she has been an Anytime Fitness franchisee since 2010, building, buying, selling, and running clubs all over Australia.
Previous Roles
Consultant, Bain & Company, freelance consulting (working with clients such as Diageo, DNG Radio, Tenix, Treasury Wines, Lend Lease, oOh! Media, Nearmap, Urban Yoga), Senior Executive, Quantium (roles across organizational development, recruitment, business optimization, commercial & strategy), multi-club franchisee with Anytime Fitness.
Hidden Talent
When you think you have nothing in the fridge for lunch, just ask Lisca; she can literally produce a high-quality meal out of thin air!
Rae Eyman
About Rae
As Chief of Staff, Rae is the powerhouse behind making Nic look good and ensuring the smooth functioning of the business. She expertly manages the systems, finances, and marketing efforts that drive Human Experience’s success. Rae is the ultimate utility player, the “wearer of many hats’ that’s always seamlessly stepping into various roles across internal and external projects as the business demands. Her ability to adapt and deliver results makes her a cornerstone of the team, always supporting the company’s vision and growth.
Hidden Talent
Rae’s hidden talent is that she can go a whole year without being caught up on a series to then finish one all within one night!
Noémie Wastable
About Noémie
Noémie is responsible for getting all of our new clients up and running with their bespoke mystery shopping reports and group summary reports. Noémie is our formula queen, who speaks fluent Google Sheets and Microsoft Excel (and French, by the way!), which allows us to give our clients insightful data to help them make improvements to their business.
Hidden Talent
Noémie’s hidden talent is that she can create a musical masterpiece on the piano without any written notes!
Amber Robin (Robby)
About Robby
Robby is there to onboard all our new mystery shoppers. She’s the first point of contact for our mystery shoppers in our service-obsessed business, so she’ll do everything she can to make sure the first time we meet new mystery shoppers is a great experience and get them mystery shopping with us as soon as possible.
Hidden Talent
Struggling with a puzzle? Robby’s hidden talent is that she can figure out and finish any puzzle within minutes!
Maryka Gouws
About Maryka
Maryka works closely with our mystery shopper community. Delivering up to 1000 mystery shops in any given month, she works hard to ensure we’re producing high-quality reports to share with our clients, which means making sure our mystery shoppers understand what’s required and also making sure we deliver everything within the deadline.
Hidden Talent
Maryka’s hidden talent is that she’s got hyper flexibility, so she could have been a contortionist!
Thabisa Rulumeni
About Thabisa
Much like Maryka, Thabisa also works closely with our mystery shopper community. Delivering up to 1000 mystery shops in any given month, she works hard to ensure we’re producing high-quality reports to share with our clients, which means making sure our mystery shoppers understand what’s required and also making sure we deliver everything to deadline.
Hidden Talent
Thabisa’s hidden talent is that she has green fingers!
Martin Bennett
About Martin
Martin ensures that all written comments in our mystery shopping reports are objective and clearly tell the story of what happened during the customer experience. Martin is our very own Ernest Hemingway.
Hidden Talent
Martin’s hidden talent is he’s a master at washing clothing by hand! We are almost sure that he practices his dance moves while washing!
Janita Brown
Copy Checker
About Janita
Working closely with Martin and Busi, Janita ensures that all written comments in our mystery shopping reports are objective and clearly tell the story of what happened during the customer experience.
Hidden Talent
Did you know that elephants can retain up to 80+ years of memory? Janita’s hidden talent is that she has the memory of an elephant and can remember basically anything!
Busisiwe Matlena
About Busisiwe
Working closely with Martin and Janita, Busisiwe ensures that all written comments in our mystery shopping reports are objective and clearly tell the story of what happened during the customer experience.
Hidden Talent
Busi’s hidden talent is modelling and styling. Our very own Top Model!
Kim Sulan
About Kim
Kim ensures that we are continuously meeting our commitment to turning around high-quality mystery shopping reports for our clients. She’s like the nicest female version of Gordon Ramsay you’ll ever meet.
Hidden Talent
Kim’s hidden talent is her singing ability—although she’s a shy performer! We’d love to see her try out one day for The Voice—sing to the back of the chairs and see them all turn around for our Kim!
Danicha Saja
About Danicha
Working closely with Kim, Monica, and Gemmalyn, Danicha ensures that all of our mystery shopping reports meet our quality standards and get finalised for our clients as soon as possible. If Human Experience had an engine room, our quality team would be there keeping our engine running.
Hidden Talent
Beauty sleep is important! Dan’s hidden talent is that she can go days without her beauty sleep and remain completely energized!
Monica Cagonon
About Monicha
Working closely with Kim, Danicha, and Gemmalyn, Monica ensures that all of our mystery shopping reports meet our quality standards and get finalised for our clients as soon as possible. If Human Experience had an engine room, our quality team would be there keeping our engine running.
Hidden Talent
Mon’s hidden talent can eat any food, no matter what the portion size, and remain skinny, like a runway model!
Gemmalyn Clarete
About Gemmalyn
Working closely with Kim, Danicha, and Monica, Gemmalyn ensures that all of our mystery shopping reports meet our quality standards and get finalised for our clients as soon as possible. If Human Experience had an engine room, our quality team would be there keeping our engine running.
Hidden Talent
Gemmalyn’s hidden talent is that she loves to sing pop music but only at home with no one else around (she’s shy).
Our Mystery Shoppers
Our mystery shoppers are based in major cities, metropolitan and regional areas across every state and territory in Australia and New Zealand.
Our mystery shoppers are based in major cities, metropolitan and regional areas across every state and territory in Australia and New Zealand.
We seek out detail-oriented shoppers who are focused on telling the story of what happened during their experience in your business.
We train our mystery shoppers in your service standards, so they are clear on what’s most important to you, and they will need to score 100% in a brand knowledge check before being assigned a shop for your business.
You can “meet” our shoppers, in disguise (of course) below.
Our mystery shoppers are based in major cities, metropolitan and regional areas across every state and territory in Australia and New Zealand.
We seek out detail-oriented shoppers who are focused on telling the story of what happened during their experience in your business.
We train our mystery shoppers in your service standards, so they are clear on what’s most important to you, and they will need to score 100% in a brand knowledge check before being assigned a shop for your business.
You can “meet” our shoppers, in disguise (of course) below.
Education And Training
Irene has a Bachelor of Science in Information and Technology degree and has valuable skills in Photoshop, data management, EDM Marketing, social media scheduling, website management and much more.