Jade was appointed Chief Customer Officer in January 2022 to drive exceptional end-to-end customer experience and strategy spanning all customer touchpoints. As Chief Customer Officer, she is responsible for tour operations, ticketing, visitor services, access, retail and the Opera House’s award-winning bars and restaurants. She also leads marketing and communications for Australia’s most valuable brand.
She joined the Opera House in 2013 and has held several senior positions including General Manager, Tours and Retail, and Director, Visitor Experience. Previously, her 25-year career in tourism, attraction management and customer experience included roles as General Manager, Sydney Aquarium and General Manager, Sydney Tower, before being appointed Head of Sydney Attractions for Merlin Entertainments Group, where she was responsible for six attractions drawing more than 2.5 million paid visitors annually.
A Board Member of the Night Time Industries Association, Jade contributes to a range of sector and government advisory groups. She is a founding member of the Sydney Visitor Collective and served for a decade as a Councillor on the Tourism Industry Council NSW. She has also contributed to the NSW Government’s 24 Hour Economy Advisory Group, where she chaired the Consumer Habits and Audience Demands subgroup, and is a Committee Member of the Committee for Sydney’s Cultural Policy Advisory Group.
