When Jackie Gubanyi joined Cuscal four years ago, she saw an opportunity to drive real cultural change. Since then, our Senior Human Resources People and Culture Business Partner has spearheaded the company’s first Diversity, Equity and Inclusion strategy and Reflect Reconciliation Action Plan (RAP). Now as one of our Women in Payments Awards nominee’s, Jackie shares how she has created a more inclusive workplace, her thoughts on artificial intelligence’s impact on the payments industry and why taking a non-linear career path might be your greatest advantage.
Could you tell us a bit about yourself and your role at Cuscal?
I’ve been with Cuscal for four years, starting as a People and Culture Business Partner, and I was promoted to Senior People and Culture Business Partner in 2024. I’ve had the opportunity to support nearly every area of the business, which has given me an incredible, holistic view of Cuscal’s operations.
In a nutshell, my role is to ensure that Cuscal’s people have a great experience. That includes everything from engagement and culture to leadership coaching, organisational change and strategic workforce planning. It’s about creating a safe, legally compliant and genuinely inclusive environment where people feel empowered to bring their whole selves to work.
What’s the most interesting or exciting part of growing your career at Cuscal?
The fact that I’ve been empowered to spearhead so many amazing initiatives that have genuinely impacted the organisation. When I first joined, our formal diversity, equity and inclusion (DEI) framework was somewhat limited. I was incredibly passionate about that space, so I put my hand up and essentially volunteered to create one!
Creating a formal DEI strategy was a mammoth task. We developed our DEI strategy by actively listening to our employees—gathering their insights, lived experiences, and feedback to ensure our approach was inclusive, meaningful, and truly reflective of our organisational culture. We then wove those insights into all aspects of our employee life cycle, including our Environmental, Social and Governance (ESG) framework and our Employee Value Proposition (EVP).
I then realised we needed to go one step further and create our Reflect RAP. This was another year-and-a-half-long commitment, which involved creating a working group, deeply exploring Cuscal’s position on reconciliation, and commissioning the beautiful artwork that now represents our commitment. Getting the plan approved by Reconciliation Australia was no easy task, but an incredibly rewarding one.
My role has allowed me to lead these really big, interesting pieces of work. Being able to drive such profound cultural change while in a Business Partner role has been the most exciting part of my journey here.
What sparked your initial interest in the payments industry, and how has your journey evolved since then?
I’ve been in the payments industry for about 14 years now, including four with Cuscal. It’s simply a fascinating space to be in. It’s fast-paced and ever-changing. There’s always something happening, whether it’s new regulations, new products coming to market, or new players entering the field.
It is absolutely a growing space, not a dying industry. No matter what the currency – whether it’s through bartering, gold or digital transfers – we are always going to need to pay people. It’s an industry that’s foundational to modern commerce, and that constant evolution keeps it incredibly stimulating.
Can you share a pivotal moment or challenge in your career that shaped who you are today?
At my previous organisation, I began as an human resource (HR) generalist and later transitioned into employee relations (ER), where I focused on navigating complex and often sensitive people issues. Combining that ER expertise with my broader HR background gave me a unique and well-rounded perspective. This dual lens has been instrumental in shaping how I approach organisational culture and, importantly, how I contribute to DEI initiatives.
Understanding the nuances of employee relations has helped me recognise systemic barriers and advocate for fair, inclusive practices. It’s also enabled me to balance the need for a psychologically safe and empowering workplace with the operational realities of compliance and fairness. That foundation has been key to driving meaningful cultural change and embedding DEI into every aspect of how we work.
What do you believe are the most significant changes or opportunities in the payments industry right now?
As an HR professional, artificial intelligence (AI) is the biggest change. The massive question is: What does that mean for our employees?
This is a huge, ongoing organisational change, and we need to ensure people feel supported, safe and free to utilise these new technologies and skills. We need to help them understand that AI won’t necessarily impact their careers negatively; it will help their roles evolve.
This change touches every aspect of my role: upskilling, change management, and the safety and ethical considerations of it all. It’s massive, and it’s happening now.
What advice would you give to others, especially women, looking to build a career in payments?
Don’t be too fixated or hung up on the end game of your career. Take different roles and opportunities as they come to you. You need to gather exposure to different skills, capabilities and experiences because you never know where it will take you.
If someone suggests you consider an opportunity, consider it! Don’t just dismiss it because it doesn’t meet a rigid, defined career path. There is no linear approach to success. Gaining knowledge and experience across different areas is far more important to help you progress than following a predefined route.
Cuscal is proud to nominate Jackie for a prestigious Women in Payments Award. These awards honour women payments professionals who have demonstrated exceptional leadership, innovation and promise. Find out more about the awards.
