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ABOUT SUSAN

professional experience. human understanding.

I’m Susan Mackay, the founder of Create Connection.

I work with leaders, teams and organisations that want to create more inclusive, connected and sustainable ways of working. My role is not to arrive with a ready-made answer, but to help people see what is happening, hear different perspectives and develop practical ways forward together.

Portrait of Susan Mackay, founder of Create Connection

THE THREAD THROUGH MY WORK

a career built around listening, learning and change.

My work has taken me across countries, cultures and very different organisational settings. I began in broadcasting and communication before moving into international health, development and organisational leadership, with senior and specialist roles at organisations including the BBC, the World Health Organization, UNICEF and Gavi, the Vaccine Alliance.

Over more than three decades I have worked on complex challenges involving behaviour, trust, participation, equity and change, across global, regional and country settings. I have seen ambitious strategies succeed when people understand them, believe in them and can shape how they are put into practice—and seen good intentions struggle when the human experience of change is overlooked.

That experience is why I created Create Connection, bringing together organisational insight, professional coaching, inclusive practice and thoughtful facilitation in work that remains practical, participative and deeply human.

EXPERIENCE

from global systems to individual conversations.

people

Coaching, listening, relationships, identity, difference and the conditions that enable people to contribute.

organisations

Culture, leadership, collaboration, conflict, decision-making and sustainable ways of working.

systems

Strategy, evidence, behaviour, participation and the wider structures that influence what becomes possible.

HOW I WORK

curious, collaborative and practical.

listen before assuming

Every engagement begins by understanding the context, the people involved and what they are experiencing.

make space for difference

Different perspectives and ways of thinking are treated as valuable information, not obstacles to overcome.

connect insight with action

Reflection matters, but it becomes most useful when it informs practical choices and everyday behaviour.

keep learning

I bring experience to the work while remaining open, reflective and willing to revise my understanding.

PROFESSIONAL PRACTICE

grounded in ethics and reflective practice.

  • ICF Associate Certified Coach
  • Professional Certified ADHD Coach
  • Certified Conflict Management Coach
  • Team Transformation Professional Coach
  • Trained facilitator in the LEGO® SERIOUS PLAY® methodology

My work is grounded in clear contracting, confidentiality, professional ethics and an ongoing commitment to supervision, reflection and learning, alongside training in team coaching, professional mentoring and organisational ombuds practice.

CONTINUING TO LEARN

experience strengthened by new questions.

I was awarded a Research Masters in Applied Anthropology and Participatory Development from the Australian National University in 2010, which strengthened my understanding of culture, participation, power and the importance of seeing change from the perspective of the people living it. I am currently completing an MSc in the Psychology and Neuroscience of Mental Health at King’s College London, deepening my understanding of the biological, psychological and social dimensions of human experience.

I bring that learning into my work carefully. Psychology and neuroscience can offer valuable perspectives, but people are more complex than any single model or explanation.

WRITING AND REFLECTION

sharing what I am learning along the way.

I regularly write about culture, coaching, neurodiversity, ethics, conflict, human connection and creative facilitation, connecting evidence, experience and practical questions while remaining open to different perspectives.

Explore insights

TWO CONNECTED PRACTICES

different needs, one commitment to understanding people.

For organisations, leaders and teams

create connection

Coaching, consulting, facilitation and learning, working with leaders, teams and organisations.

A PERSONAL NOTE

difference is part of my story, too.

My interest in neurodiversity is both professional and personal. Understanding my own neurodivergence later in life reminds me to remain curious, avoid assumptions and listen to what each person says they need, rather than assume I know someone else’s experience.

let’s begin with a conversation.

If you are exploring how to strengthen leadership, culture, inclusion, collaboration or change in your organisation, I would be pleased to hear what you are working towards. Susan is based in Nyon, near Geneva, Switzerland, and works internationally online and in person.

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