👋 Hey there! I'm Thomas Ho.

Customer, technology & the boardroom
speak different languages.
I'm fluent in all three.

I'm a customer strategy, tech transformation & product design manager — currently leading customer engagement strategy at Myer, previously advising C-suites across APAC with Deloitte Digital. I turn customer insight into strategy, strategy into technology, and technology into decisions executives actually make.

See the work Say hello

Thomas Ho, smiling in a navy blazer, Melbourne skyline behind — FIG. 01 — THOMAS HO MELBOURNE / APAC

Sectors

Rooms I've been trusted in.

01Aviation

02Retail & Grocery

03Energy & Fuel

04Financial Services & Super

05Automotive

06Media & Entertainment

07FMCG & Consumer

08Government & Public Sector

How I work

Customer-centred, end to end.

01 · UNDERSTAND

Understand the problem

Sit with customers, data and the front line until the real problem shows up — not the one in the brief.

02 · ENVISION

Define the north star

Frame a vision worth aligning the whole room behind — customer value and commercial value in one sentence.

03 · SHAPE

Create the approach

Turn the vision into strategy: the roadmap, the business case, the sequence of moves that gets there.

04 · TRANSLATE

Translate into execution

Convert strategy into requirements, journeys and designs that delivery teams can actually build from.

05 · DELIVER

Deliver with technology

Ship it on the platforms — and stay until the value shows up in the numbers.

FIG. 04 — WHERE I PLAY: ALL FIVE. THAT'S THE WHOLE POINT.

Selected engagements

Strategy that shipped.

Emerging Tech

Generative AI adoption programme

Orchestrated GenAI hackathons coaching teams to identify and prioritise AI use-cases — preparing the organisation for adoption, not just experimentation.

MarTech

Enterprise MarTech transformation

Advised a large-scale Adobe transformation — designing and validating a portfolio of high-value personalisation use-cases across email, push and in-app to drive loyalty, conversion and lifetime value.

Loyalty

Loyalty programme & engagement strategy

Led the customer engagement vision for a leading retail group — a 5-year MarTech and portfolio-wide loyalty roadmap, with 40+ use-cases across the end-to-end loyalty lifecycle.

Strategy

10-year customer-centric transformation roadmap

Spearheaded a leading organisation's transformation from product-centric to customer-centric — including the development of capability initiatives, financial models, and product propositions across B2B and B2C loyalty.

Op Model

2030 future service & operating model

Architected the future service model and target operating model for one of Australia's largest financial institutions — the capability structure to deliver personalisation at scale.

Customer Tech

Customer platform migration

Built the case for change for a SAP → Salesforce migration to a single view of customer — with the end-to-end journey blueprint from pre-purchase through ownership and repurchase.

About

Genuinely curious. Professionally so.

FIG. 05 — CURIOSITY IN, IDEAS OUT.

The thing that connects everything I do: I like sitting in the space where people don't quite understand each other. Marketing teams and engineers. Boards and product squads. Customers and the organisations serving them. My job is to make those conversations work — with a strategy the executive backs, a design the customer feels, and an architecture the technologists can actually build.

Away from the desk I'm the same person — I'll research a purchase to a slightly absurd depth, optimise a points balance like it's a portfolio, and plan travel with a spreadsheet I'm genuinely proud of. If you want a strategy person who sweats the detail, that's the origin story.

Career

MyerManager, Customer Engagement Strategy2026 — Now
Deloitte DigitalSenior Consultant — Customer Strategy, Tech & Design · promoted from Analyst & Consultant2022 — 2026
Publicis Media — StarcomAccount Executive — Bega Foods & Dairy · promoted from Account Co-ordinator & Intern2020 — 2021

Education

Master of Management (Marketing)Melbourne Business School · Dean's Honours List, top 3% · Deputy Dean Award
Bachelor of CommerceUniversity of Melbourne · double major, Marketing & Management
Diploma of ComputingUniversity of Melbourne · data science, analytics, ML & cyber-security