Luke Gerner
About Luke Gerner
Luke Gerner is a Principal Experience Strategist at Thoughtworks, where he has worked since 2021. He has a background in design and leadership, with previous roles at JB Hi-Fi and various design firms in Australia and the Netherlands.
Work at ThoughtWorks
Luke Gerner has been serving as a Principal Experience Strategist at ThoughtWorks since 2021. In this role, he focuses on enhancing user experiences and driving strategic initiatives within the organization. His experience in design and customer engagement informs his approach to developing innovative solutions that meet client needs.
Previous Experience at JB Hi-Fi
Before joining ThoughtWorks, Luke Gerner worked at JB Hi-Fi as the Manager of Experience from 2016 to 2021. He played a significant role in various projects aimed at improving customer engagement and satisfaction. Notable initiatives included the implementation of a contactless Click & Collect service and the launch of the 13 52 44 customer sales and support line during the COVID-19 pandemic.
Education and Expertise
Luke Gerner holds a Bachelor of Design in Graphic Design from Swinburne University of Technology, completed between 1996 and 1999. He also studied Architecture at the University of Melbourne for one year. Additionally, he has completed various professional development programs, including the JB Hi-Fi Leadership Program and a User Experience Design Immersive course at General Assembly.
Design and Creative Roles
Luke has held several design and creative positions throughout his career. He worked as a Creative Director at Officeworks for five months in 2007 and as a Senior Designer at Interbrand for six months in 2005. His early career includes roles at Moon Design and Wellcreative, where he gained valuable experience in design and client engagement.
Key Contributions and Initiatives
Throughout his career, Luke Gerner has contributed to various strategic initiatives aimed at enhancing customer experience. At JB Hi-Fi, he facilitated the implementation of Zendesk for the Knowledge Centre and Online Customer Service. He also led a website replatforming project to Shopify Plus and oversaw the optimization of website conversion rates using Optimizely.