Transforming human performance
Nic McClanachan
Strategic, Communication, Achiever, Futuristic, Positivity
Nic has been leading teams for over 20 years across the hospitality, retail, fitness, travel, banking and television industries, and can attest to the value that building a high performing and outcomes-focused team can bring to a business.
Maximising the performance of people has always been something Nic’s deeply passionate about, including in the founding of her previous consulting and training company, Human Tribe, and through keynote speaking, workplace training and group coaching.
Previously, Nic led a multi-award-winning National Human Resources team at Stockland, and owned and operated three multi-award winning Fernwood Women’s Health Clubs in Sydney — including the most successful centre in the franchise at the time, employing over 150 people.
Education and training
Nic has a Master’s degree in Human Resource Management and Industrial Relations and is an accredited practitioner in Genos Emotional Intelligence, Clifton’s Strengths Finder, Hogan Behavioural profiling, Patrick Lencioni’s Five Behaviours of a Cohesive Team program and MarketCulture’s Customer Centricity tool.
Giving back and doing good
Since 2016 Nic and her wife, Lisca, have partnered with the Hunger Project and to date have raised and / or donated over $100,000 for a community in Malawi to reach self-reliance.
In 2019, Nic raised nearly $10,000 for cancer research and prevention by running her first half marathon in Hawkes Bay, New Zealand and her first full marathon in New York with Can Too.
In 2021, Nic led a fundraising initiative with her Accountability Circle network to raise $10,000 for the Aminata Maternal Foundation, and in 2022 she and Lisca have signed up for the “Shitbox Rally” where they will be driving their “shitbox” from Mackay to Darwin with the goal of raising $10,000 for the Cancer Council.
Wife, mum of 3 children, a cat and a dog
Having owned multiple businesses and led teams of 150+ people over the past 20 years, I know the frustration of seeing inconsistencies in your customer experience but not knowing how to fix it.
I also know the impact and growth that a high performing and outcomes-focused team can achieve for a business. In fact, I’ve witnessed it since my very first job at McDonald’s decades go. Having worked my way up to becoming Training Manager across multiple stores, it was here that I learnt success ultimately comes down to your systems, service and your people.
It’s these same principles I’m still passionate about to this day with Human Experience. I love giving businesses the insights and tools they need to positively shift the behaviours of their teams to improve their customer service and ultimately shift their business results.
I love that the work we do inspires growth. Growth in a team member’s capability, growth in the manager delivering an effective coaching conversation, growth in customer engagement, growth in sales and ultimately—the growth of the business.
I truly believe that shifting team performance to improve business results shouldn’t be a mystery. If it feels that way to you, I’m ready to help you solve it!
Nic has been leading teams for over 20 years across the hospitality, retail, fitness, travel, banking and television industries, and can attest to the value that building a high performing and outcomes-focused team can bring to a business.
Maximising the performance of people has always been something Nic’s been deeply passionate about, including in the founding of her previous consulting and training company, Human Tribe, and through keynote speaking, workplace training and group coaching.
Previously, Nic led a multi-award-winning Australian National Human Resources team at Stockland, and owned and operated three multi-award winning Fernwood Women’s Health Clubs in Sydney — the most successful centre in the franchise at the time — employing over 150 people.
Education And Training
Nic has a masters degree in Human Resource Management and Industrial Relations and is an accredited practitioner in Genos Emotional Intelligence, Clifton’s Strengths Finder, Hogan Behavioural profiling, Patrick Lencioni’s Five Behaviours of a Cohesive Team program and MarketCulture’s Customer Centricity tool.
Giving Back and doing good
Since 2016 Nic and her wife, Lisca, have partnered with the Hunger Project and to date have raised and / or donated over $100,000 for a community in Malawi to reach self-reliance.
In 2019, Nic raised nearly $10,000 for cancer research and prevention by running her first half marathon in Hawkes Bay, New Zealand and her first full marathon in New York with Can Too.
In 2021, Nic led a fundraising initiative with her Accountability Circle network to raise $10,000 for the Aminata Maternal Foundation, and in 2022 she and Lisca have signed up for the “Shitbox Rally” where they will be driving their “shitbox” from Mackay to Darwin with the goal of raising $10,000 for Cancer Council.
Meet Nic
Wife, Mum Of 3 Children, A Cat And A Dog
Having owned multiple businesses and led teams of 150+ people over the past 20 years, I know the frustration of seeing inconsistencies in your customer experience but not knowing how to fix it.
I also know the impact and growth that a high performing and outcomes-focused team can achieve for a business. In fact, I’ve witnessed it since my very first job at McDonald’s decades go. Having worked my way up to becoming Training Manager across multiple stores, it was here that I learnt success ultimately comes down to your systems, service and your people.
It’s these same principles I’m still passionate about to this day with Human Experience. I love giving businesses the insights and tools they need to positively shift the behaviours of their teams to improve their customer service and ultimately shift their business results.
I love that the work we do inspires growth. Growth in a team member’s capability, growth in the manager delivering an effective coaching conversation, growth in customer engagement, growth in sales and ultimately—the growth of the business.
I truly believe that shifting team performance to improve business results shouldn’t be a mystery. If it feels that way to you, I’m ready to help you solve it!
Amber Kingsley
Developer, Positivity, Empathy, Arranger, Connectedness
Amber plays an integral role in the day to day operations at Human Experience and works closely with our clients ensuring their objectives are met through our mystery shopping program.
