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Heather McLay has a diverse work experience spanning different industries. In 2020, they worked as a Service Design Lead at Chorus NZ Limited. Prior to that, from 2018 to 2020, they served as a User Experience Strategist at The Warehouse Group. In this role, they focused on aligning technology and services to meet customer needs across various channels. Heather also worked as a User Experience Researcher at Trade Me from 2015 to 2016 and as a Business Designer at Inland Revenue NZ from 2014 to 2015. Additionally, they gained experience as a Project Manager at The ICEHOUSE from 2013 to 2014. Heather's earlier roles include serving as a Marketing and Communications Advisor at the Ministry of Consumer Affairs New Zealand from 2008 to 2012 and as the 2008 Official NZ Yearbook Editor at Statistics New Zealand from 2007 to 2008.

Heather McLay completed their Bachelor of Arts degree in English Studies from Victoria University of Wellington from 2003 to 2005. Heather then pursued a Post-graduate Diploma in Business and Administration with a specialization in Marketing from an unspecified institution, starting in 2009 and finishing in 2010. Heather later enrolled at Auckland University of Technology in 2013, where they earned a Master of Design degree in Social Innovation. Their education continued at the same institution, where they completed a Master of Creative Technologies degree in the field of Internet of Things from 2016 to 2018.