Mukul Agrawal commenced as the Chief Citizen Experience Officer for the Department of Human Services in November 2017. Mukul is responsible for proactively supporting the department’s focus on improving the citizen experience as well as helping facilitate the design of relevant experiences to help meet policy intent. A key part of his role is to help the department engage citizens and community groups to understand their needs, their pain points as well as conduct relevant ethnographic and behavioural based research to support the department formulate an adequate response.
Prior to joining the department, Mukul had an extensive career in banking and finance with one of Australia’s leading financial companies, AMP. Mukul was a Director for Omni Channel Goals Solutions, leading the design and execution of the goals based architecture and operating model for AMP. This included design and delivery of channel, segment and product transformation.
Mukul has held a variety of roles in the private sector focusing on strategy and business development, process improvement, digital transformation and customer experience.
He holds a Master of Business Administration from Macquarie Graduate School of Management (MGSM), a Bachelor of Commerce (with Honours in Accounting) from the University of New South Wales, is a Certified Practicing Accountant as well as a graduate of the Australian Institute of Company Directors.