2,325
AI+U 2025 registrants
Built the learning hub, leaderboard and scoring system; supported the prompt library and produced participant assets. Participants reported higher AI understanding, use and confidence, and the team won an award.
PB5 role capabilities + my differentiators
Capability profile
Five dimensions are key capabilities from the position description; three are the differentiators I add — human-centred design, CX/UX prototyping and video storytelling. Select one to see the evidence from my performance reviews and career history.
Self-assessed evidence strength · 5 = consistently demonstrated
Where I contribute across Suncorp’s three AI capability dimensions
1 · AI literacy & awareness
AI+U 2025 hub, gamification, prompt library and certificates supporting 2,325 registrants.
2 · AI within Suncorp
AI Accelerator pilot workshops and learning environment helping teams apply AI to real work.
3 · AI within role
Smart Investigator and HITL UX templates designing trusted, human-centred AI into workflows.
Profile
Human-centred AI enablement
Solution-minded CX/UX and innovation specialist with a multidisciplinary design background and experience across financial services, SaaS and start-up environments. Combines research, service design, facilitation and visual communication with practical AI enablement to help teams learn, experiment and adopt AI responsibly.
Current focus
AI fluency to confident application
Learning experiences, hands-on experimentation, reusable assets, responsible AI and human-in-the-loop interaction design.
Selected impact
10-week
AI Accelerator experience
Co-designed the hands-on programme: workshops, pre-programme survey, pathways framework and learning materials. It was later scaled across the enterprise.
11 → 5
Smart Investigator: users researched → agentic workflows
Led the CX/UX for an AI agent for claims investigators, from user research to a launched conversational interface with editable, reviewable outputs.
Experience
CX/UX Innovation Specialist, Innovation of AI & CTO Transformation
- Led the CX/UX for Smart Investigator, an AI agent for claims investigators: research with 11 end users, 5 agentic workflow designs and a conversational interface with editable, reviewable outputs. Launched internally and praised for usability at the company-wide innovation showcase.
- Built the AI+U 2025 learning hub, leaderboard, gamification and prompt library for a company-wide programme with 2,325 registrants. Participants reported higher AI understanding, use and confidence; the team won an award.
- Co-designed human-in-the-loop templates and guidelines for UiPath Action Center, building approval and review checkpoints into automated work. They became the foundation for later HITL work.
- Built pre- and post-release research frameworks with reusable templates, helping CX teams test AI releases with customers faster.
- Contributed to Voice AI design standards: voice design principles, journey and routing standards.
- Presented design direction to innovation leadership and facilitated design sprints and workshops with claims teams.
UX & Innovation Designer, Strategy & Innovation
- Designed future-state, end-to-end claims journeys for Workers Compensation, Home and Motor across digital, contact-centre and in-person touchpoints. Insights informed funding and roadmap decisions.
- Co-designed the 10-week hands-on AI Accelerator programme (workshops, survey, pathways framework, learning materials), later scaled across the enterprise.
- Ran staged, hypothesis-led experiments: qualitative desirability research, then quantitative research, then prototype testing.
- Created reusable design toolkits and presented insights and future-state concepts to business leaders at group-wide showcases.
Senior UX Designer, Digital Lab
- Ran test-and-learn experiments for a telematics driving dashboard, iterating the design from customer feedback.
- Shaped a quick online quote journey for small business insurance through discovery and experiments; the product owner took the concept to market.
UX/UI Instructor & Mentor
Part-time. Taught UX/UI design and mentored students moving into design careers.
Creative UX/UI Lead · Digital Designer · Marketing & Ecommerce Design
Roles across Ylemer, simPRO Software (product features for a field-service SaaS platform), Elites Wave (end-to-end UX/UI and responsive websites) and smaller businesses, spanning research, brand design, digital campaigns and HTML/CSS/JavaScript builds.
Milla Chu
Brisbane, Queensland
Application: AI Enablement Specialist
Technology & Transformation
Technology & Transformation
Dear Hiring Manager,
I am excited to apply for the AI Enablement Specialist role. The opportunity is a natural next step in the work I have been developing across AI adoption, capability uplift, human-centred design and innovation.
Over the past two years, I have progressed from exploring AI within my CX/UX practice to helping other people build the confidence and capability to use it. I supported the AI Accelerator as I shifted from practitioner towards educator, and subsequently co-delivered significant components of AI+U 2025 and the AI Accelerator pilot. My contributions have included workshop and learning-material design, SharePoint learning experiences, gamification and scoring systems, prompt-library support and enduring participant assets.
I bring a distinctive human-centred perspective to AI enablement. My background spans customer research, UX, service design, experimentation, facilitation and visual communication. In my current role I have applied these strengths to the Smart Investigator Agent experience, common human-in-the-loop UX templates, design sprints and reusable pre- and post-production research frameworks. This experience helps me connect emerging technology with the needs, confidence and everyday workflows of the people who will use it.
I also bring creative production skills that make AI engaging. As AI+U Video Coordinator, I filmed participants and produced the Closing Ceremony hype reel, and I contributed to the AI+U Journey video. I also use CX/UX prototyping to make abstract AI ideas tangible and testable.
I also understand that effective AI enablement requires more than awareness. People need accessible learning, meaningful practice, responsible-use guidance and practical workflows that help them apply AI safely and effectively. This aligns strongly with the role’s focus on enterprise AI fluency, AI+U, AI Academy, Innovation Academy, People Readiness and practical use cases.
I take work from idea to adoption. I led the CX/UX for Smart Investigator from research with 11 end users through five agentic workflow designs to an internal launch, and I built the AI+U learning hub, leaderboard and gamification that carried the programme for 2,325 registrants. Along the way I have presented design direction to innovation leadership and run sprints and workshops with claims teams. My performance feedback recognises my adaptability, strong work ethic and ability to move across diverse research and design assignments while delivering high-quality outcomes.
I would bring to the role a valuable combination of AI adoption experience, human-centred design, learning and engagement design, facilitation, experimentation, responsible-AI awareness and the ability to make complex ideas tangible. I welcome the opportunity to help colleagues build confidence, apply AI responsibly and create sustainable new ways of working.
Kind regards,
Milla Chu
Evidence behind the story
AI+U 2025
Built the SharePoint experience, leaderboard and scoring system; supported the prompt library, certificates and learning assets. The programme recorded 2,325 registrants, and participants reported higher AI understanding, use and confidence.
AI Accelerator pilot
Co-designed the workshops, survey, pathways framework and learning materials for a ten-week, hands-on pilot that helped a commercial portfolio apply AI. The programme was later scaled across the enterprise.
Smart Investigator & HITL UX
Led the CX/UX for Smart Investigator from research with 11 end users to 5 agentic workflows and an internally launched conversational interface. Co-designed the human-in-the-loop templates and guidance for UiPath Action Center that later HITL work built on.
Research & design systems
Created reusable pre- and post-production research approaches and supported design sprints, making customer-centred learning easier to repeat across initiatives.
“Milla’s broad experience across research and design enables her to move seamlessly between diverse assignments while consistently delivering high-quality outcomes.”
Manager feedback, FY26 performance review