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. After a 10-year career in Human Resources and Learning & Development, 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 an award winning franchisee. In 2013, Nic founded Human Tribe, a consulting business specialising 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!)
Lisca McClanachan
About Lisca
Lisca converts our clients’ customer journeys into an objective mystery shopping template. It’s this bespoke template that Lisca develops with our clients that captures the data and becomes a monthly key business metric that drives business performance.
With the support of the Client Solutions team, Lisca’s team can provide our clients with live dashboards, data tracking, data trends, data analysis and consumer sentiment.
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 the Head of Operations, Rae is the powerhouse behind our operations running smoothly. We commit to delivering high-quality, objective-based reports to our clients on time every month and Rae is the leader in our business that makes that happen.
Rae’s teams include our Quality Assurance team, Copy Checking team, Allocations team, Virtual Mystery Shopping team and Social Media team. Rae is an incredible Systems Based Thinker who is always striving towards better solutions for our clients and our team members.
Essentially, Rae is the heart of Human Experience.
Previous Roles
Rae has been with Human Experience for a long time and has previously occupied the roles of Chief of Staff and Executive Assistant to Nic. Prior to working for Human Experience, Rae was the Operations Manager for a Michelin star Chef led hospitality consulting group who launched restaurants globally, from design to implementation. Prior to this role, Rae worked in professional services for eight years after beginning her career in a customer service role with Virgin Active.
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!
Paris Catena
About Paris
Paris is the person who helps bring mystery shopping insights to life. As the Human Experience Account Manager, Paris works closely with our clients to turn mystery shopping feedback into meaningful action. She helps leaders understand what’s working, where the opportunities are, and how to use customer feedback to create better experiences and stronger team performance.
Paris is all about helping our clients see results. She’s there to support, guide and work alongside leaders to ensure mystery shopping feedback is being used to create positive change across their teams and customer experience.
Paris is passionate about building strong relationships and helping businesses succeed. She genuinely cares about helping our clients create exceptional customer experiences and takes pride in seeing teams grow in confidence and performance over time.
Previous Roles
Paris began her career in retail and hospitality, including family-run businesses in Melbourne and leading venues in London, building a strong foundation in service and people experience.
She then moved into account management at The Office Group in London, managing a portfolio of client accounts across the full client lifecycle.
Most recently, Paris helped drive customer experience strategy at Hub Australia, championing a customer-first culture across a national network of coworking locations, with a focus on onboarding, engagement, retention, and service standards.
Hidden Talents
Paris has a thriving veggie patch at home that somehow produces an endless supply of fresh produce – visitors rarely leave empty-handed!
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.
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.