Once you’ve been onboarded, Amber will work closely with you; reviewing your mystery shopping results, communicating our observations and recommendations and checking in regularly with our investor reviews.
Amber always strives to be the best version of herself and she’s committed to delivering that to our clients too.
Education and training
Straight out of high school, Amber threw herself straight into buying her first business. You could say it was her crash course Business degree!
She went on to spend 12 years living abroad working in multiple countries across business operations, event operations, event logistics, project management and human resources. She’d worked across a range of small and large organisations. And she’s worked agency side and client side, so understands first-hand what it takes to deliver an exceptional experience.
Amber plays an integral role in the day to day operations at Human Experience and works closely with our clients ensuring their objectives are met through our mystery shopping program.
Once you’ve been onboarded, Amber will work closely with you; reviewing your mystery shopping results, communicating our observations and recommendations and checking in regularly with our investor reviews.
Amber always strives to be the best version of herself and she’s committed to delivering that to our clients too.
Education And Training
Straight out of high school, Amber threw herself straight into buying her first business. You could say it was her crash course Business degree!
She went on to spend 12 years living abroad working in multiple countries across business operations, event operations, event logistics, project management and human resources. She’d worked across a range of small and large organisations. And she’s worked agency side and client side, so understands first-hand what it takes to deliver an exceptional experience.
Selena Green
Individualism, Activator, Relator, Competition, Significance
Selena plays a vital role in how we partner with our clients. Selena is often the first point of contact for our new clients, working closely with you to develop your custom mystery shopping template based on your service standards.
Once you’ve been onboarded, Selena continues to partner closely with you; reviewing your mystery shopping results, communicating our observations and recommendations and checking in regularly with our investor reviews.
Selena lives and breathes customer experience and our clients adore her – for very good reason! Selena ensures that whatever you need out of your mystery shopping, we can achieve it, in an objective and productive way.
Education and training
Selena plays a vital role in how we partner with our clients. Selena is often the first point of contact for our new clients, working closely with you to develop your custom mystery shopping template based on your service standards.
Once you’ve been onboarded, Selena continues to partner closely with you; reviewing your mystery shopping results regularly, communicating our observations and recommendations and checking in regularly with our investor reviews.
Selena lives and breathes customer experience and our clients adore her – for very good reason! Selena ensures that whatever you need out of your mystery shopping, we can achieve it, in an objective and productive way.
Education And Training
Selena has a Bachelor of Psychology, majoring in Behavioural Science; with an extensive background in brand, employee and stakeholder management. Her work with large sales teams, brand stakeholders, distributors and clients enables her to have a unique perspective on the Human Experience within your business.
Krystal Zalavarria
Input, Connectedness, Learner, Ideation, Belief
Krystal is the person who makes sure that everything is running smoothly in the background – basically she makes the magic happen at Human Experience!
Krystal dabbles in strategy and problem solving while managing day-to-day activities, special projects and internal communications. She is always focused on integrity, quality, and outcomes, and is a true asset to our business.
Education and training
Krystal has a Bachelor’s Degree in Advertising Arts, before going on to gain extensive experience in data entry, data administration and events. She has also gained valuable experience managing and owning businesses, which has allowed her to develop fantastic leadership and management skills and an interest in system development.
She brings her wide range of expertise to us here at Human Experience, whilst simultaneously working for a Milk Tea Company assisting them to build their operational systems. She’s a brilliant multi-tasker!
Krystal is the person who makes sure that everything is running smoothly in the background – basically she makes the magic happen at Human Experience!
Krystal dabbles in strategy and problem solving while managing day-to-day activities, special projects and internal communications. She is always focused on integrity, quality and outcomes and is a true asset to our business.
Education And Training
Krystal has a Bachelor’s Degree in Advertising Arts, before going on to gain extensive experience in data entry, data administration and events. She has also gained valuable experience managing and owning businesses, which has allowed her to develop fantastic leadership and management skills and an interest in system development.
She brings her wide range of expertise to us here at Human Experience, whilst simultaneously working for a Milk Tea Company assisting them to build their operational systems. She’s a brilliant multi-tasker!
Irene Zalavarria
Responsibility, Harmony, Connectedness, Deliberate, Adaptability
Irene is the quiet achiever who we couldn’t imagine the Human Experience team without (and yes she has the same surname as Krystal – they are actually cousins!). As the Team Leader Irene owns quality, ensuring all of our client’s reports are delivered to a high standard on time.
Irene onboards and coaches our Quality Assurance team, so that everyone is clear on what is required for each individual client and ensures that we produce high quality reports, every time.
As one of our longest serving employees, Irene knows our back-end systems like no one else and she plays a key role in setting up our clients’ custom templates and making any updates as required.
Irene works closely with our Allocations Co-ordinator and Copy Checking team to ensure we close out all reports and she communicates with our clients to make sure they have access to all the reports and data they need.
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.
Irene is the quiet achiever who we couldn’t imagine the Human Experience team without (and yes she has the same surname as Krystal – they are actually cousins!) As the Team Leader Irene owns quality, ensuring all of our client’s reports are delivered to a high standard on time.
Irene onboards and coaches our Quality Assurance team, so that everyone is clear on what is required for each individual client and ensures that we produce high quality reports, every time.
As one of our longest serving employees, Irene knows our back end systems like no one else and she plays a key role at setting up our clients custom templates and making any updates as required.
Irene works closely with our Allocations Co-ordinator and Copy Checking team to ensure we close out all reports and she communicates with our clients to make sure they have access to all the reports and data they need.
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.
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.