Byron is a Capacity Building Professor of Marketing and Technology in the QUT Business School. He is also the Managing Director of the Service Innovation Lab, a service-focused management and research consultancy based in Canberra and Brisbane. His research is focused on the transformation of complex service systems for vulnerable consumers. Funded by large competitive grants, this research has helped to reduce suicide on the rail network in NSW, improve mental health recovery across the NT, and support responsible gambling in Victoria. Byron also has an interest in how the design of contracted employment services in Australia continues to impact jobseekers and service providers. Prior to entering academia on a full-time basis in 2007, Byron spent a number of years in a middle management position with one of the largest employment service providers under the Job Network.