CX Lavender promotes long-standing employees to creative directors
Full service customer experience agency CX Lavender has promoted Claire Austin and Russell (Rusty) Nelson to creative director roles.
Austin returns from maternity leave into the new role, after eight-and-a-half years as head of copy.
She began her advertising career as an account executive at CX Lavender 17 years ago, moving up the ranks to account manager, copywriter, senior copywriter, then head of copy. In her most recent role, she led copywriting and tone-of-voice development across all clients, and directed conceptual thinking, and mentoring of junior team members.
Meanwhile, Nelson steps into the new role after two-and-a-half years as associate creative director. Prior to that, he was a senior art director at the agency for over six years.
He has been a mentor for students and members of CX Lavender’s Genus Graduate Program, and has led campaigns including headspace’s first-ever brand campaign raising awareness of youth mental health.
(L-R): Nelson, Stubna and Austin
The pair will report to Ryan Stubna, partner and executive creative director at the agency.
“Claire and Rusty excel in customer-centric creativity and their experience across various disciplines within the agency has shaped their leadership styles,” Stubna said.
“As we navigate a period of growth in the agency, they are ideally positioned to assume the roles of creative directors, guiding us toward new heights in enhancing customer experiences.”
Austin said of her appointment, and return after maternity leave: “It really feels like the perfect time to be coming back into the fold after a year’s mat leave.
“We’ve got a smart, dedicated team, exciting new business wins and interesting industry changes to navigate – the place of generative AI, for example. I’m so looking forward to harnessing this energy into smart, innovative solutions to client challenges.”
Nelson added: “There’s an infectious energy bubbling out of the creative team right now and some serious momentum in the business’ trajectory.
“Pair that with the growth in demand for quality CX and the value recognition it’s starting to receive, and it’s fair to say it’s an exciting time to be doing what I do.”
The agency has also recently welcomed a new chief strategy officer in Kim Verbrugghe, who joined in May from Boston Consulting Group.
Austin and Nelson’s promotions follow a 12-month period of growth for the agency, having welcomed a number of new clients including Zambrero, Scenic World, Victoria University, IG Group and Mine Super.
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Lauren McNamara was the associate editor at Mumbrella. She joined in November 2022 as editorial assistant, after completing a Bachelor of Communications (Journalism) at UTS. She left Mumbrella in August 2025.
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