Victoria O'Callaghan

Senior Manager, Service Design and Research & Insight

Service designer and researcher who brings deep curiosity about people to every project. Cat owner. Trainee psychotherapist.

Victoria sits in two practices at EY Seren – Service Design and Research and Insights. This reflects her diverse skillset and focus on better understanding the people she designs services with and those she designs for. She has a background spanning sexual heath research, brand planning, innovation strategy and service design, along with mental health advocacy and cultural transformation.

Victoria has spent her career working exploring the behaviour of service users from multiple perspectives, looking closely and underlying motivations and exploring the context in which services need to thrive. Combining design methodology with psychodynamic organisational insight and careful consideration of how socio-cultural factors shape needs, she is a sensitive and sensible architect of truly human-centred design programmes.

She has worked in financial services, telco, FMCG, luxury retail, automotive, infrastructure and healthcare sectors. She is now focused on developing sustainable CX-oriented transformations

She is a qualified yoga teacher who specialises in mindful yoga for mental health, and currently studying for an MSc in Psychodynamic Counselling and Psychotherapy.